Creating a Customer Focused Service Culture
Customer service works by the rule of 10s. If it costs you $10,000 to get a new customer, it takes only 10 seconds to lose one, and 10 years to get over it or for the problem to be resolved. So you need to work to 10 times as hard as competitors to keep your customers.
Most people would agree that excellent customer service is a prerequisite for loyal customers and solid profits. But while the topic is hot, too many companies only pay lip service to customer service and customer satisfaction. Few have actually implemented policies or training programs that meet, let alone exceed, the needs and wants of their customers.
Customer Focused Service provides a high level overview of customer service and many practical tips to help you unleash the magic of customer focused service.
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I would like to thank you on behalf of the Lexus Division of Toyota Canada and all the Lexus Dealer Sales Managers for your information presentation. The comments received from the Sales Managers were extremely positive.
Dan Borg, Sales Manager, Lexus Canada