atyourcommand June 12th, 2007

ATD 1:1 First impressions – You have approximately 90 seconds from the moment a customer walks in to your business, to set a first impression and to form a bond. During these 90 seconds, the customer has decided whether they would like to do business with you or not.

ATD 1:2 What is the customer thinking? – Once you can think like a customer when dealing with a customer, exceptional customer service becomes easy.

ATD 1:3 Four types of customer service – Let’s look at the four levels of customer service and identify what level you may be operating at.

ATD 1:4 How to create a memorable customer service experience – Do something they’ll never forget. Wow them! It’s not difficult, just a matter of choosing your attitude.

ATD 1:5 Why customers never return or recommend your business – Find out the number one reason why people won’t return to your business, even though you thought you gave it your best shot!

ATD 1:6 Dealing with the female customer – More and more women are demanding that they be treated as individuals who can make their own decisions. Did you know that one third of small businesses in Australia are owned by women?

ATD 1:7 Handling a complaint – Find out the top ten reasons that cause complaints in the first place and learn how to avoid them.

ATD 1:8 What happens after a customer complains? – Have you often wondered what a customer says or does after they walk out of your front door?

ATD 1:9 How to deal with angry customers – Learn a quick 5-step process to handle angry people, how to dissolve the situation and provide a win-win outcome.

ATD 1:10 Identify who your internal customers are – You have two types of customers, internal and external – Do you know who they are?