Perception is Reality:
Delivering Quality Customer Service

MODULE 1...The Fundamentals of Communication

How do you rate the interpersonal skills of your employees? Their success as communicators will depend on how effectively they practice basic communication skills. Delivery style could determine over 90% of a customer's perception of them as individuals and as representatives of your organization. And remember, "perception is reality."

MODULE 2...The Basics of Customer Service

Studies have indicated that it costs six times more to get a new customer than to keep an old one. A dissatisfied customer will usually not patronize your organization again, and make a point of sharing their bad experience with anywhere from 10 to 25 people. That's not a good combination! Do your employees understand the importance of customer service?

MODULE 3...First Impressions

Your employees never get a second chance to make a good first impression. Customers who form a negative first impression may see only negatives, even if service would normally be acceptable. On the other hand, if your employees make a great first impression, customers may overlook things, such as a long wait, that would otherwise turn them off.

MODULE 4...Listening Skills

Listening is more than just hearing the words that a customer speaks; it is knowing the meaning behind the words. Whether it is jumping to conclusions, looking at things from their own perspective, preparing their response or doing something else while dealing with a customer, many employees fail to listen to what the customer is really saying.

MODULE 5...Helping Customers by Telephone

When communicating by telephone, 85% of your employees' success as communicators could be determined by their vocal qualities. They should have a smile in their voices as well as on their faces. With today's technology, call waiting, voice mail, and menu driven phone systems, customers don't expect the personal touch, but truly appreciate it.

MODULE 6...Dealing with Upset Customers

Dealing with upset customers is very challenging. Knowing where upset customers are coming from, and what they want, is only half the problem. Your employees also need to know how to deal with emotions while staying calm themselves, how to convey empathy, as well as how to avoid the "hot buttons" that will only escalate the situation.

MODULE 7...Solving Problems

Solving problems quickly makes good business sense. How an organization reacts to a problem and deals with difficult people is a good indication of how they feel about their customers. If your employees consider solving problems their first priority, it will give you an edge over your competition, and probably earn your customers' appreciation, and repeat business.

MODULE 8...Internal Customer Service

Internal customer service has a profound impact on external customer service. By increasing internal customer satisfaction, you will increase external customer satisfaction. Everyone in an organization is another person's customer in the chain of events that eventually leads to the delivery of the product or service to the customer.