Driving Business Growth Through Customer Service

Troy Holder’s

© 2011 Q’ Designs and Marketing • Info@TroyHolder.com • Tel: (246) 256-1804
MARKETING • ADVERTISING • GRAPHICS • TRAINING • PROMOTIONS • INFORMATION PRODUCTS

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Great Customer Service is:

“A Way of Thinking”

NOT

A quick fix of a problem



“Prevention of

Problems ”

NOT

Just listing problems



“Commitment”

NOT

Coincidence



“Identifying errors

that could occur”

NOT

Finding errors after service delivery


“A Positive Attitude”

NOT

Doing it right when you feel like it

GREAT
Customer Service
starts with...

Who is an
External Customer
People outside of the organisation
who buy goods or services from you.


What about those persons
who call or visit your place of
business for information?
How Should We Deal With Them?
Prospective Customers

Who is an
Internal Customer
People, who work within your organisation and
rely on you

to provide information, products and services so
they can perform their jobs
and in turn provide quality service to their
external customers.

Reliability
Fast Response Time
Knowledgeable Staff
Caring And Individual Attention
Confidence In Your Company
Fair Prices And Treatment
Suggest Others________

Customer Service Killers To
Avoid
That is not my job
I need the perfect product/service to do my job
That customer is so (@$$%^&*(, BEEP!
Now is NOT the best time
I don’t see others doing, it so why should I
But this is not my business
I don’t want no one think I looking for…
F.E.A.R = Fantasized Experiences Appearing Real




Poor attitude by employees to customer service



Management hiring employees with poor work attitude



Lack of product/service knowledge



Employees lack of interpersonal skills



Not recognizing when customers are dissatisfied with service



Failure in handling difficult customers



Not performing backup duties



Others ________________________ (suggest some)

Mistakes Will
Occur
Whether or not an organisation recovers
from a failure depends on the commitment
of the organisation to quality customer
service.










Attitude is the way you communicate your
mood to others.

In the work environment it is your attitude that
makes the difference.
Building and maintaining healthy relationships
among superiors and co-workers is the key to
success in any organisation.
Being positive not only helps you develop
healthy relations but it also leads to career
success.

Let’s Start To Measure Your Attitude
Do AGREE or DISAGREE with the following
There is nothing demeaning about
assisting or serving others.
I can be positive to everyone regardless
of their age, appearance or behaviour.
On bad days when nothing goes right,
I can still finds ways to be positive.
The higher the quality of service
I provide during work the better I feel.
I am enthusiastic about my job









Unlucky
Born, Black & Poor
Gender
Religious Teachings
Lack Of Knowledge
Family

failures
Truth or Myth?
…responsible for our


Unless we are able to overcome the lies we have
been feed for decades and give ourselves
permission to experience success, we will

continue to hold others responsible for our

failures.


Obstacles
=
Building Blocks
Don’t trip… Step

Troy Holder’s
Breakthrough | Discoveries:

THINK vs DO
“Thinking positive without taking positive
actions is wasted potential, wasted time
and wasted opportunities”




You can do more if you really make the effort



Doing ordinary things extraordinary well



Discovering new ways to exceed the expectations of those
you serve



Going beyond what is expected is the new normal



Being at your best with every person



Adding value and integrity to every interaction


1.

The Role of Customer Service in Business Success

2.

Working with Internal Customers

3.

Developing Effective Communication Skills

4.

The Power of Effective Interpersonal Skills

5.

Emotional Intelligence – The Heart Smart Edge

6.

Wining Telephone Techniques
Combined, these modules cover the necessary skills and knowledge
which all employees should utilise in order to deliver service excellence
during point of customer contact.

Troy Holder is available to facilitate the Customer Service Edge
Tel: (246) 256-1804. Email: Info@troyholder.com

Driving Business Growth Through Customer Service

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