Providing Legendary Customer Service

Listen in to learn how customer service is a core part of any business and how you and your team can serve your customers effectively.

Introduction

• Build loyalty through happy customers

1. Serving Your Customers

• What is customer service?
• Understanding customer satisfaction
• Empowerment for employees
• The five needs of every customer
• Players and trainers
• Customer attributes
• Cost of losing a customer

2. Managing Perceptions and Expectations

• Barriers to excellent customer service
• The power of perceptions
• Understanding expectations
• Levels of expectations
• Scope of influence
• Reputation management
• Exceeding customer's expectations

3. Values and Ethics in Customer Service

• Keys to credibility
• Importance of values
• Ethics in customer service
• Personal purpose statement
• What do customers want now?

Conclusion

• Taking action for customers