Enhancing Service

Customer service is how you interact with your customers. Good customer service responds to customers' needs. No matter how good your product or how skilled your staff, customers are most likely to remember the interaction they have with your company. It's important to provide good customer service to all customers - new, existing and potential. In this amusing case study from the Cutting Edge team learn the GECKO approach to listen to customers, build rapport and demonstrate you care by being efficient, knowledgeable and a problem solver.

You will learn that good customer service requires a 'can-do' attitude and you have to be efficient and get it right. This ensures customer satisfaction and generates a positive word-of-mouth reputation for the company.

Don't assume or guess INSTEAD: Get it right first time;
Don't waste time INSTEAD: Be efficient;
Don't be rude or stop caring INSTEAD: Have a can do attitude;
Don't lose focus on the customer INSTEAD: Find answers and solve problems;