A Customer Focus
I remember one instance when I stopped by the graphics department to drop off some charts for a presentation scheduled in the near future. While I discussed my requirements, chart by chart, the graphic artist continually nodded his head in agreement. We were in synchronized, or so I thought. I then proceeded to ask “When can I have the completed charts?” to which he replied. “Two weeks is our normal turnaround time.” I said “That’s OK.” He then went on to say, “Of course, that’s unless we get bogged down in our ongoing work or unless we get a higher priority job.”
Customer Satisfaction
All of us recognize that our time on the job is spent performing tasks that will somehow support a sale. We, as a corporation, are in business to provide goods and services in exchange of revenue.
Effective Customer Service
Course Overview:
- Customer services are now a major contributor to you and your company success.
- Customer service has an immediate priority for everyone in your organization.
- In existing competitive marketplace, the companies with great customer service will not only survive, they will thrive.
Solving customer’s complaints
Follow the following prescription:
1. Listen
• Listening is very important, getting the details right first time is vital.
2. Apologize for the problem,
• Always say “Sorry that you’re facing this problem, Sir”
3. Be understanding; show the customer that you can see his anger.
• Use this phrase “I see it very annoying Sir, I will try to help to the bestof my ability.”
4. Correct the problem quickly, always know the following:
• The faster the problem solved the better.
• If not, keep your customer informed with your development.
Customer Service Understanding Expectations and Development
Customer Expectations
Customers come with needs
Companies need to focus on customer needs and wants to create customer value
Policies should be flexible to varying needs, not “one size fits all” mentality
Focus on long term relationships, not short term dollars
Golden rule – treat each customer as you would want to be treated as a customer.
Human Performance Improvement for you 