Pro Source of New Orleans

Commitment to Customer Service

Do your customers feel Valued? When they do they keep coming back. When they don’t business suffers. Focus on four skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right time, and effectively handle angry customers. Find out what your customers really think about your service and use their feed back to improve AAA Cleaners customer service.

Customer Service Fundamentals

The Value of Outstanding Customer Service

1. Define Outstanding Customer Service.2. Determine the Value of Outstanding Customer Service.3. Identify Your Customer.4. Create a Customer Service Vision.5. Seeing Customer Service through Your Customers Eyes.

Building Customer Rapport

1. Connecting Rapport to Outstanding Customer Service.2. Identify Techniques that Build Customer Service.3. Enhance Customer Likability in Person, On Phone and Via Email.4. Starting Conversations with Customers.5. Practicing Customer Rapport while Shopping.

Exceeding Expectations

1. Focusing on Customer’s Needs.2. Actively Listening to Customers.3. Overcoming Listening Barriers.4. Identifying Emotional Needs.5. Managing Expectations.6. Going the Extra Mile.

Solving Problems

1. Connecting Problem to Outstanding Customer Service.2. Taking Ownership of Problems.3. Defusing Angry Customers.4. Identify Performance Gaps.5. Defining the Scope of the Problem.6. Check Awareness of Customer Service Personnel.7. Finding Performance Barriers.

Making a Customer Service Plan

1. Know the Pain you are Solving – You need to be solving a problem that the consumer is complaining about to relieve the issues they are experiencing. Knowing the issue you are solving will help identify your audience and who is going to pay for the resolution.

2. Know how Your Competitors Resolve Claims – There can always be several different ways to resolve a customer’s issues and while your resolution may not look like other companies, that does, not mean that you do not have competition when deciding how you are going to resolve a consumer’s complaint. It is important to know your competitors claims procedures.

3. Know Who Signs the Checks – Market analysis describes a typical consumer but it is not the complete picture when resolving customer’s issues. This might be information on

who benefits from your customer service claim policies but it doesn’t tell you who is going to pay for the resolution.

4. Know Who Your Business Really Serves – Successful companies have a deep understanding of their value to their customer and the services they provide. Empathy is the number one characteristic of high performing customer service people when resolving consumer complaints.

Andrew Wichert

November 3, 2014