Customer Service. A New Creature. WHAT CUSTOMER SERVICE TRULY IS …. ● LIVING ● SHARING ● GIVING ● GROWING ● PRODUCING “One of the deep secrets of life is that all that is really worth doing is what we do for others. - LEWIS CAROL - . DEFINING CUSTOMER SERVICE.
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A New Creature
“One of the deep secrets of life is that all that is really worth doingis what we do for others.- LEWIS CAROL -
“Quality of service delivery set by you or your department.”
“Customer care activities that support the delivery of the product or core service.”
“The way in which the brand meets its customers' needs via its various different channels.”
Los Rios Employees
Etc., Etc., Etc…WHO ARE YOUR CUSTOMERS?
Someone Is Screaming At Me?
“Are you okay? How can I help?”
“I would really like to help you and I need you to calm down in order for me to do that.”WHAT DO I DO IF…
Someone is in the office and becomes upset
Speak slowly, repeat yourself and do your best to pronounce your words clearly.
Ask what the problem is and do your best to explain things to them.WHAT DO I DO IF…
L = Let Others Speak
I = Intend to ‘Hear” Them
S = Speak When It Is Your Turn
T = Talk With Them, Not At Them
E = Enthusiastically Respond
N = Never Speak When Others Are Talking
Southwest Airlines (shining in the worse conditions)
Blue Nile (low prices and high-end service)
Nordstrom (a culture of customer service)
CarMax (driving the extra 12-hour mile)
**Case Studies quoted **Customer Service At Its Best!
“Always give peoplemore than what they expect to get.”- NELSON BOSWELL -
“Treat others how you wish to be treated”
- The Golden Rule -
“Isn’t it really ‘customer helping’ rather than customer service? And wouldn’t you deliver better service if you thought of it that way?”
- JEFFREY GITOMER -