The document discusses customer service, emphasizing the importance of enhancing customer satisfaction beyond mere expectations. It highlights the positive impact of great customer service on sales and relationships, using Ritz Carlton's service values as a case study. Key takeaways include maintaining a positive attitude, building relationships, and actively engaging with customers to improve service experiences.

1. CUSTOMER SERVICE THE GOOD, THE BAD & THE UGLY

2. Aims and Objectives What is Customer Service? Going Above and Beyond for the Customer How Companies Achieve Great Service First Impressions Count

3. Introduction “Companies don’t give great customer service, people do”

4. Activity Bin Your Thoughts Throw away your NEGATIVE thoughts!

5. Definition of Customer Service “ Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Jamier L. Scott

6. Good to Great! What we want to do is go beyond just meeting the ‘customer expectation’ and creating something that surprises the customer; going that bit extra, increasing the customer experience.

7. Good to Great! The Sales Story Great Customer Service = Greater Sales & Happy Customers

8. Customer Service What do you expect from customer service given to you? Your examples of customer service, Good and Bad!

9. Case Study GOLD standards of service

10. Ritz Carlton “ We are Ladies and Gentlemen serving Ladies and Gentlemen.” Three Steps Of Service Service Values: I Am Proud To Be Ritz-Carlton The Employee Promise

11. Activity First Impressions Count

12. BAD Customer Service Remedies Never, never, never ignore a customer Enjoy your job Throw away your NEGATIVITY! Build a relationship with your customers and team members AND……………….

13. Put yourself in the CUSTOMERS SHOES!

14. Summary A POSITIVE CAN-DO ATTITUDE BUILD GREAT RELATIONSHIPS WITH YOUR CUSTOMER AND YOUR TEAM GOING BEYOND EXPECTATIONS = GREATER SALES & HAPPY CUSTOMERS

15. Remember, NEVER let your customer service cause this….