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Excellence in service


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Excellence in service

  1. 1. Excellence In Service
  2. 2. Excellent Customer Service <ul><li>Lifeblood of any business. </li></ul><ul><li>All about sending customers away happy. </li></ul><ul><ul><li>Happy enough to pass positive feedback about their experience along to others. </li></ul></ul>
  3. 3. Essence of Excellent Service <ul><li>Forming a relationship with customers. </li></ul><ul><li>How do you form such relationships? </li></ul><ul><li>By remembering the one true secret of EXCELLENT customer service and ACT accordingly. </li></ul><ul><li>“ You will be judged by what you do , not what you say.” </li></ul>
  4. 4. Consistency Answer the telephone. Don’t make promises unless you WILL keep them. Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship. Think before you give any promise – because nothing annoys more than a broken promise.
  5. 5. Actions <ul><li>Listen to your customers. </li></ul><ul><ul><li>Let your customers speak & show them that you are listening by making the appropriate responses </li></ul></ul><ul><li>Deal with complaints. </li></ul><ul><ul><li>Give the complaint your full attention. </li></ul></ul><ul><li>Reap the benefits of EXCELLENT customer service. . </li></ul>
  6. 6. Be Present <ul><li>Be helpful. </li></ul><ul><li>Train your colleagues to ALWAYS be helpful, courteous, and knowledgeable. </li></ul><ul><li>Do it yourself (or hire someone to train them). </li></ul><ul><ul><li>Speak to them about EXCELLENT customer service. </li></ul></ul><ul><li>EMPOWER people to make those small customer-pleasing decisions . </li></ul>
  7. 7. Effort Take the extra step. Whatever the extra step may be, if you desire to provide EXCELLENT customer service, take it! People notice an extra effort & will tell others. Throw in something extra ….a genuine smile. Small things are appreciated.
  8. 8. Application <ul><li>Apply the principles consistently. </li></ul><ul><li>Your business will become known for its EXCELLENT customer service. </li></ul><ul><li>The irony of EXCELLENT customer service is that it is Easy! </li></ul>