4. Customer Service
Untangling Corporate Logjams
Fixing what’s expected and finding what’s missed.
Soothing the irate and reassuring the timid
Pulling a rabbit out of your hat – Give the smile
With your best of content and services
5. To the Customer
YOU are the Company.
Customer relations is an integral part of your
job – not an extension of it.
6. What Customers Expect
Start with asking yourself these questions.
1. What do my customers want from me and
from my company?
2. How do support areas work to serve my
3. What are the details – little things – that make
a big difference in my customer’s satisfaction.
12. The ASSURANCE Factor
The knowledge and courtesy you show to customers, and your
ability to convey trust, competence and confidence.
Consistent, high quality service boils
down to two equally important
things – caring and competence.
13. How do we reassure our
• Product Knowledge
• Company Knowledge
• Listening Skills
• Problem Solving Skills
• Extra Points for Style
14. The TANGIBLE Factor
The physical demonstrations
and samples, and your own (and
other’s) appearance Dressing
15. From the customer’s point of view, if they can see
it, walk on it, hold it, hear it, step in it, smell it, carry
it, step over it, touch it, use it, even taste it, if they
can feel it or sense it, it’s customer service.
21. Customer expectations of service organizations
are loud and clear; look good, be responsive, be
reassuring through courtesy and competence, be
empathetic but most of all, be reliable. Do what
you said you would do. Keep the service promise.
22. Research shows that the
most frustrating aspect of
waiting is not knowing
how long the wait will be.
39. Building TRUST
Practice frequent communication
Stick with the truth
KEEP YOUR PROMISES
40. Service Recovery and
Apologize – Acknowledge the problem.
Listen, Empathize and ask Open Questions
Fix the problem, quickly and fairly
Offer Atonement “I want to make it up to you”
Remember : Keep your promises
41. Loyalty Builders
Listening is a Skill – Use it!
Barriers to Good Listening
► Noise ► Interruptions
► Daydreaming ► Technology
► Trigger Words and phrases
53. The Five Forgotten Thank You’s
Thank your Co-workers
Thank your boss
Thank people in other
Thank your vendors or
Gratitude is not only the greatest virtue but the
mother of all the rest.
54. Putting It All Together
Return to your Mission
Commit to CARING
Collaboration and Partnership