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Effective 21st Century Customer Service Learning
Objectives
By the end of this session you will know:
- How to deal with customers who are wrong—the "customers from Hell"
- How to empower your employees to make decisions
- How to deal with customer’s complaints
- How to give effective feedback
- How to deliver customer service by e-mail
Workshop Overview
If you had only one rule for your business, your family, your school, or society, what
would it be? Nordstrom has only one rule:
The Nordstrom handbook begins with . . .
Welcome to Nordstrom. We’re glad to have you with our company.Our number one
goal is to provide outstanding customer service.
Rule #1: Use your good judgment in all situations. There will be no additional rules.
This one rule, "Use good judgment," is the key to leadership, parenting,
management, and life. As a leader, the best thing I can do is to give the tools that
enable and empower people to use good judgment.
In our customer service workshops, we focus on how to practice good judgment when . . .
- Dealing with challenging customers
- Putting a customer on "hold"
- Transferring a customer who has already been transferred three times
- Delivering bad news
- Working with a customer who is wrong
- Taking the time to listen when you are under the gun to increase production
- Sending an important message by e-mail, fax, or voice mail
- Confronting an internal customer who is not using good judgment
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