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World Class Service

World Class Service. Retail Customer Service. “Typical” Customer Service Interfaces. A Truth about Customer Service Make ALL of your systems serve your customers. An Unbendable Truth about Customer Service

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World Class Service

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  1. World Class Service Retail Customer Service

  2. “Typical” Customer Service Interfaces

  3. A Truth about Customer Service Make ALL of your systems serve your customers.

  4. An Unbendable Truth about Customer Service The level of service the outside customer receives, never over the long haul, exceeds the lowest level of service given to internal contacts!

  5. Customer Service - the Way it Should be • What are ALL of the contact points between your organization and your customer? • What do your customers expect at EACH point? Outside Customer Interaction

  6. World Class Service As Defined by the Customer Give me what I want when I need it. When we talk, act like you know me. Take personal responsibility for resolving my situation. Take accountability. Don't ask me to do anything I think you should do. After I tell you what I want, keep me informed. Protect me from myself. Give me more than what I expect.

  7. Another Unbendable Truth about Customer Service The level of service the customer receives is not what they expect; it is what they accept

  8. Customer Service - the Way it Should be • What are ALL of the contact points between your organization and your customer? • What do your customers expect at EACH point? Outside Customer Interaction 3. What information / assistance does EACH contact point need from ALL of the others in order to satisfy the customer’s expectations? 4. How will that information / assistance be shared?

  9. Truth #1 of All Work Functions • There is only one sure fire way to improve quality, improve customer service and reduce costs. That is to make an obsession of measuring the way: • You serve our internal customers • You manage yourselves.

  10. Truth #2 of All Work Functions There is one and only one way to improve service to your outside customer; that is to improve service to your inside customers!

  11. World Class Service For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com

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