1. Get it right the first time

2. Why spend $$$$ training?
 Customer service makes or breaks a company
 It does not come natural
 To develop standards
 To ensure standards are maintained

3. How do rate your service?
 Very good
 Good
 Fair
 Poor

4. Can the service improve?

5. Who are your customers?
 Internal
 Accounts, Cashiers, Operations, Administrators , Sales
team, etc
 External
 Walk in, fax in, phone in, online

6. Internal Customers
 How do you treat them?
 Infighting and disrespect internally
 - Poor service to external customers

7. External customers
 Phone in – First contact- first impression lasts
 Answer phone promptly (never leave unattended)
 Answer politely (smile)
 Identify yourself (It’s not your home)
 Use their name
 Listen (don’t assume)
 Answer questions clearly
 Get permission to put on hold
 Offer solutions (she’s at lunch)
 Return call if you say you will

8. External Customers
 Walk In (regardless of who it is)
 Acknowledge immediately (let paper/computer wait)
 Be polite
 Offer a seat
 Offer assistance
 Offer solutions (eg. offer to call accounts)
 Suggest other purchases/ specials
 Courteous goodbye/ come again

9. External Customers
 Online Customers
 Shipper and receiver
 Deliver the service advertised (know what is advtsd)
 Contact by phone when necessary
 Contact by Email
 Never give impression order is in cyberspace
 Offer solutions

10. Phrases
Avoid Use
 “I don’t know”,  That’s a good question, I’ll
find out for you
 “That’s not my job”,  I’m not sure…let me find
someone who knows
 “We can’t do that”  Let me check how we can
help you with that
 “You’re wrong”,  Here’s what I understand