(44 minutes) Paul du Toit – 2009
The value of outstanding client service in business can not be over emphasized. Whilst a “New Business” approach is the key to growth, in order to pay dividends this focus needs to be balanced with taking care of the customers who paid last month’s bills. By focusing on new business while neglecting existing clients, companies are in effect “filling the tub with water while it’s unplugged.” Paul shows us how the organisations with a customer service culture will prevail, whilst their competitors focusing on new sales, price and bottom line short term profit are likely to experience a diminishing tenure.
He shares seven critical elements of customer service, the importance of effective internal and external communication, and the immense value of the human factor in business.
Congruence Publishing www.pauldutoit.net