This document discusses customer service standards and training. It provides guidelines for customer service, including being friendly, helpful, resolving issues quickly, and promoting the organization positively. It describes two phases of training: basic training to know products and procedures, and competitive edge training to increase skills. It emphasizes the importance of soft skills and treating customers in a way that builds satisfaction and loyalty over time through personal interactions rather than just transactions.

1. CUSTOMER SERVICE

2. Customer Service
Customer Service comes from two
words:
Customer, meaning one who buys
something; especially one who deals
regularly at a given establishment
and Service, the occupation or
function of serving or the work
performed by the one that serves.

3. Standards of Service
• Be friendly, helpful and conscientious
• Make every effort to understand the
needs of customers and to exceed
their expectations wherever possible.
• Take ownership of customer
enquiries and endeavor to resolve
them immediately.

4. Standards of Service
• Politely acknowledge customers at
every opportunity.
• Are smartly dressed for work
(business / work wear) and wear a
name badge.
• Have an overall understanding of the
waterway network and destinations
around it.

5. Standards of Service
• Promote the organization positively to
all customers.
• Try to build and maintain strong
relationships with all waterside
businesses and partners .
• Answer all telephones with a
welcoming message.

6. Competitive Edge Training
Training is accomplished in two
phases:
1. First phase: Basic training. Enables
employees to adequately know their
products, systems and procedures.

7. Competitive Edge Training
2. Second phase: Competitive edge
training. It increases the level of
training but it is quite expensive.

8. • Raise the basic training bar.
Hire only employees who have the
potential and drive to be Competitive
Edge employees.
All employees should be aiming
and capable of going beyond the
basic level.

9. • Know your employees.
Get beyond the mechanics of
product knowledge, options available,
pricing, value and benefits of the
product or service.
Ensure that soft skills are taught
including attitude.

10. Characteristics of Satisfied
and Loyal Customers

11. Satisfied Customers:
• Will continue doing business until
something better comes along, whether
location, better price or better variety.
• No relationship formed.
• No personal interaction.
• Sees business as impersonal, only doing
business with a company, not with a
person.

12. Loyal Customers:
• Forgives and understands minor
problems.
• Not price sensitive.
• Will help the business with word – of –
mouth advertising.
• Will not jump at the next “pretty face”.