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/