Customer Service Seminar

Building Customer Loyalty – Your Competitive Advantage Presented by: Alexandra S. Jackiw, CAPS, CPM ®

It’s not what we sell… It’s who we serve. We take care of people for a living.

Customer – (kus ’ tuh mer) n. ,[object Object],[object Object],[object Object]

The Customer Has Changed! ,[object Object],[object Object],[object Object],[object Object]

Customers vs. Stakeholders ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

MOMENTS OF TRUTH CRITICAL POINTS OF CONTACT Collective Memory

The Solemn Promise Never again!!!

Why Customers Stay: ,[object Object],[object Object]

Customers Talk (And now they e-mail and blog!!!) ,[object Object],[object Object],[object Object],… and that gives them power!

Why Customers Leave: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Place that screams “We don’t trust you”?

Perception IS Reality ,[object Object]

Are we hiring the right people?

Service from the Heart ,[object Object],[object Object]

How ’ s Your ATTITUDE??? ,[object Object],[object Object],[object Object],[object Object]

Stinking Thinking ,[object Object],[object Object],[object Object]

How is your CCC Quotient? Creeping Customer Contempt

The Keys to Service Excellence ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Keys to Service Excellence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Keys to Service Excellence ,[object Object],[object Object],[object Object],[object Object]

The Keys to Service Excellence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Keys to Service Excellence ,[object Object],[object Object],[object Object]

Brighten Someone ’ s Day What’s that EXTRA thing you do?

Customer Service Seminar

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Customer Service Seminar