April 16, 2009Welcome to the latest edition of The Centurion What Jewelers Really Think Newsletter. In this edition you will glean excellent insights into Customer Service via the educational expertise of Terry Chandler, of Diamond Council of America. Please enjoy the reading and feel free to comment by clicking on the comments link below the article...
Customer Service Roundtable Discussions
Terry Chandler, Diamond Council of America
Customer service is a central focus for Centurion retailers – so much so that three days were dedicated to it at the popular “Meet the Expert” roundtable discussions at Centurion this year.
Terry Chandler, president and CEO of the Diamond Council of America, lead the discussions.
A primary benefit of these roundtable discussions is the sharing of experiences between Centurion retailers from around the country. Attendees compared successes and failures with regard to customer service issues. They analyzed what worked and why – and what didn’t work and the results.
“The groups focused on all aspects of the service arena, including their definition of quality service,” said Chandler. “They talked about employee empowerment to solve issues immediately and the dynamic of serving customers armed with much more information about the industry’s products than ever before.”
Roundtable attendees also discussed how sales associates can create and maintain customer service at effective levels, how to address a belligerent and unreasonable customer, whether the retailer has ever “fired” a customer, drawbacks of arguing with a customer, the true cost of poor customer service, the rewards of quality customer service, customer service and the derailed “be back” train and service as the final differential for the independent jeweler.
“I think the participants were able to walk away from our conversations about customer service with the understanding that quality service and taking care of their existing customers is vital in the current environment more than ever,” added Chandler.
To download Terry Chandler's informative Customer Service Handout, please click here or copy and paste this link into your browser address window:
http://www.h2consult.com/MTE-ChandlerHandout.pdf
Attendees also left with a list of “Must Visit” websites from the Diamond Council of America:
1) http://www.tompeters.com/ Tom Peters
2) http://www.marcusbuckingham.com/ Marcus Buckingham
3) http://www.hellomynameisscott.com/ Scott: The Name Tag Guy
4) http://www.brandedservice.com/ Branded Service Newsletter
5) http://www.gitomer.com/ Jeffrey Gitomer
6) http://www.sethgodin.com/ Seth Godin
7) http://www.davidmeermanscott.com/ David Meerman Scott
8) www.ex-sell-ence.com/articles Shane Decker
Customer Service Roundtable Discussions
Terry Chandler, Diamond Council of America
Customer service is a central focus for Centurion retailers – so much so that three days were dedicated to it at the popular “Meet the Expert” roundtable discussions at Centurion this year.
Terry Chandler, president and CEO of the Diamond Council of America, lead the discussions.
A primary benefit of these roundtable discussions is the sharing of experiences between Centurion retailers from around the country. Attendees compared successes and failures with regard to customer service issues. They analyzed what worked and why – and what didn’t work and the results.“The groups focused on all aspects of the service arena, including their definition of quality service,” said Chandler. “They talked about employee empowerment to solve issues immediately and the dynamic of serving customers armed with much more information about the industry’s products than ever before.”
Roundtable attendees also discussed how sales associates can create and maintain customer service at effective levels, how to address a belligerent and unreasonable customer, whether the retailer has ever “fired” a customer, drawbacks of arguing with a customer, the true cost of poor customer service, the rewards of quality customer service, customer service and the derailed “be back” train and service as the final differential for the independent jeweler.
“I think the participants were able to walk away from our conversations about customer service with the understanding that quality service and taking care of their existing customers is vital in the current environment more than ever,” added Chandler.
To download Terry Chandler's informative Customer Service Handout, please click here or copy and paste this link into your browser address window:
http://www.h2consult.com/MTE-ChandlerHandout.pdf
Attendees also left with a list of “Must Visit” websites from the Diamond Council of America:
1) http://www.tompeters.com/ Tom Peters
2) http://www.marcusbuckingham.com/ Marcus Buckingham
3) http://www.hellomynameisscott.com/ Scott: The Name Tag Guy
4) http://www.brandedservice.com/ Branded Service Newsletter
5) http://www.gitomer.com/ Jeffrey Gitomer
6) http://www.sethgodin.com/ Seth Godin
7) http://www.davidmeermanscott.com/ David Meerman Scott
8) www.ex-sell-ence.com/articles Shane Decker
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