Transcript Motivating Employees and Creating Self

Customer Service Excellence
Frank Besednjak
The Training Source, Inc.
I want to take a moment to
thank God for giving me the
ability to help others
The Training Source, Inc.
Great Ideas for Great People!
 Memberships:
Frankly Speaking
 Scattered throughout
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the presentation
Pay attention
Ask questions
You may actually learn
something and have fun
doing it
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course survey
Have Fun!
Life doesn’t have to suck
'The difference between
genius and stupidity is that
genius has its limits.'
-- Albert Einstein
The Training Source, Inc.
www.training4contractors.com
www.hvactraining.com
Let’s look at Electrical Safety
 lockout.ppt
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Something to ponder
 ..\..\Desktop\High Performance\11 did you
know.wmv
Let’s Begin. . . Objectives
 Acknowledge and believe that performance
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excellence is a top priority
Identify behaviors that need to be replicated
Create and identify routines that drive customer
service excellence
Believe and promote the fact that you must
provide legendary service
Understand the fundamentals of success in
customer service
Keep loyal customers satisfied
What are your top objectives as
an employee of the company?
1.Generate a profit
2.Providing high quality products and
services
3.Protect the interests of the company
4.Gain customer loyalty
Two Main Principles of Success
1. Loyal Customers + Loyal, Productive
Employees = Company Success
2. That which gets measured improves.
But, that which gets measured
continuously, improves exponentially.
So, why is this important to
me??
The Training Source, Inc.
www.training4contractors.com
www.hvactraining.com
Principles of Success
• Loyal, happy customers = no complaints and
increased business
• No complaints and increased business =
happy management
• Happy management = happy employees
• Happy employees drive great customer
experiences
• Great customer experiences = loyal happy
customers
What do you consider a loyal
customer?
 They will only call you, no matter what
 They consider you more than a business
associate, you have a relationship
 They want you to do well and succeed
 They will always recommend you
 In fact some of them may be considered
fans
Imagine a customer that is so
pleased and overwhelmed with
your service and the experience
they had, that they become a
hard-core fan
The Training Source, Inc.
www.training4contractors.com
www.hvactraining.com
Keep Them Happy
 Customer retention is important
 It costs 7-10 times more to acquire a new
customer than to keep an existing one
 Delivering excellence and measuring your
quality is no longer optional
 The best businesses do it and customers
expect it
 Execution is paramount
 Customers demand near-perfect execution
Customer Satisfaction Formulas
 Level of Customer Satisfaction = What a
customer perceives they really get, minus
what a customer expected to get
The Training Source, Inc.
www.training4contractors.com
www.hvactraining.com
Customer Satisfaction Formulas
 Customer Sacrifice = What a customer
wants minus what a customer settles for
Customer Satisfaction Formulas
 Customer Experience Management =
What a company delivers vs. what a
company has promised
Let’s talk about value . . .
Let
And how customers
perceive it
Japanese Kobe A5 6
ounce filet -
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$190
Appetizer - $32
Baked potato - $19
Small Salad - $14
Wine - $20
 TOTAL Bill = $275
What is Kobe beef?
Kobe beef is a truly high-end luxury. Cuts of this meat are upwards of $100
bucks a pop, much of this cost due to the slow, organic manner in which the
cattle are raised. Kobe beef comes only from a Japanese black-haired breed
called Wagyu cattle ("wa-" means "Japanese," and "gyu" means "cattle." Kobe
is so highly marbled that the fat seems almost as prominent as the lean.
However, this is the "good," unsaturated fat, and well worth the occasional
indulgence.
What makes it so special?
Kobe beef, or the Wagyu cattle, are fed organic grains, Japanese beer, and
even sake mash. Some Japanese farmers reportedly even brush sake on their
cattle's coats, in the belief that this will soften their skin and improve the
quality of the meat. While this concept may be debatable at best, it illustrates
the care and respect given to the cattle as they are being raised.
How does Kobe beef taste?
When it's cooked right, a filet mignon of Kobe beef is utterly transcendent.
Juicy, buttery, with a melt-in-your-mouth quality that puts even prime rib to
shame, Kobe beef epitomizes luxury food. You shouldn't even need to use a
steak knife; it's that tender. There is a subtle sweetness to Kobe beef that
makes even sirloin burgers perfect without ketchup.
What is it that drives people to
spend more money on some things
versus other things?
Abraham Maslow's
hierarchy of needs
Frankly Speaking
 Customers expect near
perfect execution
 The more it costs the
more near perfect the
experience should be
 People want to feel good
about the value of the
experience
 Make it legendary
What Makes Legendary Service?
• Personal Attention
• Introduction and names
• Communicating professionally and
explain what you are doing
• Respect and appreciation
• Looking and acting as a professional
• Practice makes perfect
The Training Source, Inc.
www.training4contractors.com
www.hvactraining.com
TEAMWORK
How many customers have you
met that complain for absolutely no
reason at all?
Top 6 Reasons Why Companies
Lose Customers
(Based on a Study by The American Society for Quality Control)
# 6 - They Die (1%)
# 5 - They Moved (3%)
# 4 - Influenced By Friends (5%)
# 3 - Lured By Competition (9%)
# 2 - Dissatisfied With Product or
Service (14%)
Number One Reason Why
Companies Lose Customers
68%
Say they were turned
away by the attitude
displayed on the part
of a company
employee
Alfred B. Sloan, Former Chairman of
General Motors once said:
“The quickest way to profits is to
serve the customer in the way the
customer wants to be served.”
It isn’t always about money
In fact it may be something
very simple that makes all
the difference
Decision Analysts, Inc. 2006
The Customer Experience
You’re the one who makes it
happen
Frankly Speaking
 Franks 10
Rules on
Keeping
Customers
Loyal
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 1. Never let
personal needs,
self-pride or
prejudices get in
the way of doing
what is right
for the customer
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2. Appreciate
the customers’
business – and
tell them through
your work, your
attitude and
communication
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4. Support your
products, your
team members,
your company
and your
industry
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5. Always look for
ways to make it
easier and more
pleasant to do
business with you
(be compared to a five
star restaurant)
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6. Listen to
your
customers,
get the
details right
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7. Script out and
practice what you
are going to say
and how you are
going to do it
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8. You
don’t know
everything
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9. Remember,
nobody is
perfect.
Sometimes
people screw up
Frankly Speaking
10. Don’t ever
be afraid of
saying “I’m
sorry”, even if
it isn’t your
fault
Zig Ziglar once said . . .
“You can get everything you
want, if you help others get
everything they want”
“There is only one boss. The customer,
and he can fire everybody in the
company from the chairman on down,
simply by spending his money
someplace else. . . Sam Walton
Become Legendary
 Decide today what you want people to say
when they see you, or hear your name.
 You will be known through your actions
and your words
 Be somebody that others want to be like
 Be Legendary
The Training Source, Inc.
www.training4contractors.com
www.hvactraining.com
Be Legendary