The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include:
- Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today.
- Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences.
- To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth.
- Strategies for building a customer focus include soliciting customer feedback, training all employees to
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
A growing number of customer interactions are taking place online.Younger people in particular prefer to do too much of their business online rather than in person. But online interactions have limitations. To provide excellent customer service online, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.
We are living in the era of buyers market. we Know customer is God. Then we should clearly know how to treat a customer or how to delight a customer. Here Green wind solutions Training professionals introduce the updated training module in Customer Service. We are happy to know your feedback.Green wind is offering a wide range of services and solutions which are powered with the latest technologies by specialized professionals. Green wind Solutions is a private limited company incorporated under the company Act in the cultural city of Kerala, Thrissur.We have lasting solutions in Corporate consultancy Finance Human Resource Marketing Brand Building Training and Development Social Media Marketing Creative agency Advertisement Counseling programs.
Customer Loyalty Comprehension
Meaning and definition of customer loyalty, Significance of Customer Loyalty, Customer Loyalty Ladder,
Loyalty Principles, Benefits of Customer Loyalty, Customer Loyalty and its relationship with customer
satisfaction, Customer retention and Brand Loyalty, Factors affecting customer loyalty formation, Rai-Srivastava model of customer loyalty formation, Drivers of Customer Loyalty.
Hidden Gems of Europe - DISCOVERING THE CONTINENT'S BEST-KEPT SECRETSKamil Uğraş TÜRKOĞLU
Europe, continent rich in history, culture, and natural beauty, is often synonymous with famous cities like Paris, Rome, and London. These iconic destinations attract millions of tourists every year, captivating them with their renowned landmarks, vibrant culture, and bustling urban life. However, beyond these well-trodden paths lie countless hidden gems waiting to be discovered. These lesser-known destinations offer unique experiences, authentic encounters, and breathtaking landscapes that often surpass the allure of their famous counterparts.
In "Hidden Gems of Europe," we embark on a journey to uncover these secret spots, exploring the heart and soul of Europe through its quaint villages, charming towns, and secluded natural wonders. This book aims to inspire travelers to look beyond the obvious and venture into the lesser-explored corners of the continent, where true adventure and discovery await.
Assessing the Influence of Transportation on the Tourism Industry in Nigeriagsochially
This research dissertation investigates the complex interplay between transportation and the tourism industry in Nigeria, aiming to unravel critical insights that contribute to the enhancement of the overall tourist experience. The study employs a multi-faceted approach, literature review establishes a robust theoretical framework, incorporating The Service Quality and Satisfaction Theory to guide the research questions and hypotheses.
The methodology involves the distribution of a structured questionnaire, ensuring a representative sample and facilitating a comprehensive analysis of the gathered data.
Key findings include the nuanced perceptions of transportation infrastructure adequacy, safety and security concerns, financial influences on travel decisions, and the cultural and ecological impacts of transportation choices. These findings culminate in a comprehensive set of recommendations for policymakers and practitioners in the Nigerian tourism industry. The findings contribute to the existing literature by providing actionable insights for policymakers, stakeholders, and researchers in the Nigerian tourism sector.
The recommendations encompass gender-sensitive planning, infrastructure enhancements, safety measures, and strategic interventions to address financial constraints, ensuring a holistic and sustainable development of the tourism industry in Nigeria.
Author: Imafidon Osademwingie Martins
BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. Get information in this PDF and simplyfy your visa process.
The Power of a Glamping Go-To-Market Accelerator Plan.pptxRezStream
Unlock the secrets to success with our comprehensive 8-Step Glamping Accelerator Go-To-Market Plan! Watch our FREE webinar, where you'll receive expert guidance and invaluable insights on every aspect of launching and growing your glamping business.
Wayanad-The-Touristry-Heaven to the tour.pptxcosmo-soil
Wayanad, nestled in Kerala's Western Ghats, is a lush paradise renowned for its scenic landscapes, rich biodiversity, and cultural heritage. From trekking Chembra Peak to exploring ancient Edakkal Caves, Wayanad offers thrilling adventures and serene experiences. Its vibrant economy, driven by agriculture and tourism, highlights a harmonious blend of nature, tradition, and modernity.
How To Talk To a Live Person at American Airlinesflyn goo
This page by FlynGoo can become your ultimate guide to connecting with a live person at American Airlines. Have you ever felt lost in the automated maze of customer service menus? FlynGoo is here to rescue you from endless phone trees and automated responses. With just a click or a call to a specific number, we ensure you get the human touch you deserve. No more frustration, no more waiting on hold - we simplify the process, making your travel experience smoother and more enjoyable.
2. Survey
• Customers spend up to 10 %
more for the same product with
better service.
• A customer will tell anywhere
from 9 to 12 people when he or
she gets a good service.
• When that customer receives
poor service . he or she will tell
up to
20 people.
3. Historical
Trends
• In great depression , price was an important factor.
• By 1940s , consumers began to consider value in addition
to price.
• By the 1960s,quality became important, with most
customers willing to pay more for higher quality products
and services.
• The era convenience began in 1970s with quick and easy
services.
• 1980 :TQM and customer service
• Today : Consumers want a competitive price, good value,
convenience, and customer service.
4. ENCOUNTER ; MOMENTS OF
TRUTH
A moment of truth occurs whenever a customer comes in contact with our company.
Positive or Negative experience plays a critical part in an individual customer’s future purchasing
decisions: example, a two – minute phone conversation can influence a customer’s opinion
about the entire enterprise
Customers make quick judgement based on contacts: email , phone,..
Judge: professional, careful, quality of products
Customer’s perceptions and expectations is based on service excellence
5. Continue ….
BY LISTENING TO YOUR CUSTOMERS
AND PROVIDING THEM WITH THE
SERVICES AND PRODUCTS THEY
REALLY WANT. YOU CAN GAIN AND
KEEP YOUR SHARE OF THE MARKET.
