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Enhancing Service
Duration: 9 Minutes
Synopsis

Listen to customers, build rapport and deminstrate you care by being efficient, knowledgeable and a problem solver.

Service is integral to Cutting Edge; if a client is not happy, they can lose business. Marcus likens service to a gecko’s suction capacity; once you get a client, you never let him/her go. Marcus introduces Barney Bradley who instructs everyone to close eyes and imagine a computer support frustration. He then asks them to imagine the joy one feels when great service is finally delivered. Sam explains the importance of GECKO. Get it right first time – no mistakes. Efficiency – one can simultaneously field a call and acknowledge the presence of someone who needs service. Having a Can-do attitude is vital – the notion that a company “might” do something, conveys the impression it won’t happen. A client who can count on you has a sense of confidence. Alex likes her customers to feel special; it is how they grow their customer base. Sherry loves Knowledge – finding out about her customers; the more she knows about them, the better the service she can give, whilst for Serena knowledge is part of preparedness. Outcomes is about finding an answer, setting a deadline and sticking to it. Steve’s motto: turn a complaint into congratulations!

Key Learning Points

"Listen to customers, build rapport and demonstrate you care by being efficient, knowledgeable and a problem solver"

"When we care we listen to needs. Then we can provide excellent service"

PROVIDE EXCELLENT SERVICE

Don’t assume or guess
INSTEAD: Get it right first time

Don’t waste time
INSTEAD: Be efficient

Don’t be rude or stop caring
INSTEAD have a can do attitude

Don’t lose focus on the customer
INSTEAD: Find answers and solve problems

ENHANCING SERVICE
G - Get it right first time
E - Efficient
C - Can do
K - Knowledge
O - Outcomes

Recommended Audiences
  • Sales Staff
  • Service Staff
  • All staff
  • Managers
  • Telephone Staff
Distributed in the following format(s)
  • DVD
Media Type
 Video Recording
Presentation Style
  • Drama
  • Comedy
STOCK CODE
CEC41
ISBN
9781921909269
Published
Melbourne, Australia
Filming location
Los Angeles, USA
Release year
2013
Copyright owner
Seven Dimensions
Publisher
Seven Dimensions