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Customer Service

 Going Beyond Customer Expectations
Providing good service fulfills customers' needs. Provide it quickly and
efficiently, and not only will your customers be pleased, but you also will
have done your job.

But you can always do more. You can take that extra step beyond what
customers expect into the realm of the surprising and rewarding. You exceed
customer expectations when you take the initiative to turn a pleased
customer into a loyal one.

 Handling Customer Dissatisfaction
You answer the phone only to hear an angry customer shout, "Where's my
order? You said it would be here two days ago!" What do you say? Or,
you've just spent 10 minutes explaining the service options you can provide
to remedy a problem when the customer asks for something that is in
violation of your company's policy. What do you do?

 Providing Everyday Service Excellence
Every time you interact with customers—whether face to face, on the telephone, or online—you have an
opportunity to answer an immediate need and build a lasting relationship. A focused response quickly gets
customers what they want or need. Beyond that, you can do even more to turn a routine interaction into a
memorable one that encourages customers to return.

Decision Making

 Making Accelerated Decisions
Making decisions in today's fast-flowing business environment is a lot like navigating white water in a kayak.
Not only is the path choppy and fraught with unseen hazards and poor sight lines, but there is little time to
ponder an opportunity when it presents itself. Decisions must be made quickly, or those opportunities are
gone—swept away in the relentless undertow that is today's business world. You don't have the luxury of
waiting for all the information to come in or of trying to make the perfect decision.

 Making Quality Decisions
Have you ever thought about how much time you spend each day analyzing information, solving problems,
and making decisions? We might not always be involved in major, high-profile decisions, but we all make
decisions that are important and have impact. The quality of your eventual decision depends on the quality
of your analysis and judgment.

 Reaching Group Agreement
Your group needs to agree on the best way to complete a task, provide a service, or improve a process. But
agreement seems a long way off when each person has a different idea of how to go about doing that. Your
challenge is to give all ideas a fair hearing and get the whole team to commit to just one idea, even if it's not
everyone's first choice. The payoff is a well-informed decision that benefits from everyone's knowledge,
skills, and experience.

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