A CUSTOMER – FOCUSED COMPANY IS ONE
THAT LISTENS TO THE NEEDS OF ITS
CUSTOMERS AND THEN DOES WHATEVER IT
CAN TO SATISFY THOSE NEEDS.
CFC MORE RESPECT AND
UNDERSTANDING OF THEIR
CUSTOMERS THEY FOSTER
MORE CUSTOMER LOYALTY,
GENERATE MORE POSITIVE WORD
OF MOUTH
TO BE A CUSTOMER – FOCUSED
COMPANY WE SHOULD CREATE A
CUSTOMER – CENTRED CULTURE IN
OUR COMPANY
6. CUSTOMER FOCUSED COMPANY
A CUSTOMER – FOCUSED COMPANY , HAS ONE EYE ON
PROFITS AND THE OTHER EYE ON HOW BEST TO SERVE ITS
CUSTOMERS.
A CUSTOMER – FOCUSED COMPANY HAS
DISCOVERED THAT PROFITS AND MARKET SHARE
ARE THE PRODUCTS OF LISTENING TO
CUSTOMERS AND ACTING UPON THEIR NEEDS.
SERVICE EXCELLENCE STARTS AT THE TOP.
7. Three Basics
of Customer
Service
Excellence
Developing a customer – friendly attitude:
We view our customers as the most
important part of our jobs and have a
sincere appreciation of customers
Expanding definition of service
Reconsidering who our customers are
8. Expanding
Definition of
Customer
Service
• Customer service is not a department
somewhere within in our company. Rather, it’s
a company culture in which every individual
at every level is customer – oriented.
• Customer service is an attitude.
• Partnership with your customer
“I don’t have time to create a relationship with
every customer”
When you have a customer- friendly attitude,
you naturally develop a partnership with the
other person, and solving a problem with a
partner takes much less time than a client.
9. Some Clues that will tell you you´re seeing the
customers as interruptions of your job!!
Your shoulders hug your neck
every time the phone rings.
Switching on voice mail even
when you are in the office.
Every customer is hard to reach
you.
You enjoy saying “NO” more
and more.
Every sentence you utter to a
customer begins with a sigh.
“By addressing less obvious
customer needs, such as listening
with empathy when customers
have a problem or providing
options and alternatives when we
can’t give customers what they
want, we widen the gap between
us and our customers.”
WITHOUT THEM, YOU HAVE
NO SALES, NO BUSINESS , AND
NO PAYCHECK.
We won’t see the importance
of a customer service until it’s
too late , and lost accounts or
reduced market share.
10. CUSTOMER EXPERIENCE
• Customer Experience is the sum of all
interactions between a customer and
our experience. It’s a blend of your
organization’s performance and the
emotions that you create all measured
against customer expectations across
all of your points of interaction.
• Every customer touchpoint must be
exceptional.
11. STRATEGIES
FOR BUILDING
A CUSTOMER
FOCUSED
COMPANY
ASKING FOR CUSTOMERS’
FEEDBACK ( DIFFERENT
METHODS: SURVEY ,
PHONE,)
EDUCATING ALL STAFF FOR
A DEFINITE ATTITUDE
CHANGE
CREATING CUSTOMER –
CENTRIC SYSTEMS
DEVELOPING CONSISTENCY :
FRIENDLINESS, COURTESY ,
RESPONSIVENESS ,ACCURACY :
THE CLERK SHOULD SMILE,
MAKE EYE CONTACT, USE THE
CUSTOMER’S NAME , AND SO
ON.
TRAINING EMPLOYEES
DESIGN AND IMPLEMENT
STANDARDS FOR SERVICE
EXCELLENCE
12. STANDARDS
Standards should be specific and measurable :
• Answering the phone within three rings
• Responding to all e-mail inquires within 24 hours
• Returning all customer calls within 24 hours
• Filling all orders within one day of receipt
It costs 5 times more marketing and sales dollars to
gain a new customer than it does to retain a current
one.
13. LOST ACCOUNT SURVEY
Whenever our company wants to
know why it has lost a particular
or group of customers.
One of the benefits of this
survey is that we learn from our
mistakes.
It is a chance to return back
these customers by doing some
extra service.
Prevention is always better.
14. WEB-BASED SURVEYS
• E – mail invitation
• Pop-up window
• Feedback or survey button
• Written Questionnaire
15. Phone Etiquette
Telephone is the
customer’s first
contact.
Smiling when you talk on the
phone ( pick up within 3
rings, greet the caller , give
your name or company
name, ask the customer if
you can help)
Changing the stress
on words
Take long, slow,
deep breath
Adjusting the
volume
Pacing yourself
16. The Customer‘s six
Basic Needs
• Friendliness
• Understanding and empathy
• Fairness
• Control
• Options and alternatives
• Information
17. Dealing with
Difficult
Customers
Step 6 Follow up
Step 5 Mutually agree on the solution
Step 4 Begin active problem solving
Step 3 Express empathy to the customer
Step 2 Avoid getting trapped in a negative filter
Step 1 Let the customer vent
19. TEN MAJOR DON’TS OF CUSTOMER SERVICE
DON’T
I don’t know
No
That’s Not My Job
You’re Right ; This stinks
You Need to talk to My Manager
You want it by when?
Calm down
I’m Busy Right Now
Call Me back
DO
• I’ll find out
• “What I can do is…”
• “This is who can help you …”
• “I understand your frustration.”
• “I can help you.”
• “I’ll try my best.”
• “I am sorry.”
• “I’ll be with you in just a moment.”
• “I will call you back.”