Customer Service

Join us for the Webinar at 1:00 P.M. February 8!

We’ll be talking about  customer service with Ryan Keough  of Cutter Aviation. Bring your questions!

Contents

• Introduction – Customer Service Is Key To Sales And Marketing Success    2
• Customer Service Begins With Sales Integrity    3
• Don’t Feed The Bargain Hunters    4
• Customer Service Basics    5
• The Golden Rule (Usually) Works    7
• Segmenting Customer Types    7
• Multi-Tiered Customer Service?    8
• The Customer Is (Usually) Always Right    8
• Being A Customer Advocate – In A Good Way    9
• Being A Customer Advocate – In A Bad Way (Gkic Example)    9
• Customer Service Technology    11
• Customer Relationship Database    11
• Phone Systems And Email Systems    12
• Web Site    12
• Social Media    13
• Your Facility    15
• Service Counter    16
• Lobby/Waiting Area    16
• Restrooms    16
• Additional Amenities    16
• Ideas For Going The Extra Mile    16
• Keep An Idea File    17
• Expect A Pleasant, Fun Interaction    17
• Thank You Notes/Birthday Cards/Gifts    17
• Commitment To Safety    17
• Selecting, Rewarding, And Retaining Great Customer Service Staff    18
• Incentives For Customer Service Staff    18
• Handling Complaints And Requests    19
• Surveys/Service Analysis Calls    19
• Being A Seamless Organization    19
• About Ryan Keough    20
• Customer Service – Action List    21
• Show Your Work Challenge    22

And of course, we will include the

• Recommended Reading list
• List of Resources (additional articles and tutorials)
• Action List
• Show Your Work challenge. We’ll send the details

About the Course -

Each course includes:

A thirty to sixty minute video with detailed instruction

A downloadable PDF Workbook

We’ll send “Certificates of Completion” to those that show a good working knowledge of the concepts, and feature the best ones on ABCI’s blog. (An opportunity for additional publicity!)

Need professional continuing education credit? CEUs or PDUs are provided for most professional organizations.
(Equivalent of 2 hours classroom instruction.)

Your satisfaction is unconditionally guaranteed.

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