The TEA Master Key to Outrageously Successful Customer Service

If you have grown tired of hearing about the legendary service that organizations like Nordstrom’s and Ritz Carlton deliver, perhaps it is time to open a new door toward delivering high-level customer value through outrageously successful customer service? If so, you will enjoy Ed’s new, no holds barred, naming names approach, in learning from the real-life mistakes of others just might be what you've been looking for?

All customer service challenges emanate from three key areas:

Training
Ego
Attitude

The above elements, crucial to Rigsbee's TEA Master Key, are easy to understand yet frequently difficult to implement. Ed's program helps you to implement the delivery of high-level customer value through outrageously successful customer service. To help your customers to believe they are receiving the maximum value in doing business with you, you must focus on:

Training: Have you ever worked with a customer service person and they appeared not to have the necessary tools available to them to solve your problems or simply did not possess the know how? Employees must have more skills than simply running the cash register. The TEA Master Key will help your employees to have the same emotional ownership in the success of your organization as you do. This employee emotional ownership will translate into more sales and higher levels of customer loyalty.

Ego: Have you ever worked with someone that appeared to be a real jerk (customer & clerk)? They seemed intelligent enough to tell you just how wrong you were—again and again and again rather than take the time to solve your problem. Too frequently the reason one fires a customer is because of ego issues, as a customer service specialist, the TEA Master Key helps you to determine the long-term value of a particular customer before you make that knee-jerk bridge burning decision.

Attitude: Have you ever dealt with a person that was nothing but apathetic to the fact that you needed their help in dealing with your customer service issue? They just had no desire to do anything to help you solve your problem. When you, or your employees, display the attitude of apathy, your customers are left wondering why in the world they ever considered doing business with you. The attitude of distain will send them running. The attitude of servitude will drive both you and your employees into the ground and leave you feeling trampled. Taught in the TEA Master Key program, is the attitude of being in-service taught. This is the attitude that will help your customers to realize the value your organization delivers and urge customers to keep coming back for years to come.

In this program, Ed uses real-life customer service screw-ups from a number of industries as the conduit to teach the TEA Master Key to the all the people in your organization. He shares from his perspective what went wrong and suggests remedies that you can adapt and use instantly in your business. Delivering of high-level customer value, through outrageously successful customer service, is the responsibility of every person in your organization--nobody is exempt!

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Ed Rigsbee, CSP is the President of Rigsbee Research located in the Los Angeles, California metro area. He has also authored two additional books on alliance relationships: Developing Strategic Alliances and The Art of Partnering. His articles are frequently published in business magazines worldwide. He travels internationally sharing his insight on alliance relationships through his consulting and keynote presentations.