Delivering Exceptional Customer Service
To survive in a highly competitive marketplace, your organization must distinguish itself from the crowd. Often, the first and only opportunity you have to do this is through the interaction between your front-line staff and customers who expect smiling faces, rapid response, and zero defects. Yet, this vanguard position — demanding a range of skills including communication, problem-solving, relationship building, time management, and stress management — is often viewed as an entry-level function.
To succeed, you need to foster an environment where customer service is valued as a management priority, a signature feature of your organizational culture. You must equip every member of your staff with the skills essential to providing exceptional customer service, both inside and outside your organization.