Customer Service Excellence

"I listen and I forget, I see and remember, I experience and I understand" - a Chinese proverb

l.  Definition of a business

 . An entity that creates customer

.  An entity that creates value for customer

2.  Three Cs affecting a business

.     COMPANY

.     COMPETITION

.     CUSTOMER 

3.   GOLDEN RULES OF CUSTOMER SERVICE

       The customer is the boss;

        The customer is the king

        The customer is divine (kami-sama in Japan)

4    About the customer being right or wrong

      Rule No. l.  The customer is right

      Rule No. 2.  If the customer is wrong, remember rule No. 1. 

5.  Bad customer service video.

Rude Chinese vendors; even fighting tourists; what to avoid.



CUSTOMER SERVICE EXCELLENCE TRAINING



AMAZING JAPANESE CUSTOMER SERVICE





EXCEEDING CUSTOMER EXPECTATIONS