The Customer Service Acadamey (CSA) is a proven program. It has won three statewide awards, a national award as an economic development best practice, and is used as a model for the entire state of California for customer service training.
The entire program has 10 modules that cover all aspects of improving customer service. We will start with the basic Customer Service module.
The Redwood Empire SBDC, Town of Windsor and Windsor Chamber of Commerce are co-sponsoring this event.
Mark your calendars now for Oct. 7, 14, 21 and 28. Registration starts at 8:15 and the workshops begin promptly at 8:30 and run for 90 minutes. Coffee and light refreshments will be served.
Space is limited, so contact Diane Johnson at the Town offices (838-5308) now to reserve your space. Cost is $25 for the series.
Our next Biz Talk will be Tuesday, September 16. We will talk about holiday marketing ideas. Talk to your fellow business owners about their plans, get some last minute ideas, find a partner or two for some fusion marketing this year. This is your chance to get some last-minute ideas to push your sales over the top and end 2008 with a bang!
A study done at Texas A&M University by Dr. Leonard Berry and referenced in his book Delivering Quality Service: Balancing Customer Perceptions and Expectations found that customers evaluate service quality on the following five factors:
- Reliability: do you do what you say you will? Do you deliver on the promises made in your marketing materials?
- Assurance: are your customers confident you know what you are doing? Do customers feel they know your merchandise better than you do?
- Tangibles: physical attributes of your service are important to your customers. How well do you pay attention to the details. Anything a customer can see touch or smell contributes to customer service.
- Empathy: do you always demonstrate that you can put yourself int he customer’s place? Don’t treat them like numbers. Do you listen carefully to what they are saying and acknowledge their issues?
- Responsiveness: People value their time. They want things fast and they don’t like to wait.
Everyone can improve customer service. Come to our 4-part series in October to go into these 5 elements and many other facets of customer service. Details are coming soon . . . but reserve Tuesdays in October from 8:30 to 10 am on your calendar now!
