Transcript Main Presentation

Customer Service
V.A.S.
By: Martin D. Jocz CR, CMR
Why should we have quality in service?
• Service industries face a special challenge: Meeting
customer needs while remaining economically
competitive.
• While automated processes can make an impact, service
industries are still labor-intensive and there can be no
substitute for high-quality personal interaction between
service employees and customers.
• Competitive advantage rests with those organizations that
successfully provide customer value through the most
efficient use of technology and people.
Companies should attempt to:
• Understand and improve operational
processes
• Identify problems quickly and
systematically
• Establish valid and reliable service
performance measures
• Measure customer satisfaction and other
performance outcomes
• Why is customer service important to you?
• What is your “Philosophy”?
– In deference to Zig Ziglar … Is it a “sometimes
thing or and ALL the time thing”…
• Where do you see yourself and your
company with relation to how you provide
service your customers?
• What does it mean to “create a company
culture”?
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Attitude(s)
Approach
Visibility
Integrity
Orientation
• Company overview
• History of the Company
• Overview of the nature of work
• Capabilities
• Territory
• Relationship to >>>>>>..????
• Company philosophy (V. A. S.)
• Customer relations
• Company vision for the future
• Company culture
• What is Customer Service?
– Stock it and they will buy it
– Customer Service Rep!
– Just in Time!
– V.A.S. Concept
• What are you selling ???????????
Attention to detail(s)
Hand holding
Comfort
The ability to focus on “normal”
daily activities.
Personal
Business
• What makes your company profitable?
– Equipment?
– New Trucks?
– A new building?
People make you profitable!
• What is your MAIN product?
– Water mitigation/Mold
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The newest extraction equipment?
Axial Airmovers
The latest drying technique?
Infrared
– Fire Damage
– Contents and pack-outs
• ( POI)
• Your MAIN product is:
Customer
Cheerleaders
• How do you create customer cheerleaders ?
– Phone presence
– Introduction
– Identifying the issues
• Moments of truth
– Positive
– Negative
Emotional “Bank Accounts”
How do we constantly create customer cheerleaders?
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Positive attitudes
Referrals
Training
Approaches to our jobs
– Presentation
– Clean up
• What happens when we have a positive
approach coupled with systems and
procedures?
– Makes everyone’s jobs easier
– More fun to be at work
– Jobs are finished faster and with less hassle and
fewer problems
– Fewer callbacks
How much is a Customer Cheerleader worth?
“Rules of the Game”
Consistency and Repetition
• McDonald’s
• Walmart
• Tim Horton’s
• Applebee’s
• Zen ( no, NOT the Phil Jackson type of Zen ‘Master’)
What do you need to know to get started with
Customer Service … or better yet …..
Value
Added
Services
– Language
• What are customer Cheerleaders?
• What are customer eyeglasses
• Moments of truth?
• A customer cheerleader is someone who goes out
of their way to say good things about your
company.
• Customer eyeglasses …ask yourself how the
customer would view this.
• Moments of truth can occur anytime that someone
comes in contact with you or your company and
forms and opinion either consciously, or
subconsciously.
VAS = 3 A’s
Attitude
* Upbeat
* Positive
Appearance
* Clean
* Uniforms
Actions
* Smile!
•
Service circles
–
•
EACH individual activity in the company in
which the customers experience is managed.
Service Systems
–
A system that connects each service circle and
creates a seamless handoff between each
circle.
Handoffs – The system for handing off a
customer from one circle to another.
• What about Internal and External
companies?
– Internal – for the company, employee’s and/or the
owner
– External – we organize our systems and procedures
around the customer
• We have active systems and procedures designed to
help the customer through our processes as
effortlessly as possible
• When in doubt… ask this question…
– What do we need to do to exceed their expectations?
• TRANSFORMATIONAL CONCEPTS
SUMMARY
• Transformational concept #1 - A cheerleader is
created when you dramatically exceed their
baseline expectations.
• Transformational concept #2 - Create a
cheerleader and everything else takes care of
itself!
• Transformational concept #3 - A Moment of truth
is anytime that a customer comes into contact with
our company and forms an opinion, either
consciously or unconsciously.
• Transformational concept #4 - 80/20 Rule – Over eighty
percent of how a person judges the quality of the service
that they receive is based on the person doing the work.
Twenty percent is based on the work that is completed.
• Transformational concept #5 - Moments of truth are
cumulative. You have a bank account of moments of truth.
You will have unexpected withdrawals. It takes twelve
positive moments of truth to counter each negative moment
of truth!
• Transformational concept #6 – We will be recognized for
our service delivery when we start to perfect the delivery of
the benefits of our service rather than on delivering a
restored home!
• Five (5) steps to V.A.S.
– Make is easier for employee’s to “do it right” rather
than wrong.
– Attract, select, hire and KEEP only the VERY BEST
quality individuals.
– Tell your employee’s what your expectations are and…
train them on how to do their job.
– Let your workers know how they are doing on a regular
and formal basis.
– IF an employee stubbornly refuses to “play nice in the
sand-box”, de-hire them.
• Create Cultural buy-in:
• RESPECT
• Become leaders
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Be servants to YOUR personnel
Buy in from your people
Measure your people
If there is an issue, accept responsibility, resolve the
issue and MOVE ON!
– How can YOU help your people reach THEIR
GOALS?
– Set your goals
– Don’t forget to say GOOD JOB!
Remember…
The Customer is always watching
Always ask yourselves this question:
HOW would the customer view this ?
THANKS for being an
EXCEPTIONAL audience!
Martin D. Jocz, CR, CMR
• Contact: [email protected]
541 – 225 – 7450
Trade show booth
• Thanks and credit to:
– Jon Don and Steve Toburen for V.A. S. and
Strategies for Success
– Moments of truth by Jan Carlson
– Top Grading by Brad and Geoff Smart
– Cleaning and Restoration Magazine
– Good to Great by Jim Collins
– MY V.A.S. mentor - - Phil Rosebrook Jr.