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Georgina customer care
- 1. CK Academy www.CKAcademy.co.uk [email_address]
- 2. Enlightened Customer Care The Emotional Connection Are you missing the obvious?
- 3. What does that really mean? Dedicating your organisation to giving customers what they want Your staff are your business & The spirit of your company to the outside world : Becoming ‘Customer Intimate’
- 4. People Are Different So What?
- 6. Thoughtful Active An Overview
- 7. Questioning Accepting Thoughtful Active
- 8. Questioning Accepting Active Thoughtful
- 14. Judging to Valuing Ladder Valuing others and making the most out of the differences in our lives. Valuing Judging Understanding Respecting Appreciating
- 21. CK Academy www.CKAcademy.co.uk [email_address]
Notas do Editor
- My presentation today caused me a few sleepless nights and as I tried to analyse why it was actually quite simple – it’s complicated, not easy and doesn’t have an end.
- it is the staff who are the business day in and day out, the ones who convey the spirit of the company to the outside world. Accordingly, they are the company’s first priority – which is ironic…because what really sets great customer care organisations apart is the belief that the customer comes second! It was interesting to see in the August edition of Leisure Opps’ 2 job opportunities offering identical salaries: £8,528 to £13,000 – one for a cleaner – one for a fitness instructor… mmm! So my presentation is about what I believe to be THE most important ingredients for great customer service, whoever you are, whatever your role because it WILL set you apart Oh one more thing… I do wish it could be called something other than customer service ‘cos that just doesn’t excite anyone anymore!
- Fears Ways of seeing the world Goals Motivations
- You have attended yet another seminar and like so often happens you do intend to use the content, it makes sense, you can see how it will certainly help the situation and what’s more you believe it…so why do your latest intentions not materialise and this latest manual join heap of others gathering dust??? Well firstly, you have to allocate time to put those new ideas into operation, and it cannot happen without allocating time and resources. You need time to break down what you have learnt, prioritise the most important components, get some feedback on your suggested improvements if possible and raise awareness of how much time and effort will have been wasted if your latest manual joins the others in the heap and nothing changes in impacting on the quality of your customer care. So before anything else can happen you need to plan how you will move from your current position and stick to it!