Only 4% of customers with problems
actually complain. The other 96% stay dissatisfied and tell
an average of 9 to 10 other people of their dissatisfaction.
- Karl Albrecht and Ron Zemke
Service America!
Doing Business in the New Economy
Customer service can be defined by your company, but customer
satisfaction is only defined by the customer. There's an important
difference. The toughest thing about customers' expectations
is that they are constantly increasing. It's a moving target!
In many cases the "standard of excellence" of the past is no
longer able to delight today's customers and keep them coming
back.
This pocket guide addresses:
Recognizing today's realities
Understanding your job
Knowing what your customers expect
Say what you will do, and then do what
you say
Do it really right the second time
Appreciate how your attitude matters
Keep score to measure your performance
Become the person you would hire
Understanding management's systems for
measurement and improvement
Knowing what to expect from management
This pocket-sized booklet provides
a clear and simple look at the requirements of customer satisfaction.
Non-technical terms are used to assure an understanding of
service excellence and customer satisfaction. Giving every
employee a Pocket Guide for Service Excellence and Customer
Satisfaction is a very useful tool as part of your quality
orientation training program for new employees. Give your
employees a tool they can reference again and again!
Customer service can be defined by your company, but customer
satisfaction is only defined by the customer. There's an important
difference. The toughest thing about customers' expectations
is that they are constantly increasing. It's a moving target!
In many cases the "standard of excellence" of the past is no
longer able to delight today's customers and keep them coming
back.