the first mile The Essential ART of Customer

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the first mile The Essential ART of Customer Service Copyright © 2002 Edge Training

the first mile The Essential ART of Customer Service Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Congratulations! You’ve just been awarded the Customer’s Choice Award for Outstanding Customer Service Please

Congratulations! You’ve just been awarded the Customer’s Choice Award for Outstanding Customer Service Please introduce yourself and give your acceptance speech! Be sure to thank all the people who have helped you achieve this honor. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Who are your customers? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Who are your customers? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Whose is job customer service? Copyright © 2002 Edge Training Systems, Inc. All Rights

Whose is job customer service? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Have YOU ever gotten poor service as a customer? How did you feel? Copyright

Have YOU ever gotten poor service as a customer? How did you feel? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Word ofof Mouth. . . A customer who has a. . . Good Experience:

Word ofof Mouth. . . A customer who has a. . . Good Experience: tells 5 people Bad Experience: tells Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. 10 10 people

Video Presentation. . . Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Video Presentation. . . Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Is this good customer service? What’s wrong with this picture? Copyright © 2002 Edge

Is this good customer service? What’s wrong with this picture? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Does Rick see customers as highest priority? What’s your soup…today? Hello? Copyright © 2002

Does Rick see customers as highest priority? What’s your soup…today? Hello? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Does Rick know who I’m sorry. This isn’t my table. Copyright © 2002 Edge

Does Rick know who I’m sorry. This isn’t my table. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. the customer is?

Does Rick accept responsibility Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Does Rick accept responsibility Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. personal for customer service?

Take personal responsibility for customer service Know who your customers are Make customers your

Take personal responsibility for customer service Know who your customers are Make customers your highest priority Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

What the opens Rick’s eyes toto opens error ofof his ways? error Copyright ©

What the opens Rick’s eyes toto opens error ofof his ways? error Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

becoming a customer Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

becoming a customer Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Take a look from the customer’s point of view Copyright © 2002 Edge Training

Take a look from the customer’s point of view Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

What is the essential of customer service? Copyright © 2002 Edge Training Systems, Inc.

What is the essential of customer service? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. ART

How do we pay attention to our customers? Copyright © 2002 Edge Training Systems,

How do we pay attention to our customers? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

How do we show respect for our customers? Copyright © 2002 Edge Training Systems,

How do we show respect for our customers? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

How do we give our time to our customers? Copyright © 2002 Edge Training

How do we give our time to our customers? Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Take personal responsibility for customer service Know who your customers are Make customers your

Take personal responsibility for customer service Know who your customers are Make customers your highest priority Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

Attention A Respect R Time T Copyright © 2002 Edge Training Systems, Inc. All

Attention A Respect R Time T Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.