Exceptional customer service west ala chamber 11-17-10

Exceptional Customer Service “Know The Customer – Know Yourself ” West Alabama Chamber November 17, 2010

Presentation Outline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Presentation ,[object Object],[object Object],[object Object],[object Object],[object Object]

Who Is The “real” Customer? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Activity ,[object Object],[object Object]

What is Customer Service? ,[object Object],[object Object],[object Object],[object Object],[object Object]

What Do Customers Want? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Know The Customer ,[object Object],205-323-1993 www.talapro.com Triggers Calmers Policy Here’s What We Can Do Can’t Can Sorry Thank You No, I don’t know I Can Find Out But And You Should Have I Understand Why You The Only Thing We Can Do The Best Option I Think

Know The Customer ,[object Object],205-323-1993 www.talapro.com If The Customer is You Natural Are Natural Angry Show Concern In A Panic Show a Sense of Urgency Friendly Are Cheerful Overburdened Show Sympathy Frustrated Are Empathetic

Know Yourself ,[object Object],[object Object],[object Object],[object Object],[object Object]

Know The Company ,[object Object],[object Object],[object Object],[object Object],[object Object]

Activity: You Pick One ,[object Object],[object Object]

Need To Know ,[object Object],[object Object],[object Object],[object Object]

A Winning First Impression ,[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Effective Communications Works ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Attitude Matters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],“ Attitude Is A Product of Our Character”

Is The Glass Half Full or Half Empty?

Standing Out In A Crowd ,[object Object],[object Object],[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Activity: Customer Situation ,[object Object],Yes Sir, there is a way to stop the telemarketers calling you during dinner. Don’t eat dinner.

Difficult and Demanding Customer ,[object Object],[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Wise Thoughts When Dealing With Difficult People ,[object Object],[object Object],[object Object]

Stress and Conflict ,[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Reasons for Job Stress and The Answers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Activity: The ABCs of Exceeding Customer Expectations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Do’s and Don’ts of Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Dos and “Don'ts” of Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Acts of Good Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Acts of Good Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Acts of Good Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],205-323-1993 www.talapro.com

Good Customer Service Habits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Thank You! ,[object Object],[object Object],[object Object]

Contact Information ,[object Object],[object Object],[object Object],[object Object]

Exceptional customer service west ala chamber 11-17-10

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Exceptional customer service west ala chamber 11-17-10

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