The Ten Commandments of Customer Service Josh Eldredge

  • Slides: 14
Download presentation
The Ten Commandments of Customer Service Josh Eldredge CIS 1020 Final Project

The Ten Commandments of Customer Service Josh Eldredge CIS 1020 Final Project

The Ten Commandments of Customer Service Josh Eldredge CIS 1020 Final Project

The Ten Commandments of Customer Service Josh Eldredge CIS 1020 Final Project

1. Know who is boss Josh Eldredge CIS 1020 Final Project

1. Know who is boss Josh Eldredge CIS 1020 Final Project

1. Know who is boss 2. Be a good listener Josh Eldredge CIS 1020

1. Know who is boss 2. Be a good listener Josh Eldredge CIS 1020 Final Project

1. Know who is boss 2. Be a good listener 3. Identify and anticipate

1. Know who is boss 2. Be a good listener 3. Identify and anticipate needs Josh Eldredge CIS 1020 Final Project

1. Know who is boss 2. Be a good listener 3. Identify and anticipate

1. Know who is boss 2. Be a good listener 3. Identify and anticipate needs 4. Make customers feel important and appreciated Josh Eldredge CIS 1020 Final Project

1. Know who is boss 2. Be a good listener 3. Identify and anticipate

1. Know who is boss 2. Be a good listener 3. Identify and anticipate needs 4. Make customers feel important and appreciated 5. Help customers understand your processes Josh Eldredge CIS 1020 Final Project

1. Know who is boss 2. Be a good listener 6. Appreciate the power

1. Know who is boss 2. Be a good listener 6. Appreciate the power of “Yes” 3. Identify and anticipate needs 4. Make customers feel important and appreciated 5. Help customers understand your processes Josh Eldredge CIS 1020 Final Project

2. Be a good listener 6. Appreciate the power of “Yes” 3. Identify and

2. Be a good listener 6. Appreciate the power of “Yes” 3. Identify and anticipate needs 7. Know how to apologize 1. Know who is boss 4. Make customers feel important and appreciated 5. Help customers understand your processes Josh Eldredge CIS 1020 Final Project

2. Be a good listener 6. Appreciate the power of “Yes” 3. Identify and

2. Be a good listener 6. Appreciate the power of “Yes” 3. Identify and anticipate needs 7. Know how to apologize 4. Make customers feel important and appreciated 8. Give more than expected 1. Know who is boss 5. Help customers understand your processes Josh Eldredge CIS 1020 Final Project

2. Be a good listener 6. Appreciate the power of “Yes” 3. Identify and

2. Be a good listener 6. Appreciate the power of “Yes” 3. Identify and anticipate needs 7. Know how to apologize 4. Make customers feel important and appreciated 8. Give more than expected 1. Know who is boss 5. Help customers understand your processes 9. Get regular feedback Josh Eldredge CIS 1020 Final Project

2. Be a good listener 6. Appreciate the power of “Yes” 3. Identify and

2. Be a good listener 6. Appreciate the power of “Yes” 3. Identify and anticipate needs 7. Know how to apologize 4. Make customers feel important and appreciated 8. Give more than expected 1. Know who is boss 5. Help customers understand your processes 9. Get regular feedback 10. Treat employees well Josh Eldredge CIS 1020 Final Project

Mystery Shops Greeting Trained Staff Friendly Fed. Ex Office USPS Office Depot The UPS

Mystery Shops Greeting Trained Staff Friendly Fed. Ex Office USPS Office Depot The UPS Store Josh Eldredge CIS 1020 Final Project Transaction Time Thank You

Conclusion • Ensure you are providing the best service possible • Don’t assume things

Conclusion • Ensure you are providing the best service possible • Don’t assume things are going OK • Don’t rely on your competition giving poor service. They don’t. • Continually reevaluate the service in your center and find areas for improvement Josh Eldredge CIS 1020 Final Project