Customer Service Edge For Success

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Information about Customer Service Edge For Success
Business & Mgmt

Published on March 3, 2014

Author: qdesigns



"The Role of Customer Service in Business Success" The present economic times present unique challenges for many businesses. The rising operating cost can create a difficult environment to thrive in.

Progressive organisations embrace the importance of investing in excellent service delivery to achieve business success. Their know the returns on customer service training is found in the bottom line, as there is an undisputed connection between service excellence and excellent sales, customer retention, brand loyalty and word-of-mouth promotion.

Troy Holder’s © 2011 Q’ Designs and Marketing • • Tel: (246) 256-1804 MARKETING • ADVERTISING • GRAPHICS • TRAINING • PROMOTIONS • INFORMATION PRODUCTS • • •

Great Customer Service is: “A Way of Thinking” NOT A quick fix of a problem •

Great Customer Service is: “Prevention of Problems ” NOT Just listing problems •

Great Customer Service is: “Commitment” NOT Coincidence •

Great Customer Service is: “Identifying errors that could occur” NOT Finding errors after service delivery

Great Customer Service is: “A Positive Attitude” NOT Doing it right when you feel like it

GREAT Customer Service starts with...

Who is an External Customer People outside of the organisation who buy goods or services from you. •

What about those persons who call or visit your place of business for information? How Should We Deal With Them? Prospective Customers

Who is an Internal Customer People, who work within your organisation and rely on you to provide information, products and services so they can perform their jobs and in turn provide quality service to their external customers. •

Reliability Fast Response Time Knowledgeable Staff Caring And Individual Attention Confidence In Your Company Fair Prices And Treatment Suggest Others________ •

Customer Service Killers To Avoid That is not my job I need the perfect product/service to do my job That customer is so (@$$%^&*(, BEEP! Now is NOT the best time I don’t see others doing, it so why should I But this is not my business I don’t want no one think I looking for… F.E.A.R = Fantasized Experiences Appearing Real •

 Poor attitude by employees to customer service  Management hiring employees with poor work attitude  Lack of product/service knowledge  Employees lack of interpersonal skills  Not recognizing when customers are dissatisfied with service  Failure in handling difficult customers  Not performing backup duties  Others ________________________ (suggest some) •

Mistakes Will Occur Whether or not an organisation recovers from a failure depends on the commitment of the organisation to quality customer service. •

    Attitude is the way you communicate your mood to others. In the work environment it is your attitude that makes the difference. Building and maintaining healthy relationships among superiors and co-workers is the key to success in any organisation. Being positive not only helps you develop healthy relations but it also leads to career success. •

Let’s Start To Measure Your Attitude Do AGREE or DISAGREE with the following There is nothing demeaning about assisting or serving others. I can be positive to everyone regardless of their age, appearance or behaviour. On bad days when nothing goes right, I can still finds ways to be positive. The higher the quality of service I provide during work the better I feel. I am enthusiastic about my job •

      Unlucky Born, Black & Poor Gender Religious Teachings Lack Of Knowledge Family failures Truth or Myth? …responsible for our •

Unless we are able to overcome the lies we have been feed for decades and give ourselves permission to experience success, we will continue to hold others responsible for our failures. •

Obstacles = Building Blocks Don’t trip… Step •

Troy Holder’s Breakthrough | Discoveries: THINK vs DO “Thinking positive without taking positive actions is wasted potential, wasted time and wasted opportunities” •

 You can do more if you really make the effort  Doing ordinary things extraordinary well  Discovering new ways to exceed the expectations of those you serve  Going beyond what is expected is the new normal  Being at your best with every person  Adding value and integrity to every interaction •

1. The Role of Customer Service in Business Success 2. Working with Internal Customers 3. Developing Effective Communication Skills 4. The Power of Effective Interpersonal Skills 5. Emotional Intelligence – The Heart Smart Edge 6. Wining Telephone Techniques Combined, these modules cover the necessary skills and knowledge which all employees should utilise in order to deliver service excellence during point of customer contact. Troy Holder is available to facilitate the Customer Service Edge Tel: (246) 256-1804. Email:

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