A Guide to Good

Customer Service ACME Pros Office Cleaning

By Michele Hladik

Public Relations/Marketing Director

MKGT350 E1WW

Tony Bonina

9-11-11

Welcome Customer service training session for all current and new employees A variety of customer service complaints. Importance of excellent customer service Improving customer service Benefits for the customers, the employees, and the company.

Recent Customer Service Issues

Complaints need to be taken seriously Addressed at all levels Long hold times for calls Unanswered questions or requests

Unprofessional dress

Rude telephone treatment

Ignored concerns Product or service updates

The Need for

Good Customer Service

Tough economy means customers spend less

Customers feel valued and appreciated

Inspires loyalty

Brings in return business Every employee has customer contact

Never too late to begin

Customer dissatisfaction

General Procedures Excellent job performance A positive, can-do attitude Take concerns seriously and respond promptly

Listen to the customers’ requests intently and act promptly

Know about all ACME products and services

Forward requests

Follow up

Procedures for Cleaners

The most visible

Be polite

Never interfere

Wear the appropriate uniform - Clean - Professional

No cell phones

No electronic devices

Procedures for Office Staff

Phone calls - Professional - Prompt

- Hold time - Messages - Return calls

Professional business dress - Hair, makeup and jewelry - While representing the company

Procedures for Supervisors

Monitor staff members

Positive team meetings

Fit the employee to the job

Consider the way employees are treated - Rewards - Discipline

Customer Service Rewards

Customers - Better care - Satisfaction ACME employees - Employee of the Month - Special parking - Special bonus - Future rewards - Job satisfaction ACME - Continued success - Financial prosperity - Growth

Conclusion

Performing a few simple customer service procedures can make for a happier and more successful workplace. Performing these simple tasks would make current customers happy and encourage new customers to contract with ACME. Happy customers are essential to a successful business.

References American shoppers spend more for good service. (2011 August 8). Business News Daily. Retrieved September 8, 2011 from http://www.businessnewsdaily.com/good-customer-service-increases-sales- 1630/ Customer service culture change. (2011). Good Customer Service. Retrieved September 8, 2011 from http://www.goodcustomerservice.org/. Miller, A. (n.d.). Customer service tips and techniques. Business Know How. Retrieved September 10, 2011 from http://www.businessknowhow.com/marketing/cstips.htm One easy thing you can do to improve your customers' experience. (2011 April 5). Business News Daily. Retrieved September 10, 2011 fromhttp://www.businessnewsdaily.com/improving-customer-service-1151/ Small business gives best customer service. (2011 May 4). Business News Daily. Retrieved September 8, 2011 from http://www.businessnewsdaily.com/small- business-customer-service-1250/