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Objectives

Objectives. Identify the role importance of excellent customer service to the Total Refrigeration business . Identify our customer groups and what they expect from us as a team. Understand the key elements of excellent service and where we excel and could improve.

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Objectives

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  1. Objectives • Identify the role importance of excellent customer service to the Total Refrigeration business . • Identify our customer groups and what they expect from us as a team. • Understand the key elements of excellent service and where we excel and could improve. • Focus on how we can create an excellent service experience through communication. • Create a service vision for future improvement . Orginspire - A Great Training Company - orginspire.com

  2. Content Overview • The business case for Excellent service. • What customers want. • What a good job looks like. • Challenging our approach. • Continual improvement. • Effective communication skills 1 • Our customer charter. • Next steps. Orginspire - A Great Training Company - orginspire.com

  3. Our Approach • Flexible – its your day. • Questions – any time / place /where. • Practical – get your feet wet. • Personal –make it your own. • Participative – share ideas / experience • Documentation – notes / doinks • Breaks – time to think Orginspire - A Great Training Company - orginspire.com

  4. The Brand Wagon Customers will pay 19% more for a leading brand name as compared to a weak brand 18% of a consumer’s decision to purchase is determined by brand issues Once consumers buy a branded product or service, they become more aware of the brand’s advertising. This, in turn, leads to more sales. That first buy is critical for the brand More employees stay with a company when the company lives its brand internally Orginspire - A Great Training Company - orginspire.com

  5. Elements of Service Material vs. Personal Emotional vs. Rational Internal vs. External Moments of Truth Orginspire - A Great Training Company - orginspire.com

  6. The Olympic Gold 9.4 Olympic Standard 0.2 Risk 0.2 Originality 0.2 Virtuosity 10.00 The Perfect Ten Peter Vidmar 1984 Orginspire - A Great Training Company - orginspire.com

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