Demanding Quality Customer Service
State of Customer Service in America
Attitudes about Customer Service Quality?
Who is Responsible for Customer Service Quality?
What is the Service Standard – What should you Expect?
Time – Don’t Make Me Wait
Timeliness – Give it to Me When You Promised
Completeness – Don’t Make Me Pay for Extras
Courtesy – Show Me Your Pleasant Attitude
Consistency – Let Me Know What to Expect
Accessibility & convenience– Easy to obtain
Accuracy – Performance correct the first time
Responsiveness – Acting quickly to resolve unexpected problems
Service Quality Scripts/Letters
Customer service and the Foreigner