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A-Z Good / Bad Customer Service

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I have stolen an idea i saw on here a few months ago and as an ice-breaker for a customer service course i am asking the delegates to compile an a-z of good/ bad customer service. But i am struggling to fill all the letters myself. Any suggestions welcome.
thanks
viv

Vivienne Robinson

One Response

  1. Here’s my suggestion
    Off the top of my head, how about:

    A = attitude
    B = benefits (WIIFM to improve customer service)
    C = consistent
    D = Deal with it yourself
    E = Expectations (ie customer expectations)
    F = Friendly
    G = Go the extra mile
    H = Helpful
    I = Interested (in the customer)
    J = Job (customers are our jobs, not an interruption)
    K = Keen to help
    L = Learn from mistakes and from our customers
    M = Mean what you say
    N = Negative language (avoid at all costs)
    O = Opportunity
    P = Polite
    Q = Quick …
    R = … Response times
    S = Suggestions (ask the customer what they want to Solve the problem)
    T = Training
    U = Unique (every customer is)
    V = Value
    W = Wants vs Needs
    X = Excellence
    Y = You (what do YOU want as a customer)
    Z = Zealous

    Most are self explanatory, but do email me if I can help any further. I had a thought that for Z you could suggest “Zabaglione – a difficult to make Italian desert – nothing to do with customer service, but I love it” or something just to make people laugh.

    Good luck and hope this helps.

    Jenny James

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