Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. the first mile The Essential ART...

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved.

the

first mile

The Essential ART of Customer Service


Congratulations!

Customer’s Choice Awardfor Outstanding Customer Service

Please introduce yourself and give your acceptance speech!

Be sure to thank all the people who have helped you achieve this honor.

You’ve just been awarded the


Who are

yourcustomers?


customer

job

service?

Whose

is


Have YOU ever gotten poor service

as a customer?

How did you feel?


Good Experience:

Word of Mouth . . .Word of Mouth . . .

Bad Experience:

tells 5 peopletells 5 people

tells 10 peopletells 10 people

A customer who has a . . .


Video Presentation. . .Video Presentation . . .


What’s wrong with this picture?

Is this good customer service?Is this good customer service?


What’s your soup…today?Hello?

Does Rick see customers as his

highest priority?


I’m sorry. This isn’t my table.

Does Rick know who the customer is?


Does Rick accept

personal responsibility for

customer service?


Take personal responsibility for customer service

Know who your customers are

Make customers your highest priority


What opens Rick’s eyes to

the error of his ways?

What opens Rick’s eyes to

the error of his ways?


becoming a customer


Take a lookfrom the

customer’scustomer’spoint of view


What isthe essential

ARTARTof

customer service?


How do we pay

attentionto our

customers?


How do we show

respectfor our

customers?


How do we give our

timeto our

customers?


Take personal responsibility for customer

service

Make customers your highest priority

Know who your customers are


A

R

T

Attention

Respect

Time

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. the first mile The Essential ART...

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