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Cutting edge communication. Episode 15, Enhancing service

Publisher: Melbourne, Victoria : Seven Dimensions, 2013.
Series: Business and education in video
Edition/Format:   eVideo : Clipart/images/graphics : English
Summary:
Service is integral to Cutting Edge; if a client is not happy, they can lose business. Marcus likens service to a gecko's suction capacity; once you get a client, you never let him/her go. Marcus introduces Barney Bradley who instructs everyone to close eyes and imagine a computer support frustration. He then asks them to imagine the joy one feels when great service is finally delivered. Sam explains the importance  Read more...
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Details

Genre/Form: Instructional films
Material Type: Clipart/images/graphics, Internet resource, Videorecording
Document Type: Internet Resource, Computer File, Visual material
OCLC Number: 890730101
Language Note: In English.
Notes: Title from resource description page (viewed Apr. 28, 2014).
Description: 1 online resource (9 min.).
Series Title: Business and education in video
Responsibility: by Eve Ash and Erin Browne.

Abstract:

Service is integral to Cutting Edge; if a client is not happy, they can lose business. Marcus likens service to a gecko's suction capacity; once you get a client, you never let him/her go. Marcus introduces Barney Bradley who instructs everyone to close eyes and imagine a computer support frustration. He then asks them to imagine the joy one feels when great service is finally delivered. Sam explains the importance of GECKO. Get it right first time - no mistakes. Efficiency - one can simultaneously field a call and acknowledge the presence of someone who needs service. Having a Can-do attitude is vital - the notion that a company "might" do something, conveys the impression it won't happen. A client who can count on you has a sense of confidence. Alex likes her customers to feel special; it is how they grow their customer base. Sherry loves Knowledge - finding out about her customers; the more she knows about them, the better the service she can give, whilst for Serena knowledge is part of preparedness. Outcomes is about finding an answer, setting a deadline and sticking to it. Steve's motto: turn a complaint into congratulations!

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