Tim McAleer. 1. We are in the people business 2. Our DNA (you!) are the only thing that distinguishes Tradies from any other competitor 3. Tradies is.

HOW TO DELIVER WOW!

CUSTOMER SERVICE

Tim McAleer

CUSTOMER SERVICE“THE BASICS”1. We are in the people business

2. Our DNA (you!) are the only thing that distinguishes Tradies from any other competitor

3. Tradies is known for it’s customer service, but what is beyond exceptional customer service?

WHAT IS YOUR DEFINITON OF CUSTOMER SERVICE?

HOW DO YOU CREATE “WOW!”? Service & Consistency

Our Purpose = “To Serve and Connect” When they come to Tradies, they know what to expect Customer satisfaction is just what happens when nothing

goes wrong!

WOW = OK +1 +1’s must be:

Little or no cost Quick and easy to do They must be noticed and valued by team members and

customers

It’s the small things that make the difference, but the difference is no

small thing

HOW DO YOU CREATE “WOW!”?

HOW TO HANDLE CUSTOMER COMPLAINTS

Recovery philosophy Recovery = Fix it +1

Never argue with a customer, you might win!

HOW DO YOU CREATE “WOW!”? Attitude

Friendly, not familiarYou choose your attitudeThe customer’s issues are what’s important,

leave you own at the door

Grooming and PresentationNew uniform April 2012 It’s the attention to detail!Staff will be held accountable for how they

are presentedPocket book checklist provided for you

CUSTOMER SCENARIOS Handouts

TEAMWORK

QUESTIONS AND COMMENTS