Carol Ann Small

Customer Service

“YOU WANT IT WHEN?”

Service with a Smile: The Return of the Satisfied Customer

Remember the good old days – when the customer was always right and
dill pickles cost a nickel? You’ve no doubt noticed that times have changed
and common courtesy has gone the way of the 8 track tapes. Isn’t it time to
give your organization a competitive edge by brushing up on business
etiquette and learning how to keep regular customers coming back for more?

Qualities such as sincerity, courtesy and diplomacy will help create a loyal
client base yet many workplaces have forgotten that politeness and
professionalism are the keys to long term success. Studies have shown that
individuals are 10x more receptive when greeted with a smile. As our working
relationships become more virtual and less personal, this program will
remind us that it’s vitally important to put the “human”back in human resources.

Carol Ann’s Customer Service Program explores the following questions…

1.) Have you thought about ways that your patient/client/customer’s needs
could be better met (besides a generic voice mail loop)

2.) Do you strive to project an enthusiastic “can do” attitude at work
(even if it isn’t casual Friday?)

3.) When addressing a complaint, do you offer some form of incentive
so that a customer would be encouraged to do business with you again
(and we’re not talking about key chains that glow-in-the-dark…)

4.) Do you view work situations with a positive verses negative attitude
(if you boycott the company picnic and knit a sweater during board meetings,
consider this negative)

5.) Does your business or organization demonstrate a philosophy of service
or a we-could-care-less-if-you-never-come-back attitude?
(If your C.E.O. is M.I.A., you need S.O.S. ASAP…)

“Particularly impressive was the way that you interwove our sales message into your
extremely entertaining presentation.”

Daniel K. Trout, Retail Vice President
THE COMMUNITY BANK

“Your humor and interactive message were well received by all in attendance.”

Helen M. Pettersen, The Norfolk and Dedham Group

“Many of the participants have commented on the approach you offered people as an
opportunity to create options in their daily lives.”
Susanne Donaghue, Chair Diversity Committee

DIGITAL

Customer Service

“YOU WANT IT WHEN?”

Service with a Smile: The Return of the Satisfied Customer

1.) Have you thought about ways that your patient/client/customer’s needs could be better met (besides a generic voice mail loop)

2.) Do you strive to project an enthusiastic “can do” attitude at work (even if it isn’t casual Friday?)

3.) When addressing a complaint, do you offer some form of incentive so that a customer would be encouraged to do business with you again (and we’re not talking about key chains that glow-in-the-dark…)

4.) Do you view work situations with a positive verses negative attitude (if you boycott the company picnic and knit a sweater during board meetings, consider this negative)

5.) Does your business or organization demonstrate a philosophy of service or a we-could-care-less-if-you-never-come-back attitude? (If your C.E.O. is M.I.A., you need S.O.S. ASAP…)

1.) Have you thought about ways that your patient/client/customer’s needs
could be better met (besides a generic voice mail loop)

2.) Do you strive to project an enthusiastic “can do” attitude at work
(even if it isn’t casual Friday?)

3.) When addressing a complaint, do you offer some form of incentive
so that a customer would be encouraged to do business with you again
(and we’re not talking about key chains that glow-in-the-dark…)

4.) Do you view work situations with a positive verses negative attitude
(if you boycott the company picnic and knit a sweater during board meetings,
consider this negative)

5.) Does your business or organization demonstrate a philosophy of service
or a we-could-care-less-if-you-never-come-back attitude?
(If your C.E.O. is M.I.A., you need S.O.S. ASAP…)