Track Training Tips No. 44
When Times are Tough – Focus on Delivering Great Customer Service
A quote from Colleen Barrett, President of SouthWest Airlines in the USA: “We are not an airline with great customer service, we are a great customer service organisation who just happens to be in the airline business.” 
What a great way to position your business. What a great message to send out to all employees at all levels. If only banks, website support, opticians etc etc understood the message. 
As a business owner why is this message important for you?
1. In an economic downturn, every penny is ‘hard earned’ – so when people spend it they want greater appreciation for the fact that they have spent it with YOU.
2. Maximum value for money is extra important – if you can’t give me more product, give me more service.
3. Reassure your customers that they ‘have done the right thing’. 
4. On the odd occasion when things do go wrong – react quickly, fix it, massage the self esteem (which may already be at a low ebb if you have just been made redundant).
5. Enhance the customers shopping experience. I went to a small hotel in Much Wenlock on Sunday with my wife – great service from everyone, we will go back. Recently change mobile phone packages from a well known colourful brand – disastrous! 
6. Positive word of mouth is a very strong (free) marketing tool. The opposite is of course also true – especially at the moment when customers will want to share their experiences.
7. Because you don’t have a unique product – the quality of the customer service is vital to long term success.
8. Give your staff the freedom to go the extra mile for your customers.
Links to workshops:
Customer Service Skills
Professional Selling Skills
For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website  
‘Training Solutions that Guarantee Results’
Business Development Opportunity:
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If you’re an ambitious business, you’re in a race for growth. You’re already good but you want to be bigger and even better.
GrowthAccelerator will help you seize new business opportunities, open doors to the right funding and match you with expert business coaches close to you and within your sector.  We’ll also suggest ways to boost your innovation, develop your products and grow your markets. 
You will also be able to access £2000.00 per senior person to help with funding Learning and Development.
Are you eligible?
You need to be a business registered in England with fewer than 250 employees and a turnover of less than approximately £40m. Just as importantly, you should have the potential for rapid, sustained growth and want to double or better within three years. 
To find out more visit and contact Dave Chesters on 0175 823583.

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