what it takes for

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what it takes for great customer service
Produced by Frank Besednjak www.frankpresents.com
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• be friendly and helpful

Produced by Frank Besednjak www.frankpresents.com
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arrive on time
every time
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if you dont know what youre doing wrong,
how do you get better?
Produced by Frank Besednjak www.frankpresents.com
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employees always perform better when measured
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make your customers life easier
and you will be rewarded
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everyone is the customer relations manager
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communicate!
explain what you are doing and what was done
Produced by Frank Besednjak www.frankpresents.com
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are you a professional?
or this guy?
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when things go wrong, apologize then fix it
Produced by Frank Besednjak www.frankpresents.com
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the customer is always right
- most of the time
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this is a once in a lifetime experience for your
customer
make it a great one
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criticism from customers is more valuable than
praise
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91 of customers whove had a problem say nothing
to you
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if you measure it, it will improve
Produced by Frank Besednjak www.frankpresents.com
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reward employees who do well
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its okay to fire an occasional customer
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be a friend to your customer and do what friends
do
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68 of lost business is a result of an attitude
displayed by a company employee
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when things go wrongno matter how isolated the
problem may be, to that customer, you screwed up
100 of the time
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if you want your employees to be polite to
customers, be polite to your employees
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great employees provide great customer
experiences
start with great employees
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focus on customers you can serve well
send everyone else to your competition
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ask them what you need to do to be better, they
will tell you
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no complaining and whining
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do what you said you were going to do
Produced by Frank Besednjak www.frankpresents.com
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if something went wrong, find out why
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customers do want you to do well!
Produced by Frank Besednjak www.frankpresents.com
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its all about the experience
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try smiling!
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Do it so well that they will come back and they
will want to bring friends - Walt Disney
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Is this you?