Delivering Exceptional Customer Service

Customer Service Should Be…

• Pain Free• Proactive• Personalized• Productive

Customer Contact is a Moment of Truth• Upon first meeting, opinions are immediate formed about us and our

organization• They will decide in 7 seconds from 11 impressions whether they:• Like you• Dislike you• Indifferent

11 Impressions

• Cleanliness• Engaging• Credible• Knowledgeable• Responsive• Friendly• Helpful• Understanding• Courteous• Confident• Professional

Professionalism

• Positive Attitude• Work Ethics• Etiquette

Communication

• Verbal• Written - email, letters, memos• Non-Verbal• Language• Confidentiality