America’s Customer Service Disaster

COURSE DESCRIPTION – America’s customer service disaster

YOUR TAKE AWAY: AWARENESS OF THE PROBLEM!

Overview of the dilemma
How can it impact your bottom line? There has never existed in business a more efficient and logical way to separate your business from your competition.
The three pieces of America’s Customer Disaster:

1. Thin-skinned behavior.
   • What is it? Where did it come from? What does it look like? Can you identify it?
   • Listening for thin-skinned behavior in your organization. You have it somewhere in your organization. Where?
   • Role play exercise. The HIPPA video.
   • Empowering your staff—the lost art of using talent. Don’t win a fight – win THE CUSTOMER!
   • Winning the disgruntled customer. It is NOT succumbing or losing a battle. It is using your TALENT.
   • How to deal with a disgruntled customer. The ten magic steps to removing TSB from your organization and separating yourself from your competition.
   • Quarterly checkups—the MAGIC and SCIENCE of customer service evaluation.
   • Quiz.
2. Misuse of Technology
   • Voice mail. Great idea. Great technology. Horrible application. It is not a time waster, it is a time destroyer! Dropped like an anvil on American business.
   • Examples of effective use of VM. How to use it! Options for the caller.
   • Call backs should be placed with the highest likelihood of connecting—don’t call at lunch or at 5:05pm! How would you return a call left on your voicemail, notifying you that you just won the lottery? Think about it.
   • Role Play exercise.
   • Top ten tips.
   • EMAIL—how to use it to PLEASE your customer.
   • Role play exercises.
   • Top ten tips.
   • High touch/High tech. It can be done! PKM—11 th market share with 4 people.
   • Examples of high tech/high touch; Southwest, etc. – the website feels like the flight!
   • Top ten tips.
   • Quiz.