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Maintaining Superior Customer
Service During Periods of Peak Demand
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 Under normal
demand periods, customers complain about the way they are
treated. They report that service staff are so busy they
don't take time to look at the customers. According to a
1997 customer survey, 90% of customers feel they pay
enough to receive the highest level of service, yet 64%
say the service representatives they deal with do not
care about their needs.
If this is
the norm, what happens when companies face high volume
traffic? The reality, unfortunately, is that staff are
unprepared and, regrettably, managers and supervisors are
equally unprepared to meet this demand. Yet, if this peak
demand period is deliberately planned for and correctly
managed, companies have a golden opportunity to win over
customers by showing their best service.
TMI, world
famous for its customer service courses, Putting People
First and A Complaint Is a Gift,
has been requested by several of our customers to
specifically address this critical time in customer
relations.
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In this customized TMI
program you will:
 Learn 13
concrete strategies that can be immediately implemented
to prepare you for the peak demand period you currently
face or will soon face.
Receive
easy-to-use checklists giving you an early warning
detection system to prevent customer and staff chaos--and
customer and staff defections.
Learn the
most effective approaches to complaint handling.
Gain
greater awareness of the emotional component of customer
service and specifically of complaint handling.
See
frontline staff on video (specifically taped for this
program) openly discussing the effects of being prepared
and supported by their managers or not being prepared and
supported by their managers for a peak demand period.
Have an
opportunity to talk with colleagues from other
organizations and share ideas for coping with peak demand
periods.
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Everyone who attends
the "Peak Demand" Symposium will receive:
Check list
of 13 strategies to maintain superior customer service
during periods of peak demand.
8-Point
Early Warning Detection System to monitor customer
service levels during peak demand periods.
Autographed copy of Janelle Barlow's and Claus Moller's A
Complaint Is a Gift, Using Customer Feedback as a
Strategic Tool (Publisher, Berrett-Koehler,
1996).
Video demo
(15 minutes) of A Complaint Is a Gift
seminar, illustrating the key points of complaint
handling.
A
Complaint Is a Gift laminated formula card for handy
reference.
Prereleased copy of Janelle Barlow's and Dianna Maul's
article on "Maintaining Superior Customer Service
During Periods of Peak Demand," in Ron Zemke and
John Woods, Best Practices in Customer Service (HRD
Press, March, 1998).
Summary of
"Peak Demand" Research
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