The front line of any organization is where customers are won and lost--for life! Point of Impact! clearly demonstrates the steps your front line needs to take to keep customers coming back--again and again! And it's easy--if you have an A-C-E up your sleeve.
Key Learning Points
- E-Effort: Especially when things go wrong! The four rules of extra effort: 1.Get the facts from the customer. 2. Show the customer you understand. 3. Tell the customer exactly what you’re going to do. 4. Follow through
- What is this A-C-E An easy way to remember the keys to great customer service:
- A-Attitude: Great customer service begins with a positive attitude. Smile! 10-second rule
- C-Communication: Positive/open body language. Questions: Your most powerful tool! Listen!