Certified Customer Services ExpertLearning is a treasure that will follow its owner everywhere. Chinese Proverb

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products.

Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.

Going the Extra Mile

Once you have met that customer’s basic needs, what could you do to show that you are committed to providing the best service possible?

Try these simple tasks where applicable:

  • Remember someone’s name and use it frequently in conversation
  • Remember what someone has purchased
  • Learn your customers likes and dislikes
  • Contact your customers regularly
  • Put their needs high on your priority list
  • Inform customers of specials and sales
  • Be available to meet his/her needs
  • Follow up when you say you will
  • Be organized and thorough
  • Return customer calls promptly
  • Demonstrate you want to fulfill their customer needs

The seven situations of difficult customers

  1. You don’t know the answer to a customer’s question (Tell the customer that you don’t know the answer, but you will find out)
  2. You have to say no to a customer’s request (Explain why you have to say no; offer alternatives)
  3. Your computer is working slowly and the customer is getting impatient (Tell the customer your computer is working slowly; keep the customer informed about what’s happening)
  4. The customer makes an unrealistic request (Explain what alternatives you can offer)
  5. The customers doesn’t seem to believe you (Offer to show proof or backup information)
  6. The customer is angry (Stay calm; acknowledge the customer’s feelings)
  7. The customer doesn’t want to give you the information you need (Explain why you need the information)

Customer’s Bill of Rights:

  • To be taken seriously
  • To be listened to
  • To be respected
  • To receive a quick response

how can we help you?

Contact us at the Consulting WP office nearest to you or submit a business inquiry online.

Becoming a member of The International Association for People and Performance Development will help you stand out from the crowd no matter where you are in your career. With many years of experience, we can help you get the most out of people and performance development. Whether it’s through sharing knowledge, bringing you together with the right people or providing practical advice, we can help you take the next step.

The late Geoff Cook
Founder, IAPPD Global

Join this course and be CCSE

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