www.tlz.co.za 
 
Management Training Consultants is a Training and Development company based in Durban, KwaZulu-Natal.
It is run by Terry Zietsman who designs and trains programmes on a national basis.
Quote of the month
"Good enough never is."
Carl Sewell - America's leading car salesman
CUSTOMER SERVICE


Does the level of service you receive sometimes astound you? I am not referring to excellent service but the number of times you have been frustrated, angry and even indifferent at the service levels you have received.

I believe that Customer Service is quite simply about the expectations people have. It is about Perception - not the perception on your part that you delivered your best but the perception on the customer's part that they got what they expected to get or even better - they got more!

Taking it one step further - Superior or Outstanding Service is about exceeding expectations. Whether you are a small, medium or large business regardless of what you do - what do you believe is your level of service? Just as important - as an individual - ask yourself the same question.

"To satisfy the customer is the mission and purpose
of every business."     Peter Drucker
Interesting reads!
 
1. SELF MATTERS
The book gives one the tools to become a great, fulfilled and real self.
DR. PHIL MCGRAW
 
2. HOW TO HAVE A BEAUTIFUL MIND
Using creativity, imagination and empathy - give your mind a makeover!
EDWARD DE BONO
 
3. THE ONE MINUTE MANAGER MEETS THE MONKEY
Teaches one how to save time to do what you want and need to do and learn how not to take on problems that are not yours!
KEN BLANCHARD


Jan Carlzon - CEO of the Scandavian Airline - SAS popularised the term 'moment of truth' - which is any moment or opportunity a customer has to make an assessment or form an opinion about you and/or your company. From the way a telephone is answered to the promptness a call is returned, from attitudes to parking facilities - the number of moments of truth can vary from 1 to any number. Depending on the circumstances the moment may last a few second or a few minutes or longer. Take a moment to think about the number 'moments of truth' your customers experience. Are they all positive, golden experiences?

Customer Service however is not only about your external customers and clients it is also about your internal service levels. How do people within the organisation treat one another? Are the interactions between Departments and Business Units positive, open, constructive and transparent. Your internal service levels directly impact on your external service levels. If all is not okay on the inside - then your service levels are not up to standard

" It is not only what we do but what we do not do for which
we are accountable."     Moliere
visit us online at: www.tlz.co.za 
SOME INTERESTING FACTS TO PONDER

· Between 50% and 70% of all customers who complain will buy again from/use that company provided their complaint was resolved. This figure becomes 95% if the customer believes the complaint was resolved quickly.
· Over 90% of customers NEVER complain so be grateful for feedback - it helps you to improve.
· Nearly 70% of customers are lost as a result of an attitude of indifference by members of staff or management
· Approximately 30% of South African companies lose between 10 and 40% of their customers every year due to bad customer service
· Some things to be aware of about your customer:
  * Choices are greater
  * Expectations are higher
  * People want more for less
  * They want it yesterday
  * The competition is getting cleverer
A FINAL WORD OR TWO:

"There is no such thing as 'soft sell' or 'hard sell'. There is only 'smart sell' and 'stupid sell'." Charles Brower
 
….AND THE FAWLTY TOWERS APPROACH!
" You ponce in here expecting to be waited on hand and foot, well I'm trying to run a Hotel here. Have you any idea how much there is to do? Do you ever think of that? Of course not, you're all too busy sticking your noses into every corner, poking around for things to complain about , aren't you?"
Basil Fawlty aka John Cleese
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