NAWBO Presentation
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The document provides 13 tips for business owners on providing good customer service. It emphasizes that customer service is defined by customers, not businesses, and involves making the customer experience as easy as possible. Some key tips include empowering front-line employees to solve problems, treating customers and employees well, sincerely apologizing and fixing issues, and being a problem solver rather than creator. The document also provides examples of both good and bad customer service from various companies to illustrate the points.
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Editor's Notes
- #10: Pay attention to the whole customer experience, not just direct interaction with the customer. Calypso – employees talking to each other.
- #13: Not enough help/Not the right help
- #14: Appropriate placement means don’t put non-Woo’s on front-line
- #16: If you have to “pass off,” make sure new person knows what’s going on so customer doesn’t have to re-tell (IHP)
- #17: “Know your customer” is more about target marketing, although it can mean a more personal relationship if it’s a customer that comes in a lot.