September 2006 OnPoint Newsletter

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Most Recent Articles

Success Starts with a Can Do Attitude: Three Secrets to Creating More Success

E-mail Protocol – 12 Simple Rules to Stay Connected

Adversity: Your Seed of Greatness (Three Secrets to Using Adversity to Become Great)

Common Courtesy Isn’t So Common – 10 Telephone Blunders in Everyday Business

Connect the Dots! Your Roadmap for Success

Words to Live By – Six Ways to Breathe Life into Your Day

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#234
Virginia Beach, VA 23454
Phone:
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IN THIS ISSUE

Feature Article: Customer Service Secrets: Six Secrets of Outstanding Customer Satisfaction

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News: Ed Sykes Interviews Productivity Expert Brian Hill to Learn Secrets for More Success in Half the Time (Listen to the Interview)

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Feature Article:

Customer Service Secrets: Six Secrets of Outstanding Customer Satisfaction

When I was Vice President of Sales for a New York based computer services company, I walked by one of my salesperson’s desk when the phone began to ring and picked up the phone to answer the call. It was one call that tested my customer satisfaction skills.

It was a call from a Senior Vice President for Chase Manhattan Bank, N.A. She was not happy with the service our representative was giving her and said she was considering going to another vendor for her computer services. I let her talk as she vented her anger.

I reintroduced myself and let her know that I would personally appreciate her sharing her customer service concerns with me. I also let her know we valued her as a customer and wanted her business and that I would do whatever it took to make her happy with our company. She then let me know that someone better "make her happy" by the end of the day or we could forget about doing business again with Chase Manhattan Bank. I let her know I personally could see her in one hour, and she agreed to the meeting.