Acme customer service
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Acme customer service Acme customer service Presentation Transcript

  • A Guide to Good Customer ServiceACME Pros Office CleaningBy Michele HladikPublic Relations/Marketing DirectorMKGT350 E1WWTony Bonina9-11-11
  • Welcome Customer service training session for all current and new employees A variety of customer service complaints. Importance of excellent customer service Improving customer service Benefits for the customers, the employees, and the company.
  • Recent Customer Service Issues  Complaints need to be taken seriously  Addressed at all levels  Long hold times for calls  Unanswered questions or requests  Unprofessional dress  Rude telephone treatment  Ignored concerns  Product or service updates
  • The Need for Good Customer Service Tough economy means customers spend less Customers feel valued and appreciated Inspires loyalty Brings in return business Every employee has customer contact Never too late to begin Customer dissatisfaction
  • General Procedures  Excellent job performance  A positive, can-do attitude  Take concerns seriously and respond promptly  Listen to the customers’ requests intently and act promptly  Know about all ACME products and services  Forward requests  Follow up
  • Procedures for Cleaners The most visible Be polite Never interfere Wear the appropriate uniform - Clean - Professional No cell phones No electronic devices
  • Procedures for Office Staff  Phone calls - Professional - Prompt - Hold time - Messages - Return calls  Professional business dress - Hair, makeup and jewelry - While representing the company
  • Procedures for Supervisors Monitor staff members Positive team meetings Fit the employee to the job Consider the way employees are treated - Rewards - Discipline
  • Customer Service Rewards  Customers - Better care - Satisfaction  ACME employees - Employee of the Month - Special parking - Special bonus - Future rewards - Job satisfaction  ACME - Continued success - Financial prosperity - Growth
  • Conclusion Performing a few simple customer service procedures can makefor a happier and more successful workplace. Performing these simple tasks would make current customershappy and encourage new customers to contract with ACME. Happy customers are essential to a successful business.
  • ReferencesAmerican shoppers spend more for good service. (2011 August 8). Business News Daily. Retrieved September 8, 2011 from http://www.businessnewsdaily.com/good-customer-service-increases-sales- 1630/Customer service culture change. (2011). Good Customer Service. Retrieved September 8, 2011 from http://www.goodcustomerservice.org/.Miller, A. (n.d.). Customer service tips and techniques. Business Know How. Retrieved September 10, 2011 from http://www.businessknowhow.com/marketing/cstips.htmOne easy thing you can do to improve your customers experience. (2011 April 5). Business News Daily. Retrieved September 10, 2011 fromhttp://www.businessnewsdaily.com/improving-customer-service-1151/Small business gives best customer service. (2011 May 4). Business News Daily. Retrieved September 8, 2011 from http://www.businessnewsdaily.com/small- business-customer-service-1250/