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Customer Service Training Manual

1 Customer Service Training Manual 2 Introduction to Customer Service OUR CUSTOMERS There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the Customer ! The Customer is the person who pays everyone s salary and who decides whether a business is going to succeed or fail. In fact, the Customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind pleasing the Customer . Credo from Sam Walton the owner and CEO of Walmart an international chain of department stores and the most successful company in retailing in the world.

The professional qualities of customer service to be emphasized always relate to what the customer wants. After years of polling and market research, it turns out customers are constantly internalizing their customer service experience. What this means is they are grading your customer service during each transaction but you rarely know it.

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