The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.

1. Achieving Excellence Through Customer Service 9 th and 10 th November, 2007 Crown Berger Limited P O BOX 78188 - 00507 Nairobi, Kenya Presented by: Tips Management Services Limited P O Box 78049 – 00507, Nairobi Phone: 2089431/343357 Fax: 343357 Email: tipsco@wananchi.com Website: www.tipsmanagement.com John Tschohl

9. DEFINING SERVICE QUALITY CULTURE

13. Lee Scott President & CEO, Wal-Mart “ We must provide the level of service our customers expect and deserve.”

14. CREATING QUALITY SERVICE CULTURE IN AN ORGANISATION

21. REDEFINING THE CUSTOMER IN COMPETITIVE BUSINESS ENVIRONMENT

23. Who is a customer?

29. HOW TO BE SUCCESSFUL IN OFFERING QUALITY SERVICE

36. THE ART OF SATISFYING AND CREATING DELIGHTED CUSTOMERS

41. HOW TO HANDLE SPECIAL PROBLEMS, CONCERNS, AND COMPLAINTS

55. Implementing a complaint – Handling Process

58. Resolving Propose and agree on a solution that is acceptable to the customer Action To Take Stage Three