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Presented by (insert instructor’s name) (insert organization). Developed by Grace Wittman , Steve Hines, Sarah Schumaker , and Susan Traver. The Fundamentals. Delivering service that makes a positive, lasting impression takes more than simple courtesy– much more .
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Developed by Grace Wittman, Steve Hines, Sarah Schumaker, and Susan Traver
Delivering service that makes a positive, lasting impression takes more than simple courtesy–much more.
It starts with understanding what the relationship is from your customers’ point of view:
But basics are not enough to keep your business competitive today!
The Golden Rule:
Treat your customer as you wouldlike to be treated.
But it doesn’t end there!
Imagine a new scenario…
Anchored in generosity
Grounded in trust
Bolstered by a vision
Coalition based on honesty
Balance between customer and business
Grace—relationships appear effortless
Think of a business that does a superior job of generosity.
What does it look and feel like?
What are some of the special things that business does to make you feel welcome?
Think of a business that provides basically good service, but is sometimes unfriendly.
Why did they earn that title?
How do you feel when you shop there?
“I couldn’t possibly mix decaf and regular
without my manager’s approval.”
Why do customers lose trust?
Declare a 60-day trust period.
Identify areas where “we don’t trust you” messages are sent to customers.
Faith is not belief without proof, but trust without reservations.
Everyone is rowing in the same direction!
J. Willard Marriott
If you want to lift yourself up, lift up someone else.
Booker T. Washington
Learn customers’ expectations
and then try to exceed them.
Commit yourself to performing one ten-minute act of exceptional customer service per day and ask your fellow employees to do the same.
In a 100-person company taking into account normal vacations, holidays etc., that would mean 24,000 new courteous acts per year.
Such is the stuff of revolutions.
it’s not rocket science!