How we say good bye is as important as how we say hello. Customers want to do business with people who make them feel good about themselves and their decisions. Service must be customer-driven so their satisfaction is the ultimate measure of our success. What makes service truly remarkable? Great service is not an event, it is a process that requires active, willing and competent participation of all employees. The participants will have better understanding of the customers’ needs & assertively manage the conversation with difficult or irate customers.Īnytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression” – Jan Carlzon They will discuss the importance of the value-added ingredients in exceptional customer care. This module will provide the learner with the knowledge and skills needed to anticipate and respond in various constructive ways to the problems customers inevitably meet. Profit comes from repeat customers – those that boast about the product or service” Workshop Goal Customers that are unhappy and some that are merely satisfied – switch. “It will not suffice to have customers that are merely satisfied.
Increasingly, a company is judged on its attention to the customer. We cannot compete solely on the basis of product or price.
This money is wasted if staff fails to give a level of service required to encourage purchase, and ultimately a decision to return to this company. Jan Carlzon has been an inspirational voice for exceptional customer service.Ĭompanies spend huge amounts of money on marketing and advertising their products and services with the intention of attracting new customers and retaining existing ones.
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