1. Why Customer Service Is NOT Enough
Lisa Ford

2. The State of Service The state of service
Everyone knows the statistics
Every service needs fixing
Who is your customer?

3. The Customer Service Experience
Service experience drives the relationship
The “new rules”
Going beyond transaction

4. Service is Adding People to the Product
We’ve all experienced the dry cleaners - Beg for complaints On the spot or 24 to 48 hour response time Dissatisfied tell twice as many
- Pay attention to the details - Exceed expectations

5. The “Value” of Customer Service
Simplify the customer’s life
Create the welcome
See it from their eyes
What’s new, what’s next and what’s old

6. Back to the Basics Hard to do business with you Cost of small mistakes
Ask – Would you want to do business with you? What is your weakest link? What is your point of difference? What is your enthusiasm factor?

7. Focus on Fundamentals The power of the unspoken Listening skills
Words to use and words to avoid

8. Handling the Challenges
Recovery skills – Take action and fix the problem
Deal with the emotional customer - Stay calm and deal with emotions

9. Make it Happen Recognize great service
Keep the focus by involving the team
Create the attitude
Execute it daily