Unique skills to enable your organization stand you out in a highly competitive environment. In today's competitive markets, customer service determines the winners and losers. Customers today are informed and therefore demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Energize employees, impress customers, enhance image, improve positive word-of-mouth, and increase repeat business.
Who is a customer? Types of Customers, What is Service? Who defines quality service? What is excellent customer service? Managing customer value orientation, Understanding customer loyalty, Process of continuous quality service improvement, Communicating for positive results. Identifying sources of competitive advantage; The Financial Impact of Service; Repeat Business.
Customer Service is an Attitude not a Department
Internal and External Customers
Internal Service is just as important as External Service
Focusing and Prioritizing the Top Expectations of Customers
Creating a Service Mission Statement to stay Focused
Attitude is a Choice that is Controllable
A Formula for Success
Having Influence in the Organization
Understanding the Two Levels of Customer Service
Documenting Customer Concerns