EXCEED EXPECTATIONS

1. LESSON 4.3 EXCEED EXPECTATIONS Describe how to go the extra mile during and after customer transactions Recognize the difference between single-bagger and double-bagger attitudes

2. 4.3 Go the Extra Mile • Strive for excellence • Provide stand-out service • Proactive customer service • After the sale

3. 4.3 Strive for Excellence • Customers want perfection • Products without defects • Work of the highest quality • Prompt and professional service • Companies must strive for 100%

4. 4.3 Provide Stand-Out Service • Take each customer’s questions seriously, no matter how simplistic. • Personalize your service as much as possible. • If allowed by company policy, offer product samples, coupons, or other incentives. • Under-promise and over-fulfill. • When problems occur, resolve them quickly and to your customer’s satisfaction. • Send a personal, well-written thank-you note to customers who refer others to you. • Stick to your customer’s agenda, not your own.

5. 4.3 Proactive Customer Service • A proactive approachto customer service is based on the theory that customers’ desires and needs are filled before customers recognize they exist. • Proactive customer service reduces costs.

6. 4.3 After the Sale • Compliment customers on their excellent buying decisions. • Keep track of orders. • Make follow-up calls. • Send thank you cards. • Stay in touch.

7. 4.3 Be a Double-Bagger • The term double baggers originally referred to employees who automatically double bagged groceries that were too heavy for a single bag. • Double baggers • Treat every customer like the company’s best customer • Think of customer needs, even those not expressed • Do more than their job requires