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Published byHester Fields Modified over 8 years ago
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When it comes to customer service, honesty is the best policy
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Learn why a rule is a rule in the first place
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Once you know the reason for the rule and its boundaries, go ahead and bend it.
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If that’s what it takes to make the system better serve your customer.
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Customers are ready, willing, and able to tell you everything you need to know.
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All you need to do is listen.
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A letter or E-mail after a conversation can be a terrific way to confirm facts and details or just to say thanks.
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If you pay attention to details,
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the promises made in your advertising,
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how long your phone rings before being answered,
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the look of your parking lot
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customers will know and notice.
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An effective customer service recovery process includes these components:
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apologize
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listen and empathize,
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Trying to put oneself in another’s place and understand his or her feelings.
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fix the problem quickly and fairly,
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offer atonement, keep your promise,
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follow up.
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