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>> Customer Service Sins

>> Customer Service, Even Online

>> Customer Service Loyalty

>> Customers Say the Darndest       Things

>> Customer Retention Simplified

• TRAINING PROGRAMS

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>> Exceptional 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

Most business people are aware that meeting customer needs is critical to business survival. The key to excellent customer service, then, lies in partnering with your customer to help him achieve his goals and to help solve both his problems and address his needs. In other words, solutions reached jointly with the customer to satisfy his specific needs will enable you to develop a strong business relationship.

The three most influential business needs are:

1. Profitability - net backs, returns,
2. Productivity - efficiency and/or effectiveness, and
3. Image - what people think about an individual or group-good or bad.

To identify your customer's needs you have to become very specific with him and help him clearly define what his problems, expectations, results, timetables, people and fund allocation, and level of tolerable disruption to his organization are, depending on the situation, by asking a lot of questions, actively listening to the answers, and collaboratively seeking solutions that address everyone's needs.

Exceptional Customer Service certainly means meeting the customer's business needs. However, what tends to be left out by many customer service representatives is a focus on meeting their customer's personal needs. There are four main "Human Needs" that your customers have: