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Presented to Ace Parking Management Phoenix HR personnel
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Customer ServiceAce Parking Management
What Is Customer Service?
• Right Behaviors• Right Products/Service• Customer Satisfaction• Exceed Expectation
Who Are Your Customers?
• Your Supervisor• Your Co-workers• Ace Constituents• Airline passengers• People picking up
passengers• Commuters
• Busy moms• Cranky businessmen• Crazed fans• Teen drivers• College students
What Are Their Concerns?
• I hope there’s a good spot.• I’m late for my flight.• Traffic was horrible.• My flat iron burned my hair.• My client just changed companies.• I hate my job.• …
Bad Customer Service
Bon Qui Qui
What Did She Do Wrong?
• On Her Phone• Focus on Self• Attitude• Talked More than Customers• Did What She Wanted• Discriminated• RUDE!
5 Keys to Good Service
• Positive Attitude (want to help)• Know Your Customer
• Ask good questions.• Listen to the answers.
• Know Your Product/Service• Can you meet the need?• How?
5 Keys cont’d
• Respond Well• Give clear relevant information• Answer the need• Be courteous• Don’t call Suh-CURR-ity
• End Strong• Thank the customer• Review the result• Offer to help again