EVERY CUSTOMER CONTACT INCLUDES:
EVERY CUSTOMER CONTACT INCLUDES:
EVERY CUSTOMER CONTACT INCLUDES:
QUESTIONS EVERY SERVICE PROVIDER MUST ANSWER
13 QUESTIONS EVERY SERVICE PROVIDER MUST ANSWER (#8-13)
People are out there “talking about you”.
96% OF OUR CUSTOMERS DON’T COMPLAIN
UNHAPPY CUSTOMERS TELL AT LEAST NINE OTHER PEOPLE!
SEEK OUT UNHAPPY CUSTOMERS!!!!
50-74% WHO COMPLAIN WILL DO BUSINESS AGAIN IF THE COMPLAINT IS RESOLVED.
65% OF THE AVERAGE COMPANY’S BUSINESS COMES FROM ITS PRESENT SATISFIED CUSTOMERS!
IT COSTS FIVE TIMES AS MUCH TO ATTRACT A NEW CUSTOMER AS IT COSTS TO SERVICE AN EXISTING ONE.
C ommitment H onesty A ccountability N urturing G rowth E mpowerment
Ten Characteristics of Empowerment
Leaders vs. Managers Leaders master the context of their mission, Managers surrender to it.
Together Everyone Achieves More
Sixteen Ways of Putting People First (#1-9)
Sixteen Ways of Putting People First (#10-16)
TAKE CARE When Using the Telephone
TAKE CARE Handling an Irate Customer
TEN COMMANDMENTS of Good Business (#1-5)
TEN COMMANDMENTS of Good Business (#6-10)
The Four Basic Behaviors of Service Excellence
2. IDENTIFY YOUR PRESENT QUALITY OF SERVICE LEVEL
3. IDENTIFY YOUR IDEAL SERVICE LEVEL
5. DEVELOP A PLAN TO BRIDGE THE SERVICE GAP
Hotel Selection Criteria Twenty Most Important Factors in Hotel Selection by Business Travelers
Hotel Selection Criteria Twenty Most Important Factors in Hotel Selection by Business Travelers
Hotel Selection Criteria Twenty Most Important Factors in Hotel Selection by Business Travelers