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The 5 W's of World Class Customer Service Training
The interaction anyone has at any level with your company, your employees, including you, gives a customer-- whether current, potential, or internal or external--an opportunity to make a judgment about you, your company, all companies like yours in the industry.
Communication Is Not A 4-Letter Word
Poor communication is the most frequently reported single major source of frustration in companies today. What is communication? Simply, communication is threefold.
Are You Satisfying Your Customers?
While high levels of customer satisfaction typically lead to company growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true.
Customer Service Training Remains Inadequate
Most organizations still do not provide comprehensive, let alone adequate, training in today's marketplace.
Do You Do Too Many Things At Once?
Does this ever happen to you? Do you feel overworked? Overwhelmed? Overtired? Most of us are busier than ever: We're doing our jobs plus sometimes the jobs of one or two gone-but-not-replaced colleagues and doing it all with less support.
Who Are Your Customers?
Are you aware of who your customers are? Are they male or female? What is their age? Are they married or single? If you answered no to any these questions you are not alone. Many organizations are unaware of who their customers are.
The Human Touch Will Never Be Replaced
Historically, customer service was delivered over the phone or in person. Customers didn't have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible points of entry for any given interaction.
First Call Resolution: What About That 14%?
Customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment--this is a given.
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