Excellence Depends on You
will make the significant difference whether the customer will
continue doing business with your company, it’s not the
product or service you provide that the customer will
consider, and it’s the care and attention that they receive,
that can only be provided by YOU!
is Customer Satisfaction
classic film of an average Joe who receives his fair share of
Good, Bad, and Ugly service which makes us realize, the impact
of poor service and how to give good service, and why it’s so
Positive Customer Attitude
attitude is the single most important factor, which will
determine your willingness to strive for customer service
excellence. What makes you negative and how to develop a
positive mental attitude?
to Improve Customer Service
of customer’s complaint and misunderstanding is normally
contributed to communication problem. Common Listening
barriers and how to overcome them? How to be an effective
Service on the Telephone
image of the company will be determined by the way the
Telephone is handled, whether you get the business or not,
telephone courtesy and telephone manners is missing on the
telephone, use a professional standard to answer the phone.
/ Social Styles to Provide Customer Service Excellence
understand self, half the battle is won, identify ones
strengths and weaknesses, who is most likely to scold customer
and who is most likely the give the world to the customer. How
to make up for ones weaknesses in handling customers
understand and read non-verbal gestures, what each gesture
might imply and how to use positive body language to welcome
and encourage the customer, what are the common negative
gestures and how to show confidence?
Communication Process to Handle Complaints and Crisis
a customer complaints, how the complaint is handled will
determine the customer’s satisfaction and whether he will
continue to do business with your company in the future, the
negative backlash, informing all his friends and associates of
his bad experience with your company, it is therefore vital
that every complaint is handled well.