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Providing Excellent Customer Service
Lesson Summary

Lesson Summary
A customer role model is an employee that displays most or all of the personality traits and behaviors of an ideal customer service employee.

A culture of customer service is created in an organization with the following steps:
Publish Your Customer Service Standards
Record Your Role Models in Action
Have Regular Coaching and Role Playing Sessions
Reward Employees Who Deliver Excellent Service
Reward Employees For Noticing Other Employees
Get your customers Involved

A standard of excellence can be maintained in a company by utilising the five p’s
People
Products and Services
Policies
Procedures
Places

One of the best ways to keep your customers coming back is by providing them with details.

Customer complaints are an excellent opportunity to provide excellent customer service.

The process for dealing with customer complaints is:
1. Listen Completely.
2. Let Them Vent
3. Apologize
4. Ask Them How You Can Make Things Right and Then Do More
5. Assure Them You'll Fix The Problem
6. Thank Them

A study by Bain & Company suggests that a 5% increase in customer loyalty can improve profitability by anywhere from 25% to 95%

The 6 key steps to loyal customers are:
Ask your customers what they want
Tell your customers what to expect
Create easy ways for your customers to offer feedback
Listen to what your customers say
Act on what your customers tell you
Repeat

The five ways of increasing customer loyalty are:
Serve Your Customers
Connect With Your Customers
Have Fun
Be Flexible
Make Them Happy

The Long Term Loyalty of Customers can be secured in the Following Ways:
Getting Management in Direct Contact with Customers
Getting Customers Involved in Creating Customer Service Standards
Getting Employees Involved in Implementing Standards
Leadership Showing Everyone That Customer Service is a Priority

END OF UNIT:
Lesson Summary

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