Delivering Award Winning Customer Service

Step 1: Why We Are All In The Service Business

• Advantages we must communicate about the firm
• How word of mouth and reviews can make or break a company
• Why we want customers to speak up
• Why even one negative comment needs to be taken very seriously and what it may mean for other customers
• What Happens when we solve the customers issue and what it means in terms of lifetime customer retention
• Why customers complain
• Focusing on solutions over problems

Steps 2 and 3: Delivering On Your Service Commitment

• Delivering A.N.A.W.A.R.D.® Winning Level of Service
• Avoid making the customer wrong
• Having the customer feel they are treated as an individual
• Have customer feel you are taking personal ownership of resolving the issue
• Have the customer express their needs
• How your choice of language impacts what the customer hears
• Making sure you properly heard the customer
• Realizing what the customer may be experiencing
• Delete the “buts” and “try” from your communication

Step 4: Implementing New Levels of Customer Service

• Applying each of the the above with real customer interactions
• Looking at what we do daily and how to improve it for higher satisfaction ratings