1. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. the first mile The Essential ART of Customer Service

2. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Congratulations! Customers Choice Award for Outstanding Customer Service Please introduce yourself and give your acceptance speech! Be sure to thank all the people who have helped you achieve this honor. Youve just been awarded the

3. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Who are your customers?

4. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. customer job service? Whose is

5. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Have YOU ever gotten poor service as a customer? How did you feel?

6. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Good Experience: Word of Mouth... Bad Experience: tells 5 people tells 10 people A customer who has a...

7. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Video Presentation...

8. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Whats wrong with this picture? Is this good customer service?

9. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Whats your soup…today? Hello? Does Rick see customers as his highest priority ?

10. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Im sorry. This isnt my table. Does Rick know who the customer is?

11. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Does Rick accept personal responsibility for customer service?

12. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Take personal responsibility for customer service Know who your customers are Make customers your highest priority

13. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. What opens Ricks eyes to the error of his ways?

14. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. becoming a customer

15. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Take a look from the customers point of view

16. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. What is the essential ART of customer service?

17. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. How do we pay attention to our customers?

18. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. How do we show respect for our customers?

19. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. How do we give our time to our customers?

20. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Take personal responsibility for customer service Make customers your highest priority Know who your customers are

21. Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. A R T Attention Respect Time