We are all infuriated by indifferent service; processes which seem to have been specifically designed to annoy us; and organisations who don't get back to you when they said they would.
First Class Customer Service is absolutely essential to your organisation but it doesn't just happen, developing a culture of caring about your customer needs to be worked at.
Everyone benefits from dealing with an organisation that values its customers and shows it. The obvious winners are the customers however the job satisfaction of knowing you've done your work to a standard you can be proud of really affects job satisfaction so the staff are winners too.
This is a 'tell it as it is' tips booklet which gets the message over in a straight to the point way
Sample Tip
It must be part of the clearly stated standards that it is unacceptable to be rude or dismissive about the customers to colleagues. For example putting the phone down and saying, ‘another one with only 3 brain cells, I get them all’. This sort of behaviour is really damaging to a customer service culture. This doesn’t mean that people aren’t allowed to get support after dealing with very difficult customers.
Also available as an e-booklet delivered direct to your PC as a pdf. file, ideal as an extremely low cost way to check out the content before making a multiple order- only £1.50 (this includes VAT) and no p&p costs.
Booklet is 10.5cms x 15cms, 16 pages
