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art form, treating service as a product that needs to be learned inside and out, and marketing service to customers as vigorously as if it were a direct revenue producer. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectations, they take their business elsewhere.
What's more, they usually relate their bad experience to as many as ten other people. On the other hand, the rewards for exceeding customer expectations are plentiful. That's good news for businesses who strive to offer the ultimate in Customer Service. The question then becomes not whether to improve your company's service standard, but how. Excellence in Customer Service pays off on the bottom line by dramatically influencing customer behavior through a dynamic, results-oriented process. many executives will have to transform an organizational culture that was founded on yesterday's paradigms. Priorities will have to shift and thinking will have to change.
Summary of Key Areas of Development:
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