Chapter 6 - Customer Service

Summary

1. Be confident that placing the customer ahead of profits will result in greater profitability.
2. Customer service starts at the top of every organization with management's commitment to providing total customer satisfaction.
3. The right staff, with the right skills and the right support, are needed to provide excellent front line service.
4. Learn to listen to your customers to understand what they want, don't want and, most importantly, what they think of your store.
5. Continually measure your service results.