The Key to Customer Service

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THE CUSTOMER EXPECTS YOUR SERVICE TO BE … 1. Problem Free 2. Timely 3. AND … Rendered by competent, courteous people who can act on their behalf!
The public sees timeliness, number of contacts, accessibility, reliability, responsiveness and cost as fundamentals of quality service. The factors that most strongly affect ratings of service performance are the number of contacts needed and the time required to complete the service. Customers are "reasonable" in their expectations and they can be satisfied. Ontario Public Service Survey
Page 1 and 2: The Key to Customer Service A prese
Page 3 and 4: PURPOSE: Purpose To empower the par
Page 5 and 6: Definition of Customer 1. A custome
Page 7 and 8: Your Customers Take a few moments t
Page 9 and 10: 3. If no, how could we improve our
Page 11: Excerpts from Customer Survey: Prop
Page 15 and 16: EXERCISE: Knowing Your Product! 1.
Page 17 and 18: The Assist Drill 1. Write 2 example
Page 19 and 20: Determine Needs Find out what is wa
Page 21 and 22: Exchange in Abundance Provide addit
Page 23 and 24: HOW TO BE "CUSTOMER CENTERED!” Th
Page 25 and 26: Customer Communications The Six Mos
Page 27: DRILL Take the following statements
Page 31 and 32: The major barriers and opportunitie
Page 33 and 34: RESPECT DRILL 1. List seven behavio
Page 35 and 36: Customer Service Term Listening Man
Page 37 and 38: The Heart of Customer Service is ca
Page 39 and 40: In order to make sure our staff is
Page 41 and 42: EXPECTATION A Can-Do Customer Servi
Page 43: Jere Matlock is a writer and profes

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