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Customer service article
Conference delegates were kept on their toes by Derek Arden
who provides consultancy to companies and organization on sales and negotiation skills.
Derek probed removals companies’ representatives on the methods they use to assess their services to customers. For Derek, first impressions are critical, particularly when attracting new business for removals.
Derek challenged delegates to consider their companies’ out-of-hours presence and contactability. He suggested they look at whether their websites make them stand out from the competition, and he also quizzed them on how they and their staff present themselves.
Based on his experience as President of the Professional Speaking Association of United Kingdom and Ireland, Derek stressed the importance of looking at people in the eyes, smiling and shaking hands.
Together with the delegates at this workshop, Derek prepared a list of “take aways” for ensuring excellent customer service. This included listening, having a good website/advertising, being accessible, keeping and where possible exceeding your promise, ensuring consistent delivery and punctuality, smiling and having a positive attitude, liking your job and caring about your customers, dealing with problems promptly and directly and being sincere with clients.

For more information, see www.derekarden.com. Derek’s book ‘Power Negotiating’ is published by Tiptree House.