Customer Service
Companies spend huge amounts of money on marketing and advertising their products and services with the intention of attracting new customers and retaining existing ones. This money is wasted if staff fails to give a level of service required to encourage purchase, and ultimately a decision to return to this company. We cannot compete solely on the basis of product or price. Increasingly, a company is judged on its attention to the customer.
Our goal is to provide our customers with the knowledge and skills needed to anticipate and respond in various constructive ways to the problems customers inevitably meet. We discuss the importance of the value-added ingredients in exceptional customer care.
What makes service truly remarkable? Great service is not an event, it is a process that requires active, willing and competent participation of all employees.
Service must be customer – driven so their satisfaction is the ultimate measure of our success. Customers want to do business with people who make them feel good about themselves and their decisions. How we say good bye is as important as how we say hello. The way we help to solve a dilemma is just as important as its outcome because it will determine the outcome.
We all have important roles in a sequence of events that culminate in a positive customer service experience. Each job is a part of the chain reaction with our co-workers which impacts upon the response of our customers – this linkage is what remarkable service is all about.
In the book Moments of Truth, it speaks about the quality of contact between an individual customer and the employee that serves the customer directly. We will concentrate on the special moments when we must prove to our customers that your company is the best alternative to do business with. Great Customer Service is supported by skills such as communication skills, conflict resolution, problem solving , sales, etc. We have prepared a variety of customer service supporting subjects that will help cement your foundations.
There are foundations that are needed for great customer service, but sometimes the foundations are not strong. We need to build on the foundations with more blocks’ of knowledge and skills to strengthen the whole process.
These areas are Problem Solving skills, communication, creativity, internal customer service, attitude, etc. Customer service is much more than what we traditionally talk about. It requires the whole range of skills that will eventually provide solid and strengthened customer service to the external customer.
Our goal is Customer service but we need to bridge the gap that prevents consistent and higher customer service. Strengthen the areas of our business to support the overall goals. I have much experience in helping organization and teams to do that.
