Customer Relations Through the Eyes of the Beholder

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Back to Basics
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Customer Service
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Customer Service Needs to Evolve
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We need you!
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Why is Customer Service important?
1)There are only a few things you can change
about your business
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We cant change our product much
We can change the customer experience
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Why is Customer Service important?
2) Great Customer Service stocks up good will
that can be drawn upon later
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Price Increase
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Why is Customer Service important?
3) YOU may be the face of your entire company to
the Customer
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Why is Customer Service important?
4) Your job depends on your business remaining
financially sound
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Concerns (in any Economy)

• Company can keep your job alive
• You can keep the job at your Company

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Customers
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WIIFM
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The Smart Bet Is On Great Customer Service!
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Smart Bet No.1
Smile
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Make a Noticeable Difference!
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Smiles are Cheap!
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Smart Bet No. 2
A Great First Impression
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Youre going to love the way you look!
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Smart Bet No.3
Keep the Boss Happy
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Smart Bets No. 4 5
Using Your Phone
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QUESTION Do YOU feel important while I am on
the phone?
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Answer Your Phone Like the President is on the
Line
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Smart Bet No.6
Treat Your Customer Like a VIP
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Treatment
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Smart Bet No.7
Respect Your Customer Their Things
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Your call is very important to us
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Smart Bet No.8
Talk To ThemOften
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Smart Bet No.9
Know Your Product
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Smart Bet No.10, 11 12
Dealing with Problems
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Sorry, thats our policy.
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YOU solve the Problem
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Sincerity
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Be Right The First Time
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Smart Bet No.13
Train Everybody
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Smart Bet No.14
Walk the Talk
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Walk the Talk
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Smart Bet No.15
Be Accessible
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Smart Bet No.16
Under Promise Over Deliver
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Smart Bet No.17
The Power of Thank You
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I cant fix it if I dont know its broken.
Thank You
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Never Corner a Wild Animal
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Customers dont make up stories about you
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Give your Customers a GREAT story to tell!
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Happy Customers Make You a Consistent Winner
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Questions?
www.daphneutilities.com
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Get a pen and paper
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I could serve my customers better if I
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Circle one of your answers
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These two people can help me with this.
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Circle one of these names
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I will discuss it with this person on (date,
time).
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Sign it.
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Congratulations!