Are You Asking
Yourself:
"What is Good Customer Service?"
The Answer
Just Might Surprise You!
"What Is
Good Customer Service?" is a Question Everyone Should Ask Themselves
"What is Good Customer Service?" is a question that many
struggle to answer. The answer is not a simple one and it is important
to define exactly what good customer service is for any organization,
business, or individual.
In the strictest and most basic sense, the answer to "What is good
customer service?" might be a business or individual providing the
very best customer experience to their customers. This might encompass
many areas including price, service, after sales support, selection, and
many other things.
But
business and life are not black and white or basic situations.
There is no one cookie cutter approach to customer service.
With
that in mind, "What is good customer service?" could
have entirely different answers depending on the company or
individuals involved.
For
example, good customer service for a fast food restaurant would
likely be very different than good customer service for a 5 star
gourmet steakhouse. Different situations, different levels of
expectations.
So, as
you can see, there are many different answers to the "What
is good customer service?" question. So let's look into
this a little further.
Customers enter a business with a certain level of
expectations. This
level is usually associated with the type and quality of the business
they are dealing with.
Generally speaking, the higher end the product or service is, the higher
the level of expectations will be. Another example might be an auto
dealership for a low priced compact car versus a dealership for a high
end car like a Rolls Royce. In the Rolls dealership you might be wined
and dined and personally escorted through the dealership. The furnishing
would be high end and so forth. The same would go for the level of
customer service. It would be higher and more refined in the upscale
dealership.
What
Is Good Customer Service In the Eyes of the Company?
Good customer service can also be stated as a providing a level of
service that is within the capabilities of the business or individual
involved. By this we mean that a business must provide a level of
customer service that it can sustain and afford. It would be wonderful
if we could give every customer everything they ask for all the time but
that is not reasonable or responsible. If a company were to do that, it
would soon find itself bankrupt or totally out of business.
While it is true that a customer does not care about any limitations a
company places on it's service, the fact remains that companies MUST be
responsible in the way they balance company needs with customer needs.
After all, if the company does not act responsibly and goes out of
business, who will be there to serve the remaining customers? No one!
Keeping that in mind, good customer service must include both company
and customer needs.
This does not mean that a company should feel entitled to short change
their customers in an effort to increase profits or their bottom line.
Keep in mind that customers are free to go wherever they want whenever
they want and therefore a certain level of customer service must be
provided to insure repeat business and business growth.
What
is Good Customer Service in the Eyes of the Customer?
As
stated, the customer has a certain level of expectations when they do
business with a company. In order for a customer to be satisfied, we
either have to reach that level of expectation or exceed it. If we fail
to do that, we give the customer a reason to go elsewhere for their
current and future purchases. Since that is exactly what we do NOT want,
we need to make certain that we provide more than an adequate level of
service.
Customers
are generally like you and I. We all want to feel our business is
appreciated and that we are well treat before, during, and after the
sale. If we can provide that to your average customer, you will find
your business doing well and getting a lot of word of mouth referrals.
But if we
fail at any of those areas, problems arise. If a customer feels that he
or she is not appreciated, or feels abandoned after the sale is
completed, you will no only lose their business but also the business of
those who the customer tells of their dissatisfaction. That is precisely
why many customer place a premium on their before and after sale support
and treatment.
Customers
will never complain when they get more than the feel they deserve but if
they get anything less, watch out! But that doesn't mean you need to
give a customer everything they want. Not so surprisingly, there are
customers out there who have an inflated idea of what they are entitled
to. You should not feel obligated to give in to these customers. When
you are presented with such a customer, you need to determine if giving
the customer what they want is a smart business decision. If it is, then
give them what they want. If it is not, provide an alternative and try
to satisfy the customer that way. The customer is not always right, but
the customer is still the customer.
What
is Good Customer Service in the Eyes of Your Competition?
It is always
important to remember that customers have choices. They do not have to
give you their business, they can go somewhere else whenever they want.
Because, they will likely compare you and your business with your
competition. Because of this, it is important that you deliver a level
of service equal to, if not superior to, your competition.
If you competition offers something better than you, you either need to
match it or find another way to improve your perceived value. customers
will almost always go where they feel they are getting the best
treatment. In many cases, the customer experience is even more important
than price. Some businesses actually charge more than their competition
but still get most of the business because of their before and after
sales support and services.
