Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert.

Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken shares a tip on the top 10 qualities that define outstanding service.

They may confirm that what you are already doing is right. Technical Assistance Research Program (T.A.R.P.) says the winners in outstanding service are always...
1. Reliable – Your service right the first time, you honor your promises, the billing is accurate, you’re on-time.
2. Responsive – You pay attention to detail, you call customers back quickly, you provide prompt service, you eliminate the "pass around" phenomenon.
3. Competent – You know who to contact, who is in charge of what, you understand all aspects of your role.
4. Accessible – You’re easy to access by phone, the wait time is minimal, you offer convenient hours, and you make all of your contact information very easy to find.
5. Courteous – You’re Polite, respectful, considerate, friendly, and clean
6. Good at communication – You and your team can explain services, costs, time assurances, and problem solving.
7. Credible – You’re trustworthy, believable, honest, and have a good reputation.
8. Secure – You offer no risk or doubt, your location is physically safe, and you keep all information confidential.
9. Aware – Be aware of what your customer wants: price, quality, service, and appreciation.
And Finally
10. Tangible – You have a physical facility, proper tools, equipment upkeep, and representation of service. (END LIST)
Are you doing these? The customers' definition of quality is defined as meeting or exceeding their expectations in all of these areas!

For information about customer service training go to http://www.TheCustomerFocus.com.

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This video will answer:
Do I have outstanding service?
What areas of my service should I focus on?
How do I improve my customer's experience?
What qualities are needed for a successful business?

ShepTV is another Shepard Presentation (www.ShepTV.com)