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>> Customer Service Sins

>> Customer Service, Even Online

>> Customer Service Loyalty

>> Customers Say the Darndest       Things

>> Customer Retention Simplified

• TRAINING PROGRAMS

>> Customer Service Skills

>> Exceptional Customer Service

>> Managing Customer Service

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>> Coaching for Customer Service

• CUSTOMER SERVICE
  TRAINING QUOTE

"I consider my ability to arouse enthusiasm among men the greatest asset I possess. The way to develop the best that is in a man is by appreciation and encouragement."
Charles Schwab

While many aspects of customer service have changed over the years, the value of a good relationship with the customer has not. It is vital, however to recognize what a good relationship is and what it will and will not do for both you and your customer.

A strong customer relationship consists of four key elements. These four elements are rapport, respect, value, and trust. The foundation of any strong customer relationship is TRUST.

Trust and customer relationships are developed through:

• Rapport - Rapport is not as simple as just "getting along" with others. Rapport is a mutual understanding and compatibility between you and your internal customer about each other's key goals, problems, and needs.
• Value - Your customers need to see that building a relationship with you is valuable to them, both in business and personally. Developing effective solutions that solve their problems and address their key needs enhances your value as an internal consultant and support for them.
• Respect - Finally, your internal customers have to respect you in order to seek your advice as a consultant. It is impossible to build trust or a relationship if others do not respect you or your advice. Respect is built by exhibiting competency and consistency in everything you do with your customer.