Since it can cost you up to 10X more to bring a new customer through
your doors than it does to keep an existing one happy, you should always
be informed as to what is going on with your competition. Customers
leave without giving reasons so it is your responsibility to now what is
going on in your market or industry. Always strive to be a leader in
customer service and stay ahead of the competition.
Now,
Ask Yourself "What is Good Customer Service?" For Me
and How Can I Deliver it to My Customers?
Now you
have a pretty good idea what goes into providing good customer service.
You also know that there is no one standard level of service or one
approach to customer service. You
know the importance of being aware of what is being provided by your
industry or competition and the need to stay ahead of the competition.
And even though you might not have thought about it before, you now
understand the need to protect both the customer and your business when
decided what level of service to provide your customers.
Now
we need to figure out how to deliver the right level of service to our
customers. The answer is simple. We need to provide EVERYONE in the
company with the skills they need to deliver an exceptional level of
service. Customer Service Training is a critical element towards any
businesses success ands should be a priority.
Our customer service training materials and manuals allow you to provide
high quality training to yourself and all other employees for a fraction
of what you would normally pay for this level of training. It is
designed to deliver results quickly and easily, requires no special
experience, prior education, or skills, and can be easily fit into the
busiest schedule or work day.
It is important that EVERYONE in a company be trained in customer
service training skills because the entire customer experience is like a
chain with sales, service, billing, delivery, and other areas each
representing a link in the chain. If any one area makes a mistake, or
fails to satisfy the customer, the entire experience suffers. so don't
make the common mistake of only training the people in the customer
service department or those who handle complaints. train everyone! Your
goals should be to stop problems before they occur not resolve them
afterwards!
New
Manuals
xxx
Customer
Service Training for Health Care Professionals
Learn
how to create the ultimate patient experience for all
your patients!
Most
CSTI Customer Service Manuals are available from the
Amazon Kindle Bookstore! That means you can download our
manuals into your Kindle or IPAD and take your training
with you!
Certificate
Programs In Customer Service Training
Certificates are a great way to show
people you have invested your time and resources into Customer Service.
Certificates let your customers know that you truly care about their
experience and in providing the best service you possible can.
Certificates are also an impressive part of any portfolio, resume or
employment application! Showcase Your Achievement with a full color certificate upon
successful completion of the course! All courses are written in an easy
to follow and understand format! No experience or special education required!
Customer
Service Certification Program Get a collection
of our best selling Customer Service Training modules as well as
a full color certificate of completion suitable for framing to
show your customers you care! Instant downloads get you started FAST!
A Certificate From CSTI
Is A Great Addition To Any Resume or Job Application! It Is Also A Great
Item To Hang On Your Office or Store Wall For All To See! Show People
You Care!
Certificate
Program In Call Center Agent Training
If you are planning to pursue a
career as a Call Center Agent, this course will give you the information
& skills you require to become a world class agent. Ideal for
pre-employment training as well as improving existing skills!
Read The Materials &
Then Take One of Our On-Line Tests .
You'll find out your grade immediately!
It's Fast & Easy!
Certificate Program for
Service Technicians!
In order to achieve high customer
satisfaction, it is not enough just to fix the equipment. You have to
"fix the customer" as well! Learn how to take service to the
next level quickly and easily!
Get a
FULL Color Certificate When You Successfully Complete The Course! It's
suitable for framing and a great addition to any wall!
Instant
Download & CD-ROM-Based
Customer Service Training Modules
New
Release!
Observation Selling!
Learn how to
take communication and Customer Service skills and apply them to
your sales processes. Learn how to create larger sales, convert
more customers into buyers and increase revenue without having
to increase customers! Over 100 pages of powerful yet easy to
implement processes and information designed to get results
fast! No prior sales experience required to use these powerful
techniques! Click
Here For More Information!
New
Release!
How To Thrive
In ANY Economy! Even
in a poor economy there are opportunities for people who know
what to do and how to go about doing it. Learn how to protect
yourself from layoff, secure new opportunities, and bring
security and stability into your life easily! Over 400 pages of
easy to understand and implement information and tools. A must
for anyone concerned about or impacted by the current economy.
Click
Here For More Information!
