Delivering Exceptional Customer Service. Customer Service Should Be… Pain Free Proactive Personalized Productive.

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Presentation transcript:

Delivering Exceptional Customer Service

Customer Service Should Be… Pain Free Proactive Personalized Productive

Customer Contact is a Moment of Truth Upon first meeting, opinions are immediate formed about us and our organization They will decide in 7 seconds from 11 impressions whether they: Like you Dislike you Indifferent

11 Impressions Cleanliness Engaging Credible Knowledgeable Responsive Friendly Helpful Understanding Courteous Confident Professional

Professionalism Positive Attitude Work Ethics Etiquette

Communication Verbal Written - , letters, memos Non-Verbal Language Confidentiality

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