This document discusses key principles for providing excellent customer service:
1) Spending time with customers is the most important aspect of any service.
2) There are four groups of customers - the sick, early sick, worried well, and well.
3) Providing good service to front-line employees is critical to ensure they can properly serve customers.
This document discusses key principles for providing excellent customer service:
1) Spending time with customers is the most important aspect of any service.
2) There are four groups of customers - the sick, early sick, worried well, and well.
3) Providing good service to front-line employees is critical to ensure they can properly serve customers.
This document discusses key principles for providing excellent customer service:
1) Spending time with customers is the most important aspect of any service.
2) There are four groups of customers - the sick, early sick, worried well, and well.
3) Providing good service to front-line employees is critical to ensure they can properly serve customers.
• A smile is cheap 37 to provide. • In a service, there’s 38 nothing more important than time. • In any service, there are four groups: -the sick 39 -the early sick -the worried well -the well • The minute you think 40 you know how it works, you’re dead. • The lowest person in 41 the firm is the often the one talking to the customer. • In multiple-site businesses, you must ask not only how 42 headquarters controls branches, but also how headquarters adds value to branches. • A critical service firm risk factor: (Burnout of front-line people: 43 monitor it, and allow for it.) • How our people deal with customers will be influenced greatly 44 by how we deal with them. • Don’t underestimate the 45 value of a nicely turned phase. • What counts with regard to customization is not 46 what customer sees, but what we have to go through. • The essence of the good service manager: 47 -Find romance and excitement in the ordinary. • Service manager fosters a commitment to service by exemplary person 48 behavior, and engaging in dramatic service gestures. And I, THANK YOU!