22 Principles to Reinvent Your Business in 2005

(PRWEB) January 7, 2005

Author and corporate trainer Ron Morris teaches these principles to companies across North America. Like charity, great Customer Service begins at home. Ron teaches corporate leaders how to hire the right people, with the right talents, for the right jobs, and reap the benefits of a committed, loyal staff. Ron’s book The Power of Wow, Customer Service offers a wealth of knowledge on how to establish Customer Service Success Formulas, build customer loyalty, Meet and Exceed Customer Expectations and more.

Top Principles:

1) Customer Service isn't brain surgery; you should hire for attitude, and train for skill

2) The key to success in all aspects of Customer Service is to under promise, and over deliver

3) Lead by example; live the results you want to see from your people

4) View training as an investment, not an expense. I often hear 'What if I train them and they leave?" A better question would be "What if you don't train them and they stay?"

5) Content, loyal and engaged employees lead to content, loyal and engaged customers. Start your Customer Service program on the inside, and work out.

6) Forget the Golden Rule; rather, treat people as they would like to be treated.

7) Seek input from your front line people; you will design and deliver the right program.

8) Fire customers that don't fit with your company's values, mission, and or morals.

9) The right process will yield the right result; identify your customers' needs, develop standards around those needs, and deliver consistently. That is the cornerstone of any successful Customer Service program.

10) Resolving customer complaints doesn't build loyalty; revolving customer complaints rapidly does.

Studies have shown that it costs between four and seven times more money, effort and energy to attract a new customer than to retain an existing one. Why is it, then, that so many companies pour thousands upon thousands of dollars into ad campaigns aimed at attracting new customers, while losing them at the other end through pour customer service, pour quality control, lack of consistency in standards and other major weaknesses. Wouldn’t it make more sense to spend more money time, and energy on our existing customers?

Standards are the road map for building customer loyalty, says trainer, Ron Morris of the book The Power of WOW, Customer Service. From FedEx to Marriott Hotels, from Dell Computers to Nordstrom’s, the great customer service providers all have one thing in common: ambitious yet attainable standards on how they treat their customers. Says Morris, “The key to consistency is that your standards are measurable.”

To learn ten more tips Interview Ron Morris

Ron Morris has been involved in the training industry in Saskatchewan since 1996. He launched Ron Morris Seminars that year, and expanded from a Speaker’s Bureau to a full-fledged training company in 1997. Ron travels across North America teaching principles from his book: The Power of Wow Customer Service. In 1999 he co-founded People Performance Consulting, a Calgary based training organization, splitting his time between Alberta and Saskatchewan.

Ron Morris is one of eleven professional members of the Canadian Association of Professional Speakers (CAPS). His first book, ‘Power of WOW! Customer Service’ is now available at Amazon.com, Borders and other major bookstores or at http://www.ronmorrisseminars.com/

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