Video:
Sorry, Glad, Sure
When the customer has a complaint, you need a way of having a first response that's helpful and reassuring; this three step process will help you achieve this...
Customer Service
Video:
The Everest of Excellence
This video explains the difference between a standard and a target, as performance measures, and the relationship between them and the drive to customer service excellence.
Involving the Customer in Problem Solving
'Hold That Call'
A problem that initially the supervisor thought had to be solved internally was easily fixed when she skilfully involved the customers, and which also resulted in a longer-term benefit!
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