We are all Customers, and We know Service when We get it...
the clerk who doesn't avoid making eye contact,
even though it's obvious that a
> Difficult Situation <
is about to happen, and actually begins the conversation with,
"How may I be of service to you?"
the store manager who breaks off his mini staff
meeting in house wares to personally assist you
with finding that "must have" item.
the executive who gives enthusiastic assistance...
to the line bosses' secretary
--------------------------------------------------------------------------------
" Business
will go where invited,
but remain where it is appreciated."
-- Unknown
When people are NOT treated according
to
their expectation...
1. they take their business elsewhere.
2. they relay their bad experience to ten or
more other people.
-------------------------------------------------------------------
The Customer Service process is customized to meet
the specific customer service issues within your organization. The question is
not whether to improve your company’s service standard, but how. Excellence
in customer service pays off dramatically to the bottom line in every industry.
Important Issues Covered in this Process:
•
How Customers Define Service
•
Your Role in Your Company’s Success
• Effective Communications
• Cultivating Empathy
• Handling Complaints
• Estimating Quality of Service
• Understanding Human Behavior
• Customer Bill of Rights
• The Art of Listening
• Improving Telephone Skills
• Mastering Difficult Situations
• Excellence in Service
The results?
• Customer Loyalty
• Customer Retention
• New Customer Growth
• Satisfied Customers
• Customer Complaints Decreased
• Increased Sales
• Satisfied Employees
• Improved Profitability
• Increased Share of Market
We are at your service...
|
