People are always taken by surprise at any new example of common sense. “This quote from Ralph Waldo Emerson opens one of the most impressive works in customer service: Michael LeBoeuf’s book on how to win and keep customers for life . I’m a fan of the book, and the man who has become a good friend and mentor. Speaking candidly source told us the story. What makes a difference in Michael’s writing is that, although written more than ten years, it remains consistent and relevant for us today . In teaching customer service should be easy. After all, it is common sense to treat customers as we would like to be treated.
The development or delivery of a program that helps people understand that it is more difficult. That is because in the heart of any training initiative in customer service should be a clear understanding of the motives and purpose that drives us, along with a clear strategy to provide exceptional service not only winning customers but also helps to keep for life. Many companies have a customer service program in place (or at least towards the need for one.) But most focus on the practical rather than the principles that make them successful. Training in customer service is often driven reactively by the need to solve the problems of service immediately. As a result, we are not able to identify, promote and train employees on the basic components that the service unit of the heart, not just the brain. No customer service program is complete until it addresses the integration of the following components: Reliability Consistent performance is what customers want most.