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PROVIDE EXCEPTIONAL SERVICE

PROVIDE EXCEPTIONAL SERVICE. Discuss the five traits shared by all companies that provide superior service Describe best practices companies use to build loyalty. The “CARER” Principle. Credibility Attractiveness Reliability Empathy Responsiveness. CARER.

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PROVIDE EXCEPTIONAL SERVICE

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  1. LESSON 6.1 PROVIDE EXCEPTIONAL SERVICE Discuss the five traits shared by all companies that provide superior service Describe best practices companies use to build loyalty

  2. 6.1 The “CARER” Principle • Credibility • Attractiveness • Reliability • Empathy • Responsiveness CARER

  3. 6.1 Credibility—It’s All about Trust • Credibility means believability. • Customers need to believe in you and your company.

  4. 6.1 Attractiveness—Physical Proof of Great Service • Attractiveness refers to the physical characteristics of a company including • Equipment • Facilities • Employees • Correspondence

  5. 6.1 Reliability—Consistent, Dependable Service • Reliability is the promise of superior quality, dependability, consistency, and accuracy.

  6. 6.1 Empathy—Consideration of Feelings • Empathy is expressing understanding and acceptance of another person’s feelings and thoughts. • Empathy is used to show respect, caring, and kindness.

  7. 6.1 Responsiveness—Active Involvement • Responsiveness is a willingness and eagerness to meet customers’ specific needs. • Follow up • Sensitivity is key

  8. 6.1 Best Practices • Companies that provide outstanding service have many things in common. • You can learn important lessons from these “best practices” that exceptional companies use to increase customer loyalty.

  9. 6.1 Create a Company-Wide Service Mentality • Eliminate irritants. • Keep promises. • Involve customers and employees in improvement. • Put the customer first.

  10. 6.1 Treat Customers as Friends • Make customers feel like insiders. • Make the customer’s experience fun. • Offer value-added services. • Put energy and resources into recovery.

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