Cs Training 2009 01 26a
- 1. Excelling at Customer Service Team Freudian; MG 351
- 2. What is Excellent Customer Service? Excellent customer service is the ability of an organization to consistently exceed the customer's expectations (AboutCustomerService.info) When? Before, during and after the sale
- 3. When does customer service count? Before, during and after the sale
- 4. Why is customer service important? Only 4% of customer bother to tell companies something is wrong The rest defect when the next opportunity comes along It costs 6 to 10 times more to acquire a new customer than keep an existing The impact of poor customer service is HUGE!
- 5. Excellent Customer Service A man is traveling and wants to send purchases to his home from the hotel. Here are two scenarios:
- 6. Excellent Customer Service Concierge #1: “The post office is around the corner. I estimate it will cost you $11.00.” Concierge #2: “I’ll be happy package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s pick a carrier…”
- 7. Excellent Customer Service Would you agree that choice #2 could earn this customer for life? Concierge #2: “I will be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s select a carrier…”
- 8. Positive Attributes Friendly – smile, be warm and caring Accurate – do it right the first time Accountable – resolve problems fast or follow-up if needed Simplicity – make it easy for the customer Respect – be grateful for their business, lookout for their interest