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When Customers Engage..Is Your Team Ready

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Improved Performance Solutions
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IMPROVED PERFORMANCE SOLUTIONS When Your Customers Engage Is Your Team Ready? Cop yright 2010 Improved Performance Solutions
Goals for Session ,[object Object],[object Object],[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
What Business are You in? Copyright 2010 Improved Performance Solutions
What Business are You in? ,[object Object],Copyright 2010 Improved Performance Solutions
Glenn’s Rule #1 ,[object Object],Copyright 2010 Improved Performance Solutions
What is Excellent Customer Service? Copyright 2010 Improved Performance Solutions
Excellent Customer Service ,[object Object],[object Object],Copyright 2010 Improved Performance Solutions
After having a poor customer experience *…. ,[object Object],[object Object],[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions *2009 Accenture Customer Service Report
How to Begin? ,[object Object],[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Where to look? ,[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Copyright 2010 Improved Performance Solutions Service BDC/Internet F & I Operations Management Reception Sales Dealership
Copyright 2010 Improved Performance Solutions Dealership Email Face to Face Phone Advertising & Web Product Customer
Assess what is currently happening ,[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
What to implement ,[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Glenn’s Rule #2 ,[object Object],Copyright 2010 Improved Performance Solutions
How to create change ,[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
How to Train your staff ,[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
5 Step Coaching Process ,[object Object],[object Object],[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Tips for Effective Coaching ,[object Object],[object Object],[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Steps for Excellent Customer Service Copyright 2010 Improved Performance Solutions
Listen to your customers to understand their needs ,[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Get the information the First time ,[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Tell them what you CAN do, not what you CAN’T do Copyright 2010 Improved Performance Solutions
Deliver what you say ,[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Your #1 Job: Be of Service ,[object Object],Copyright 2010 Improved Performance Solutions
Go the Extra Mile ,[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Things you may not realize your doing ,[object Object],[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Copyright 2010 Improved Performance Solutions Dealership Email Face to Face Phone Advertising & Web Product Customer
Steps for Excellent Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions
Glenn’s Rule #3 ,[object Object],Copyright 2010 Improved Performance Solutions
Q & A Copyright 2010 Improved Performance Solutions
Thank You for Your Time ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright 2010 Improved Performance Solutions

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When Customers Engage..Is Your Team Ready

  • 1. IMPROVED PERFORMANCE SOLUTIONS When Your Customers Engage Is Your Team Ready? Cop yright 2010 Improved Performance Solutions
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  • 3. What Business are You in? Copyright 2010 Improved Performance Solutions
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  • 6. What is Excellent Customer Service? Copyright 2010 Improved Performance Solutions
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  • 11. Copyright 2010 Improved Performance Solutions Service BDC/Internet F & I Operations Management Reception Sales Dealership
  • 12. Copyright 2010 Improved Performance Solutions Dealership Email Face to Face Phone Advertising & Web Product Customer
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  • 20. Steps for Excellent Customer Service Copyright 2010 Improved Performance Solutions
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  • 23. Tell them what you CAN do, not what you CAN’T do Copyright 2010 Improved Performance Solutions
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  • 28. Copyright 2010 Improved Performance Solutions Dealership Email Face to Face Phone Advertising & Web Product Customer
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  • 31. Q & A Copyright 2010 Improved Performance Solutions
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