Get two
PowerPoint Presentations: "Training the Trainer" &
"Unlocking the Keys To Great Customer Service" plus
trainer and participant manuals and a group license for 25
participants all for one low price!
Everything on an easy to use CD-ROM!
Learn what it
means and what it takes to become totally customer-focused.
Learn how to quickly and effectively turn your business into a
truly customer-focused business.
9 of our most
popular manuals and publications designed to give you a complete
education in both basic and advanced Customer Service Training
techniques and applications.
Everything on one easy to use CD-ROM!
The
basics of Customer Service Training to teach you skills or refresh
existing skills. A perfect entry level or starter manual. Also perfect for
review
What
do you do when things go wrong? Let this manual take you step by step and
show you how to resolve problems and minimize their negative effects on
your business. These skills are a must for anyone in Customer Service!
Very
often how we react after things go bad can be the difference between
losing a customer and gaining one for life! Let us show you how to keep
your people coming back again and again! These skills are a must for all!
Learn how to treat people
properly and determine which course of action to take to get the maximum
result. Different people require different approaches!
Take your
Customer Service skills and performance to a higher level with these
advanced skills manuals. Get Conflict Resolution, Customer Service
Recovery, and How To Interact With Any Kind of Customer for one special
low price!
Learn how to interact
with people over the phone properly and effectively. Learn how to increase
sales, satisfaction, and keep people coming back again, and again,
and again! A must for businesses of all shapes and sizes!
Learn how to implement a
plan designed to make it easy to take your new customer service skills and
put them to use in your job! This program is FREE with any manual
purchase!
Get a special
collection of our most popular titles in one great collection
and get them all for a very special low price!
This is a limited time offer so order your set NOW!
Get a collection
of our best selling Customer Service Training manuals as well as
a full color certificate of completion suitable for framing to
show your customers you care!
Prepare
yourself for achieving optimum performance in one of the most
challenging and rewarding customer service jobs out there today.
Get the basic and advanced skills you need to be at your best in
this great career!
Even in a poor
economy there are opportunities for people who know what to do
and how to go about doing it. Learn how to protect yourself from
layoff, secure new opportunities, and bring security and
stability into your life easily!
Discover
how you can lead the Customer Service experience for your staff
and team! Learn how to institute training and change outlooks,
focus areas, and improve the performance of your department and
staff!
To get the most
out of life, we have to be prepared when opportunities present
themselves. To get that dream job or promotion we have to learn
how to make sure we're ready and others KNOW IT! Success might
not be that easy, but failure is much, much harder!
Re-Entering The Workplace
Millions of people
are returning to the workplace later in life. For these people the task
may seem difficult or at least intimidating.
This E-Book will give you the knowledge and
action plan you need to gain an advantage over others and be successful!
Click
Here For More Information!
Enhancing
The Customer Experience
Learn what it
means and what it takes to become totally customer-focused.
Learn how to quickly and effectively turn your business into a
truly customer-focused business. Best of all, learn how to do
this in a very cost-effective and easy fashion. Click
Here For More Information!
How To Thrive
In ANY Economy! Even
in a poor economy there are opportunities for people who know
what to do and how to go about doing it. Learn how to protect
yourself from layoff, secure new opportunities, and bring
security and stability into your life easily! Over 400 pages of information and tools.
Click
Here For More Information!
Our Customer
Service Training Modules Will Show You:
Why
you may never know what you did, or are still doing wrong!
How
to dramatically reduce the cost of resolving problems and
complaints!
The
key words to avoid at all cost! (and we all use them each and every
day!)
What
to NEVER say to a customer!
Common
practices we think are good but send customers away in droves!
Steps
to take to make yourself more valuable to your business or to your
company!
How
to quickly and easily become customer focused!
How
to give everyone more of what they want without increasing costs!
Most
important: How you can reduce your daily stress almost immediately!
Everyone Can
Benefit From Improved Customer Service Skills!
Business
Owners - Give your employees the
Customer Service Training that they need to maximize their performance,
sell more products, and become more productive. Accomplish this in a very
cost-effective way without having any employee miss time from work! An
inexpensive yet very effective way to train your employees on service!
Employees - Upgrade
your service training skills and become more productive and more valuable to
your employer! Prepare yourself for career advancement by possessing
service skills many others don't have!
