Bill Lampton, Customer Service Speakers

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BILL LAMPTON

CHAMPIONSHIP CUSTOMER CARE

Strike “Customer Service” from your vocabulary. That phrase has earned a bad reputation. Reminds us more of “Customer Disservice,” and we remember hearing: “What was your name again?” “When did you want that by?” “Sorry, that’s our policy.”

Customer Care acts on the premise that customers really count. Their complaints deserve to be heard. They should get top quality when they spend top dollar. Products and services we sell them should work. We perform what we advertise.

And note this: Years ago an unhappy customer might tell two dozen friends. Now unhappy clients take to the Internet. . .and tell 20,000,000 readers about their distress.

So Bill Lampton provides guidelines that help organizations reshape their customer relations.

As a result of this speech, people in your group will:

Dare to care

Avoid the 10 statements that offend customers the most

Use the 7 magic statements that make customers feel like family

Defuse explosive situations before they fully ignite

Practice empowerment (you have to play without asking the coach)

Keep current customers, and gain new ones with your improved reputation

"Your insight into the areas of customer care was most welcomed and I am sure each employee in attendance was able to learn something that will promote a commitment to customer service."

Vince Dooley, Athletic Director
University of Georgia

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