3. Agenda for Today
O Customer service
What is it?
Who are our customers?
How do we provide it?
How can it be done better?
4. • ensure the effective, profitable operation of the Original
Eumundi Markets
• maintain, develop and promote the Original Eumundi Markets
brand
• maintain, develop and nurture the Original Eumundi Markets
as a hub to retain, sustain and develop original creative
talent
• maintain, develop and improve the Original Eumundi Markets
experience for all visitors
• maintain and protect, financially and otherwise, the historical
significance and community ethos of the Original Eumundi
Markets
• foster and maintain, financially and otherwise, an
atmosphere of consideration, co-operation and mutually
beneficial co-existence between the Original Eumundi
Markets and the mainstream Eumundi business community
• support, financially or otherwise, organisations, activities
and projects which provide a public benefit to the community
of the township of Eumundi and its surrounding district
including, without limitation, those of a cultural or historic
nature.
5. Business – general points
O The sole purpose of business is to
create and keep a customer
O All business employees are part of
the Sales Department
O Dis-satisfied customers on average
tell 11 other people
6. Customer Service
• Customer service is about forming a
relationship with customers and the
provision of service to them before, during
and after a purchase or benefit
• It is the most powerful differentiator for any
business and…
• It converts customers into repeat customers
7.
8.
9. Who are our customers?
O Internal
O External
O Existing
O Former
O Potential
10.
11. How do we provide customer
service?
O Answer the phone/respond to mail
O Deliver on promises
O Listen
O Be helpful, courteous & knowledgeable
O Exceed expectations
O Deal with complaints
12. How can we do it better?
O Build a customer service culture:
O Inject your personality into process
O Prioritise service recovery
O Focus on good communication
O Learn to disagree with being
disagreeable
13. Question
What will you do differently
after today?
Chris – this is where you can do the first page and a half of your excellent prose and then perhaps we’ll get two table groups going to define who their customers are and feed back to plenary I can then make the link from this discussion into how the people who give the best customer service are those that receive excellent internal customer service themselves i.e if you are made to feel good about yourself in your job, then that’s what you exude to external customers
