Why commit to customer service development?
68% of customers may be lost due to an indifferent attitude of staff
What attitude is your staff portraying to your customers?
90% of first time enquiries to your business are by telephone
What does your company’s image sound like on the line?
For every 1 customer who complains there are a further 26 dissatisfied customers who don't.
How do you handle complaints to ensure customers come back again and again?
IS YOUR ORGANISATION SERIOUS ABOUT SERVICE?
If you are serious, these simple tools will help you maintain focus. They are used after your organisation has completed the Service Please! training workshop.
The tools will guide you and your team to meaningful improvements that matter to your customers. As a service leader your role is to state clear objectives and to guide thinking. You will need to take off your ‘manager’ hat and put on your ‘facilitator’ hat. Don’t forget to have fun!
The Toolkit content will help you:
- Ensure every staff member remains focused on the customer
- Close the gap between what customers expect and what you deliver by mapping Moments of Truth
- Identify customer needs at each moment of truth, then make sure that these needs are met
- Monitor and measure service standards so that you can set measurable goals with staff
- Set in place a continuous customer service improvement programme for your business
- Develop an action plan to keep the process rolling
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