Achieving Customer Service Excellence

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What is customer service excellence?

It is simply meeting customer needs in a consistent, balanced and caring manner that makes the customer feel glad they chose to do business with you.

It is supported by a consistent set of positive beliefs about how customers should be “thought about” and treated, and it is implemented through the consistent use of specific knowledge, skills, and strategies.

People who have reputations for providing consistently excellent customer service typically have a positive outlook on life, enjoy working with people, and treat them with a caring attitude, kindness, and respect regardless of circumstances.

They can do this consistently and effectively because they have the know-how to approach and achieve positive outcomes for the customer even if the core problem remains unresolved.

What is the critical knowledge, skills, and strategies needed to work with an upset customer and achieve positive outcomes even when the core problem remains unresolved?

These three short courses will teach you what you need to know. “Active Listening,” “Defusing Anger,” and “Managing Customer Expectations” offer what you need to master these skills.

Select this link to view information about these courses.

Remember; ALWAYS TAKE CARE OF THE CUSTOMER'S EMOTIONS FIRST. Only then can you begin to work toward achieving a positive outcome to the problem – whether it is resolved or not.

Bestselling Books by Robert P DeGroot

Dr. Robert “Bob” DeGroot, M.Ed., DCH
Author of 22 Best Selling eBooks

Sales Training International for more information

© 2020 Robert P DeGroot



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