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Love Your Customers
PROGRAM 1: LOVE YOUR CUSTOMERS
Love Your Customers demonstrates that in whatever line of work, customer service is a direct extension of the way both you and your company are viewed by the customer.
Love Your Customers reminds us that there are no small parts only small choices we make about how to treat our customers. In the end, the role we play is always our choice. It’s a funny and memorable program with a simple and a universal message. So open up your heart and help your company start “Feeling the Love”.
Here are John’s four key learning points for delivering great customer service:
1.Focus on what they have to say
2.Make eye contact
3.Watch your body language
Attend to Their Needs
5.Give the customer “all the time in the world”
6.Make everyone feel like a VIP (very important person)
7.Listen then repeat their needs
9.Explain products & services in a simple way
10.Know what customers value
11.Not sure?…Ask the customer
PROGRAM 2: LOVE YOUR DIFFICULT CUSTOMERS
John O’Hurley has certainly seen unhappy customers (and has been one from time to time). More importantly, an unhappy customer may interface with you or your company.
Trying to satisfy an unhappy customer can be frustrating and difficult for even the most skilled service person. But all problems are solvable. Not only can you satisfy an angry customer, but also, if handled correctly, you can turn an angry customer into a loyal champion for your company!
In this separate 11-minute program, John O’Hurley provides you with four simple steps to help you provide great service to difficult customers:
1.Take Responsibility: Remember that YOU are the company
2.Listen and Confirm: Be sure that you understand their needs
3.Empathize: Let them know you appreciate how they feel
4.Provide Options: Empower your customer with options so that an agreeable solution can be reached
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