Content Outline:
I. What Exactly Is Customer Service / Customer Satisfaction?
A. Don't Be Surprised If You Get Many Different Answers
B. Good versus Bad Service
II. What's All the "Hoopla" About Customer Service Anyway?
A. Evolving Trends in Employment
B. Paradigm Shifting
C. Retaining a Customer Base
D. The Payoffs for You in Paying Attention to Them
III. Who Are Your Customers and Do You Really Know Them and What They
Want From You?
A. External Customers
B. Internal Customers
C. Use of Focus Groups
D. The Survey / Follow-Up Approach
E. The Informal "You" Approach
IV. What Drives a Customer Away, Perhaps Forever?
A. The "Straws That Break the Customer's Back!"
V. What Keeps a Customer for Life?
A. Something Called Value - Added Service
B. Respect for and Commitment to the Customer Bill of Rights
VI. So, How Do You Know That You Are In the Right Place, At the Right Time
With The Right Stuff?
A. Tolerance for Customer Contact
B. Your Attitude With Your Customers
1. Approach – Avoidance
C. Your Focus While at Work
1. Production versus Service
D. Determining Your Emotional Intelligence
1. Credentials versus "People Powers"
VII. How To Get Better ‘n Better With Your Customers
A. Customer – Focused Care Delivery
B. Re-Prioritize Your Priorities and Re-tool Your Customer Service
Toolbox.
VIII. Re-engineering Yourself
A. Your Personalized Customer- Service Makeover!
1. Body Language Revisited
2. Your Voice? Yes, Your Voice!
3. Hello? Is Anyone on the Other End of this Phone?
4. And Your Attitude Towards Your Customer? Let's Take a Good
Look at It.
5. Lessons from the Energizer Bunny on "Going the Extra Mile!"
6. Successfully Surfing the Waves of Challenging (Dare I Say
Difficult) Customers and Situations.
