Cutting edge communication. Episode 15, enhancing service / by Eve Ash and Erin Browne.

Format:

Video

Series:

Academic Video Online

Language:

English

Subjects (All):

Communication.

Customer relations.

Genre:

Instructional films.

Physical Description:

1 online resource (9 min.).

Place of Publication:

Melbourne, Victoria : Seven Dimensions, 2013.

Language Note:

In English.

Original language in English.

Summary:

Service is integral to Cutting Edge; if a client is not happy, they can lose business. Marcus likens service to a gecko's suction capacity; once you get a client, you never let him/her go. Marcus introduces Barney Bradley who instructs everyone to close eyes and imagine a computer support frustration. He then asks them to imagine the joy one feels when great service is finally delivered. Sam explains the importance of GECKO. Get it right first time -- no mistakes. Efficiency -- one can simultaneously field a call and acknowledge the presence of someone who needs service. Having a Can-do attitude is vital -- the notion that a company "might" do something, conveys the impression it won't happen. A client who can count on you has a sense of confidence. Alex likes her customers to feel special; it is how they grow their customer base. Sherry loves Knowledge -- finding out about her customers; the more she knows about them, the better the service she can give, whilst for Serena knowledge is part of preparedness. Outcomes is about finding an answer, setting a deadline and sticking to it. Steve's motto: turn a complaint into congratulations!

Notes:

Title from resource description page (viewed Apr. 28, 2014).

OCLC:

890730101