Exceptional customer service

Good customer service has to be championed as much by the business owner as each and every employee of the company. With competition increasing in every sector of the business world, a critical differentiator for any customer can be the way that they feel they have been treated when they contact or interact with the company.

 That doesn`t just mean when they buy something but it relates to every possible touching point that they might have including any office staff, telephone help desks, letters or websites.

 The business owner can set the right tone by employing people with the right aptitude and attitude. But further training and continual development of the basic skills will ensure that all staff members are equipped to know what is required of them.

Measuring customer service can sometimes be a difficult thing to do. In order to meet and exceed the customers` expectations you have to put yourself into their shoes. That means that you must experience what they do either through eliciting their feedback or by conducting mystery shopping research. It is important that this research is done blind and from a customer’s perspective since employees may be tempted to treat anyone they know differently from the norm

 Usually, it is the little things that make such a difference to customer service. Politeness and enthusiasm as well as a `can do` attitude will go a long way to winning many customers over.

 Some companies also introduce reward schemes for employees who demonstrate good customer service. This can either be done subjectively (through observation and/or staff nomination) or by survey feedback. Either way, once staff see that their efforts will be rewarded (other than by getting more customers to return) the culture will be reinforced as most seek recognition.

The results of good customer service can usually be measured gauging the level of customer delight, whether their needs were met or exceeded, whether their problems were satisfactorily solved, whether they return for subsequent purchases and by the referrals to others to buy from you. Simple data collection techniques can gather that information – but key is the right recruitment procedures and ongoing training and development of staff.

 One of the most recent developments is applying the concept of partnering with your customer. This is best applied in the IT world but has applications elsewhere. A typical plan may be to share on-line documents, collaborate on product or service testing, bring customers into your business through feedback groups at all levels and consider letting customers do more of your order processing and chasing by giving them access to your systems. Not all ideas may be appropriate, but some lateral thinking on how to improve your service with your customers may go a long way to improving their satisfaction with you and your products and services.

There are numerous organisations that offer appropriate

"http://business.homelearningcourses.com/Business~and~Marketing">

Business & Marketing Courses</a> to help you develop a stronger offering. Amongst the better known are the Chartered Institute of Marketing and the Institute of Directors. For free background advices on business matters look up the government website www.businesslink.co.uk where they have a number of useful information guides sections on Sales and Marketing.

Customer Service – What Customer Service?

Can we learn from our friends across the Pond?

Yes I believe we can!

First of all why you should take your precious time to read this short introduction – It is simply to save your time and so that you avoid wasting your time with pushy sales people, and there will be no telephone calls to pester you so we ask you take five minutes to can assess for yourself the offer of you can teach your entire workforce the art of superior customer service!

Introducing to the UK

             I

Service First –The Customer Service Video Library

 Staff training programme

From Service Quality Institute – who have been providing the world’s most effective customer service training for over 37 years.

 SERVICE FIRST, the customer service video library, is a powerful video-based training system founded on group interaction and designed to train entire workforces on the art of exceptional service. Helping employees become the best they can be!

Each session can be facilitated in 1 hour or less and contains:

• 12 Different Video Learning Sessions

• Facilitator Manual

• PowerPoint Sessions

• Discussion Guides

• Answer Keys

• Certificate of Accomplishment

This can be used by any type of organization because the concepts and vignettes are generic and cover every segment of the marketplace.

The Service First Video Library will:

Train any number of employees with immediate results

With NO additional cost for future staff

 Its so user friendly, you don't have to invest in experienced facilitators

Hundreds of Concepts found in this Video Library! Here are some examples of what you will be able to teach your employees:

• The 5 principles to deliver outstanding customer service.

• How to keep employees motivated all the time.

• How to think and act using common sense.

• How to turn problems and complaints into opportunities to win a customer for life.

• 6 steps to calm down an irate customer.

• 4 techniques to discover your customer’s needs and expectations.

• 9 magic 'tricks' to provide great service through the phone, voice mail, fax and e-mail.

• 5 steps to effectively use empowerment skills to over-satisfy a customer.

• 4 skills to skyrocket performance by developing teamwork.

• 6 rules to exceed customer expectations in every contact, always.

