QUALITY CUSTOMER SERVICE

UNDERSTANDING CUSTOMERS WANTS, NEEDS AND EXPECTATIONS

• Understanding their perception of you
• Understanding their human needs, time constraints and
  their need to feel welcome and important
• Learning to anticipate their needs

CREATING AN IDENTITY

• How to set your standards of quality
• Creating the right team, attitude, best image, right
  body language and voice tone

CREATING THE RIGHT TEAM

• Job descriptions and specifications
• Team work
• Synergy - how best it can work for you

CHECK UP REGULARLY

• Customer feedback systems
• Employee feedback systems
• Revising, managing and measuring the system based on this feedback

PROVIDING PRO-ACTIVE PROBLEM SOLVING

• Create a supportive climate for solving customer problems
• Using your team to identify customer problems and concerns
• How to turn customer problems into opportunities for
  better customer service