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Listen to customers, build rapport and demonstrate you care by being efficient, knowledgeable and a problem solver.

Service is integral to Cutting Edge; if a client is not happy, they can lose business. Marcus likens service to a gecko’s suction capacity; once you get a client, you never let him/her go. Marcus introduces Barney Bradley who instructs everyone to close eyes and imagine a computer support frustration. He then asks them to imagine the joy one feels when great service is finally delivered. Sam explains the importance of GECKO. Get it right first time – no mistakes. Efficiency – one can simultaneously field a call and acknowledge the presence of someone who needs service. Having a Can-do attitude is vital – the notion that a company “might” do something, conveys the impression it won’t happen. A client who can count on you has a sense of confidence. Alex likes her customers to feel special; it is how they grow their customer base. Sherry loves Knowledge – finding out about her customers; the more she knows about them, the better the service she can give, whilst for Serena knowledge is part of preparedness. Outcomes is about finding an answer, setting a deadline and sticking to it. Steve’s motto: turn a complaint into congratulations!

  Key Learning Points

When we care we listen to needs. Then we can provide excellent service.

PROVIDE EXCELLENT SERVICE

DON’T assume or guess
INSTEAD: Get it right first time

DON’T waste time
INSTEAD: Be efficient

DON’T be rude or stop caring
INSTEAD have a can do attitude

DON’T lose focus on the customer
INSTEAD: Find answers and solve problems

ENHANCING SERVICE

G - Get it right first time
E - Efficient
C - Can do
K - Knowledge
O - Outcomes

This is available as part of

Cutting Edge Communication Comedy Series - 80 lessons
Laugh and Learn with the latest comedy based training package
COMEDY MAKES LEARNING FUNThis comedy business series completed in 2016 was created by Psychologist Eve Ash and comedienne Erin Brown.  This series will shock, amaze and entertain you, while at the same time teaching some important lessons in human interaction, in a way you won’t forget! 30 new title... read more
Topics
Service / Sales
Year of Release
2013
Video Running Time (minutes)
9:00
Course ID
CEC41

Handouts

Description
Leaders Guide
PowerPoint Slides

Only preview versions of handouts can be viewed without a license.