Customer service for fire depts

The Bridge to Our Customers Customer Delight

Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

YOU as a customer… Share an experience of Good Customer Service

YOU as a customer… Share an experience of Bad Customer Service

Who are Customers? ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],Who are Customers?

Facts about Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],Facts about Customers

Why Customers leave? Others Product Dissatisfaction Better Prices Elsewhere Poor Service

What qualities are important to our customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],Customer Service

Customer Service - GUEST ,[object Object],[object Object],[object Object],[object Object],[object Object]

Good, Bad, & Excellent Service

Good Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives

Bad Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives

Excellent Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives +

Types of Customers ,[object Object],[object Object]

Internal Customer ,[object Object],[object Object],[object Object]

External Customer ,[object Object],[object Object],[object Object],[object Object],[object Object]

Moment of Truth ,[object Object],[object Object],[object Object],[object Object]

Moment of Truth ,[object Object],[object Object]

The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees

Customer Delight ,[object Object],[object Object],[object Object],[object Object]

Complaint Handling ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],Complaint Handling

Different Customers & Handling them

Angry Customer ,[object Object],[object Object],[object Object],[object Object],[object Object]

Demanding Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Passive Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],The Killer Word

Tips for Good Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Tips for Good Customer Service

Customer service for fire depts

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