Achieving Excellence Through Customer Service 9 th and 10 th November, 2007 Crown Berger Limited P O BOX 78188 - 00507 Nairobi, Kenya Presented by: Tips Management Services Limited P O Box 78049 – 00507, Nairobi Phone: 2089431/343357 Fax: 343357 Email: tipsco@wananchi.com Website: www.tipsmanagement.com John Tschohl

DEFINING SERVICE QUALITY CULTURE

Lee Scott President & CEO, Wal-Mart “ We must provide the level of service our customers expect and deserve.”

CREATING QUALITY SERVICE CULTURE IN AN ORGANISATION

REDEFINING THE CUSTOMER IN COMPETITIVE BUSINESS ENVIRONMENT

Who is a customer?

HOW TO BE SUCCESSFUL IN OFFERING QUALITY SERVICE

THE ART OF SATISFYING AND CREATING DELIGHTED CUSTOMERS

HOW TO HANDLE SPECIAL PROBLEMS, CONCERNS, AND COMPLAINTS

Implementing a complaint – Handling Process

Resolving Propose and agree on a solution that is acceptable to the customer Action To Take Stage Three