• 4 tips to communicate quality over the phone and through voice-mail.

• 7 immutable rules to 'act with class' and communicate a high image of your company.

• The 3 fundamental steps to solve both simple and complex problems.

• 2 elements you must include to deliver value-added service.

• The 5 steps of active listening.

• 3 universal principles to perform service recovery when a mistake is made.

• 5 attributes to excel in your job.

• 3 ways of using positive communication to create a more delightful job environment.

• How to handle complaints masterfully to avoid losing customers.

• The secret to make your customers come back and actively refer new prospects.

• How to use body language to create good impression on others.

• How to increase sales by practicing active selling of your products and services, even if they are not in a sales position.

• How to know when and when not to make promises to customers.

• How to keep employees motivated all the time.

• How to think and act using common sense.

• How to turn problems and complaints into opportunities to win a customer for life.

The 12 Secrets of Exceptional Service

Video 1:- Your Key to Customer Satisfaction

The foundations of exceptional service. The 5 principles of Service First

Video 2:- Teamwork Development

Skills for customer-focused teamwork. How to join forces with co-workers to deliver better solutions and a better experience to customers.

Video 3:- Handling Complaints and the Irate Customer

Skills to solve problems, handling complaints and deal with irate, even furious customers. How to immediately solve simple complaints or handle complex problems

Video 4:- The Language of Positive Communication

Methods to create positive interactions with customers and co-workers. Ideas to energize work environment and improve morale.

Video 5:- Effective Questioning and Listening

How to precisely detect customer’s needs, desires and expectations. Skills to ask questions, active listening and confirm understanding

Video 6:- Exceeding Customers Expectations

How to make an extra effort to achieve market differentiation. Doing more than people expect to make your service not good, but impressive and memorable. Going “the extra  mile” in serving the customer

Video 7:- Value-Added Service

Keys to add value to your service: how to go beyond the rules to deliver the unexpected. How to use a positive surprise element to gain customers and friends

Video 8:- Effective Telephone Techniques

Skills for customer-focused teamwork. How to join forces with co-workers to deliver better solutions and a better experience to customers

Video 9:- The Art of Satisfying Customers

Strategies to keep customers and have them come back over and over again. Ideas on how to get free word-of-mouth advertising through satisfied customers

Video 10:- Service Recovery

How to turn service problems and difficult situations into positive experiences that ensure the customer comes back. Techniques to save the relationship with a customer after poor service or a mistake occurs

Video 11:- Empowerment

How to successfully apply empowerment skills to put customer’s needs in the first place, before internal rules and procedures. Guidelines to take responsibility and assume ownership of problems to solve them immediately by using common sense

Video 12:- Total Quality Service

Zero-defects service. A review of the fundamental ideas introduced in the previous 11 videos. Techniques to make things right since the first time and tools to internally manage the process of improving customer service.

For the first 43 people to order you can get the following additional FREE bonuses:

A copy of “Achieving Excellence through Customer Service”

this is a comprehensive, step-by-step workbook on how to keep customers and improve your executive skills so that you can achieve total market domination though a culture of superior customer service.

Plus a limited-edition video “John Tschohl Speaking” full of strategic insight, customer service techniques and tactics for senior management.

Plus Lifetime guarantee

Since 1972, Service Quality Institute has only had to refund one customer ! We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee.

Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

Also, if a DVD ever breaks, warps, or is damaged, we’ll replace it, as long as the program is in print at no cost to you (shipping not included).

We at Service Quality Institute guarantee your satisfaction for a lifetime because we want you to be our customer for a lifetime of learning.

This guarantee not only protects your investment in learning. The guarantee also compels us to produce the most effective training programs available.

100% Money-Back, LIFETIME Guarantee ! Train your entire workforce. If you are not completely satisfied with the Service First Video Library, if you do not feel your company's customer service level increased, if you do not feel your company is increasing its revenues based on our product, return it at any time for a full refund!

 Send To Solutions4U FREEPOST ANG9107 Hoddesdon EN11 8BR

Or you can use your Credit Card

Telephone Hotline  01992 443880  01992 443880

This set with the free gifts also comes with free shipping