Customer Service and Positioning 

HOUR 1

Definition of Customer Service: Action of helping or doing for someone.  Subcategory: Assistance or advice given to customers during and after the sale of goods.

• Service starts long before the sale and after the fact, as well.

Examples of Good Customer Service:

• Moe's: Attitude of Gratitude - At Moe's every sing customer through the door is greeted with a huge "Welcome to Moe's" which makes each individual feel special.
• Pro-Tech A/C: They are a great example of staying true to your word and doing what you say you're going to do.

Example of Bad Customer Service:

• Local Cable Company: Saying they will come to address the problem between the hours of 12PM - 6PM.  It ties up the whole day and doesn't cater to the customer.

*If you say you'll do something--Do it!  For example, if your company is known as "The Friendly Plumber," the plumber should be friendly!

Advice:

• MissionStatements.com: You can review and see if the businesses practice what they preach.  You should check to see if customer service comes first.
• TripAdvisor.com: Customer comments help review the top hotels based on customer service.  Manager replies to the complaints on the discussions are a great example of good customer service.

5 THINGS YOU SHOULD FOCUS ON FOR GOOD CUSTOMER SERVICE:

1. Attitude of Gratitude (Be sincerely thankful)
2. Treat others as you would want to b e treated
3. Every problem is an opportunity to cement the relationship
4. Become a resource before and after the sale
5. Focus in on the testimonials (ex: video testimonials from customers on the company's website)

HOUR 2

Gregory & Clark, PLLC has a welcoming, home-like tone as soon as you walk in the door.  You may even be greeted by Justin Clark's dog!

It's important to have a friendly atmosphere and all employees take the time to say "hi" to the visitors/clients.

Direction of Gregory & Clark:

• You MUST call/email people back
• Cherish each and every client you have and make sure they are happy!
• Be honest.  Setting expectations and not giving false hope.
• Hire REAL and HONEST employees.