Customer Service Training

CUSTOMER SERVICE TRAINING RETENTION "Customer service is about exceptional service, happy Customers and creating positive memorable experiences" EXCEPTIONAL AND PROFITABLE RESULTS CUSTOMER LOYALTY Robert Moment --- - Customer Service Consultant and Author EXCEPTIONAL Resourcefulness Seamless Service CUSTOMER Courtesy LOYALTY Trustworthy Service EXPERIENCES Pro-active Service Attentiveness 01 02 Seamless Service means providing everything the customer needs, not just what is required to meet the minimum standards. It's about making sure that they don't have to wait and wonder. Customers will appreciate a smooth, seamless process for addressing their needs. Ease of doing business. Trustworthy Service is essential to retaining customers. Under promise and over deliver - If you promise a satisfactory solution and then go the extra mile to not only satisfy the customer, but gain their appreciation you will achieve customer loyalty along with word of mouth marketing that will bring new customers. 03 04 Resourcefulness means finding solutions when there appear to be none. Resourceful customer service representatives know that there is always a way to move beyond the standard procedures in order to make a customer happy. Resourcefulness involves finding a solution when a solution isn't apparent. Attentive Service means paying attention during and after the initial customer contact. Attentive- ness should run through every customer service experience, from listening carefully to the customer's concerns to following up after the exchange is over to make sure their needs have been met. 05 06 Pro-Active Service means not waiting for the customer to come up with a solution that you simply follow through on. A pro-active customer service representative anticipates the needs of the customer and follows through. Don't wait for the customer to ask you what you are willing to do - anticipate the question and answer it before they can ask. Courtesy is a commodity that is becoming rarer every day. It takes so little to be polite but it is becoming a lost art. Say please when you ask a customer a question, thank them for their information and take time to build a relationship with them. Nothing makes a customer feel more devalued than being treated like a number. Treat every customer as if they are your BEST and ONLY customer. www.customerservicebook.net | (c) copyright 2013 | CUSTOMER SERVICE TRAINING RETENTION "Customer service is about exceptional service, happy Customers and creating positive memorable experiences" EXCEPTIONAL AND PROFITABLE RESULTS CUSTOMER LOYALTY Robert Moment --- - Customer Service Consultant and Author EXCEPTIONAL Resourcefulness Seamless Service CUSTOMER Courtesy LOYALTY Trustworthy Service EXPERIENCES Pro-active Service Attentiveness 01 02 Seamless Service means providing everything the customer needs, not just what is required to meet the minimum standards. It's about making sure that they don't have to wait and wonder. Customers will appreciate a smooth, seamless process for addressing their needs. Ease of doing business. Trustworthy Service is essential to retaining customers. Under promise and over deliver - If you promise a satisfactory solution and then go the extra mile to not only satisfy the customer, but gain their appreciation you will achieve customer loyalty along with word of mouth marketing that will bring new customers. 03 04 Resourcefulness means finding solutions when there appear to be none. Resourceful customer service representatives know that there is always a way to move beyond the standard procedures in order to make a customer happy. Resourcefulness involves finding a solution when a solution isn't apparent. Attentive Service means paying attention during and after the initial customer contact. Attentive- ness should run through every customer service experience, from listening carefully to the customer's concerns to following up after the exchange is over to make sure their needs have been met. 05 06 Pro-Active Service means not waiting for the customer to come up with a solution that you simply follow through on. A pro-active customer service representative anticipates the needs of the customer and follows through. Don't wait for the customer to ask you what you are willing to do - anticipate the question and answer it before they can ask. Courtesy is a commodity that is becoming rarer every day. It takes so little to be polite but it is becoming a lost art. Say please when you ask a customer a question, thank them for their information and take time to build a relationship with them. Nothing makes a customer feel more devalued than being treated like a number. Treat every customer as if they are your BEST and ONLY customer. www.customerservicebook.net | (c) copyright 2013 |