1. Building a Company for Customers Tim Wakelin

2. Increased customer choice

3. Stand Out - but how?

4. Institute of Customer Service TimelinessAppearanceCourtesy Quality and efficiency Ease of doing business Problem solving

5. Ask Yourself Are you/your team always on time? What first impression does your team/office give? Are your team courteous?.....always? Do you provide high quality efficient service? How easy is it to do business with you? What problems do you solve?

6. What customers want HelpfulKnowledgeable Left feeling valued

7. What is the customer experience ?

8. 6 Point Customer Service Action Plan

9. #1 Back to basics

10. #2 Give them a free upgrade

11. #3 Reward great customer service

12. #4 Ask the customer

13. #5 Get a returns policy

14. #6 Ongoing customer engagement

15. Rule number #1