As a cutting edge Service Framework Company, The Art of Service is leading the way in providing high end, client focused Books, Toolkits and online and classroom Education Programs.
We've served over 800 corporate clients and 500,000 individual clients and students in 87% of the world's countries.
A recognized leader in the Service Management community, The Art of Service has quickly become the Specialist- and Manager’s Educator of Choice.
All you hear and read about is providing incredible service in everything you do. Well, let me tell you, a lot of a business owners’ time is focused AND wasted on trying to provide effective and incredible customer service. That’s what all the major corporations and business gurus out there want you to think. While you’re wasting your time focusing on providing great service, they’re busy taking all of your sales!
When was the last time you had a good customer service experience at some of the big box retailers?
Do you expect good service?
Why do you shop there?
I would guess it is not because of good customer service. People shop at these retailers because they know they will get the lowest price for a product. If you expected good service when you shopped there, you probably would be disappointed and would not return.
Many big box retailers do not focus on effective customer service and neither should you unless you think you know more then they do.
Case in point: Wal-Mart focuses on the expectations and experiences of their customers. Wal-Mart knows their customers EXPECT a “low price always” so they strive to create the effective experience of “low price always” in all they do. It is the experience of fulfilling the consumer’s expectations which will provide repeat customers and drive new customers to you! And just to keep things in perspective, I am not saying Wal-Mart does or does not care about customer service. This example was meant to highlight their approach toward providing their customers an experience.
Instead of focusing your attention on service, you must instead focus on the experience your customer desires. Giving the customers what they want, when they want it is far more positive and beneficial to your company than any customer service initiative you could provide. One employee having a bad day will ruin your effective customer service promise and will probably drive your business elsewhere. By understanding the consistent experience your customer expects – you will be able to create a vision, mission, culture and strategy that focus on always providing this experience to your customer.
You need to ask yourself – Who is my customer? What do they want? How do I give it to them? When you can answer these questions, you will also be able to create an experience to drive your business.
Peter Cicero
Peter is the “brain child” behind Legacy 110. Legacy110.org is an exclusive social network community for affluent individuals who care about Making a Difference to themselves, their families, and their communities. Legacy 110 is not your typical social network site. Membership into our exclusive site allows you the opportunity to interact, socialize, and network with the most caring wealthy people in the world. Our focus is helping our members grow in their personal and professional lives, consequently creating a legacy of their own.
With Peter’s over 20 years of executive level management experience he has performed many successful business turnarounds. His excellent leadership qualities including strategy development and planning along with his “think on his feet” abilities make him the perfect fit to handle any of the your business issues. He operates under the premise of “give him a person or business and he will bring out their best!” Peter also has been coaching and mentoring executives on business and life issues for 20 years. His unique “look inside yourself” approach has transformed and helped others establish personal legacies. In addition, if you are seeking any assistance with your golf game, Peter would be happy to help. As a former pro, he likes to bring golf into all he does.
The Art of Service - Framework Educator of Choice - Customer Service Foundation Level Full Certification Kit - Complete Skills, Training, and Support Steps to Remarkable Customer Service - Customer Service Foundation Level Full Certification Kit - Complete Skills, Training, and Support Steps to Remarkable Customer Service
Customer Service Foundation Level Full Certification Kit - Complete Skills, Training, and Support Steps to Remarkable Customer Service
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ISBN: 9781742441986 - Instant Download book PLUS eLearning Course Leading to Certification in CS
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Practical, concise help for dealing with customers: The book and its accompanying elearning course and Certification begins with outlining several customer service techniques, and describes each of them. Some are very basic, and some are more advanced, particularly those that deal with dealing with angry customers, or preventing problems with customers from escalating and becoming time consuming.
But that's not only the meat of the book, or what makes the book so useful. The book contains dialogues between customers and staff, showing how the various situations SHOULD be handled. Each one is to the point and the information for each one can be assimilated and learned from in a very few minutes.
This book can be used in so many ways. You can sit and read it through. You can browse it and just read the parts that you want help with. You can read one or two dialogues, and learn one or two skills a day, since each segment really stands on its own. It's a great source book to use in customer service training, because it's all there -- techniques, and how to use them.
It's quick to learn from. And it's real. The dialogues will strike home with you. You've had most of these situations - There is no better, faster book to learn how to deal with customers (especially the difficult customers), it's a One Stop Shopping for ideas, you won't be disappointed in this one: Customer service is for everyone.
How can you inspire and rejuvenate your workforce? For supervisors who need to motivate their teams to provide excellent customer service, or for trainers in the workplace, this book will be welcome. By feeding manageable exercises that they can take back to work, You'll see creativity born of empowerment that can make a difference. Applicable in any job, accomplishment in customer service are those which the new employer will want to hear about.
Addressing the dynamics of employees dealing with both internal and external customers, there are many ten-minute exercises, appropriate for new employee orientation, warm-ups for staff meetings, or launches for all-day training times, this book provides practical hints and easy-to-reproduce hand-outs without overloading the reader with theory. It's easy to satisfy low expectations and it doesn't mean very much. You have to create Customers who tell others how wonderful you are. You want everyone in your company focused on customers. Focused on creating stories your customers can tell others. This book gives you the road map to do it, all wrapped up in easy lessons.
Reveal Your Best Customer: reveal customer insights allowing you to provide more value.
Improve Customer Service with Customer Service Training.
Use it for Customer Service Rep call center and customer support training programs.
As a cutting edge Service Framework Company, The Art of Service is leading the way in providing high end, client focused Books, Toolkits and online and classroom Education Programs.
We've served over 800 corporate clients and 500,000 individual clients and students in 87% of the world's countries.
A recognized leader in the Service Management community, The Art of Service has quickly become the Specialist- and Manager’s Educator of Choice.
