Text Box: Would You Do Business With You? Part II Text Box: In this session we will explore the five factor questions and develop a service skills check list under each …. 5 Factors of service excellence: Know your customers’ expectations. Is there a gap between what the customer expects and what the customer perceives he/she is receiving? If so, the result is a negative customer experience Are You Reliable? The ability to provide what was promised, dependably and accurately. Do you assure Competence, Confidence & Trust to the customer? The knowledge and courtesy you show your customer and your ability to convey trust, competence, and confidence. Are You Responsive? The willingness to provide prompt service, help, /follow up/follow through Do you show empathy? The degree of caring and individualized attention you show the customer. Tangible Measurements of How it looks, feels, sounds? The appearance of physical facilities and equipment, how employees look, and appearance and ease of use of communication materials What does a positive service attitude look like? ©2003 Strive Training Text Box: What if You were your customer? What Service skills do your customers expect? Applying the key content from part I, and asking the question “Would you do business with you?, we will apply the principles of internal/external customers, process and outcome, perceptions, and vision of wow to the 5 key factors customers have in their expectations of your service. In part II, we will identify service skills needed to meet customer’s expectations in each of the five factors and apply those skills in your business or organization. We will apply service skills under each factor to use in the daily business of building a service culture of excellent service. If you had a choice to be your own customer, would you? Or, might your service turn you away? We challenge you with the question, Would You Do Business With You?

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