The Impotance of Communication

Irate, Rude and Abrasive Customers

If your employed your going to eventually deal with people who are upset and dissatisfied.
Here is what you need to do when this moment comes

• Recognize that its nothing personal
• Apologize: massage their feelings
• Sympathize: How would you want to be treated as a customer?
• Accept Responsibility: Be procative
• Prepare to Help
• Recognize you can satisfy most of the people most of the time

Customer Service Training

ProEdge Skills Inc. says they have effective training programs take a look and let me know.
http://www.proedgeskills.com/customer_service_training.htm

Check out these sample course outlines from Business Training Works: http://www.businesstrainingworks.com/Course-Directories/Customer-Service-Training-Courses-Directory.html

• Customer Service Excellence: How to Deliver Exceptional Value to Today's Busy Customer (also available online)
• Service Essentials: Basic Skills for Serving Others
• The Customer Connection: Twenty Essential Communication Skills for Giving Better Service
• How May I Help You?: Outstanding Telephone Courtesy and Customer Service
• The A+ Agent: Confidence and Professionalism for Call Center Employees
• How May I Help You?: Projecting a Warm, Welcoming, Professional Image at the Front Desk
• At Your Service: Delivering a Five-Star Customer Experience
• Patients Plus: Delivering Customer Service for Better Patient Satisfaction
• In the Bag: Delivering Exceptional Retail Customer Service
• SOS: Help for the Help Desk
• More than a Database: Customer Relationship Management 101
• Managing Customer Service: Ten Essentials for Coaching, Motivating, and Getting the Best out of Front-Line Employee

Maintaining Customer Relations: Securing Revenue for the Future

We all want to make more money, that's why we're in business. We must keep the customer interested and satisfied with our company to encourage future purchases.
What do you need to do?

• Maintain accurate customer records through a database
• Follow-up with the customer

Watch these three follow-up scenarios from this clip.

Service Recovery: Solving the Unexpected

When something is broken it needs to be repaired or fixed. Indefinitely you will deal with customers who have had something unexpected break their trust in your service. Your job will be to problem and solve and bring a solution that will repair this customer business relationship. Make proactive decisions to understand the customer feelings by going beyond just fixing the problem to looking to the future and maintaining their business. Sometimes their needs to be more done than just a fix toa problem, there are human emotions in play and you should be empathetic and understanding. Watch the clip and think about similar situations you have had. How would you solve the problem and make the customer satisfied if you were the employee?
Also, consider that these "going the extra mile" offers must be explained to you as company policy before you decide to offer them.

Internal Customer Service: A Responsability for All

It is important to understand who are customers are.
Who are our customers? Are they limited to those who by our products and services?
Treating those internally with that great customer service is vital.
Here are three Key elements to your success:

1. Know the mission of your organization and your role
2. Internal customer service is everyone's responsability

Emails of Irritation and Devastation

Emails can irritate your fellow collegues, supervisors, and customers it is important to be cautious about what you send in emails.