Students -
Get the
Customer Service Training you need before starting your first job! Get the jump
on the competition by learning the Service skills they don't teach in school! Be
prepared when that opportunity presents itself!
Unemployed? - Make
yourself more marketable and valuable by getting the Service skills that are
most in demand by employers today! Give yourself the edge over your competition!
Prospective employers want people that know how to treat people & increase
revenue! Be that person!
DON'T
WAIT!!! It Has Never Been Easier To Get Customer Service Training Skills!
In just an hour,
you can be on your way to a much more secure and less stressful future with
higher pay and increased job security! Best of all, it's easy to improve your
Customer Service skills, and you can do it in the comfort of your own home and
within your schedule! The hardest part is taking the first step. Once you
do that, the rest is easy!
"I Went
From New Employee To Employee of the Year In ONE YEAR Using
The Exact Information & Techniques Featured Here! It Was So Easy!"
Good Customer
Service Training doesn't cost money,
it MAKES you money!
Take
Your Training "On The Go" with a Kindle or I-Pad!
For those of you who travel
or spend a lot of time commuting, why not broaden your ability to
train, keep up on journals and manuals, and enjoy your favorite
books at the same time? CSTI Manuals are available from Amazon
Kindle Book Store and you can also use them on I-Pads as well!
You can do that and more with a Kindle
Book Reader! Kindle Book readers are able to read PDF files so you
can red our training manuals as well as service manuals as well as
your favorite bestsellers! It truly brings total flexibility to
your reading enjoyment!
Get a FREE
Customer Service Training E-Book to help you improve your Customer Service
Skills in order to take your customer's experience to the next level and beyond!
It's free and you will get to download it instantly! Click
Here To Get Your FREE E-Book!
Customer Service Certificate Program
Receive A Handsome Certificate To
Display Upon Completion
Do
YOU Have The Skills You NEED To Do Your Very Best &
Prepare Yourself For The Opportunities That Lie Ahead?
Quality
Customer Service Training Need Not Be Expensive!
Our Easy To Use & Cost
Effective Customer Service Training Will Quickly Improve Your
Customer Satisfaction Ratings, & Keep Your Customers Coming Back To You Again &
Again!
Click On
Title For
More Information
Customer
Service Training
Packages,
Group Training, & Corporate Training
A
complete course in Customer Service with a Certificate of Completion when
you're done! A perfect way to show your customers that you care enough
about their needs to take the time to learn how to best serve their needs!
We
offer licensing plans for any size group! Get quality Customer Service
Training for far less than you would think possible! Personalized manuals
for large users!
Discover
what the value of Customer Service Training really is to you and your
company. Discover what will happen if you don't invest in Customer Service
Training and improve your skills now!
Make
sure to bookmark our newest location on the web! We can now also be found
at
http://www.customerservicetraininginstitute.com
How
Serious Are YOU About YOUR Customer Service Training?
Would You Like To Keep
Informed On The Latest Customer Service Training
Information & Our Latest Products?
Why Not subscribe To Our Customer Service Training Newsletter?
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Get Special Offer's, Too!)
Corporate
Customer Service Training
Resources! Bring Our Customer
Service Training
To Your Employees! Train-The-Trainer
Manuals - Trainer's
Manuals - Student
Workbooks
Click Here For More Information
Do You Need to
Train a Large Group of People?
We offer group licensing plans for any size group! Get quality Customer Service
Training
at lower costs through group licensing!
Personalized content
available for large users.
For more information, please CLICK
HERE!
Direct Customer Service Training
Manual Product Links:
There is a brand new
website, created by one of our authorized distributors, that is a
great source of all kinds of Customer Service Training resources and
products (even ours!) At this site you can find books, videos, audios
and all kinds of products, all related to Customer Service Training.
Product reviews and commentary make this a great site to visit and
bookmark as well!
If you are Looking for Other
Types of Training,
check Out This Directory of Training
Seminars
At The Customer
Service Training Institute, we are all about success! Our Customer Service
Training
manuals will help you bring the very best Customer Service Skills to
your job and your company!
"Get Your Customer Service
Training From The Customer Service Training Experts"
Customer Service Training Customer Care
Training Customer Service Training Customer Care Training Customer Service
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