Transcript Customer Service - Test Page for Apache Installation

M.J.D. Customer Service Consultants
Owned by
Matt Bandoni
Customer Service
Objectives
 Practice
and learn to handle
difficult objections
 Shorten the customer cycle for
first time callers
 Gain valuable insights into client
concerns and relationships
Objectives
Learn to be proactive rather than
reactive
 Learn to show empathy
 Gain agreement from unhappy clients
Work as a team when dealing with
customer concerns

Agenda

Introduction
 Program objectives/agenda review
 What is customer service?
– Implementing a fully integrated customer service system

Keeping your customers satisfied
 Customer service versus football
Agenda Cont….
Teamwork in a customer’s world
 Developing and setting high standards
 Positive and negative customer experiences
 Customer expectations

Why Is Customer Service So
Crucial?
Today’s customers are highly intelligent and
have extremely high expectations
 Many products all stores can get, service
levels are what separate great organizations
from the competitors

How Does the Company
Benefit?

Employees that are better equipped to
handle customer service have less turnover
and higher job satisfaction
Define Quality?

a.
b.

qual·i·ty (kw l -t ) KEY
An inherent or distinguishing
characteristic; a property.
A personal trait, especially a character
trait: "The most vital quality a soldier can
possess is self-confidence" (George S.
Patton).
Everyone will have their own definition
How Do Some Companies
Solve This Problem

Invest tens of thousands of dollars to study
the problem, when we already know what
needs to be done
 Practice apathy and ignore all problems
 Continue to lose more business daily
What Should M.J.B.
Consultants Do About This?

We need to take action to help improve the
quality of service that you deliver
What Happens When There Is a Gap
Between What the Customer Expects,
and What They Receive


A study conducted by BenchmarkPortal found:
96% of unsatisfied customers do not
directly complain
 90% will not return to the establishment
 1 unhappy customer can tell 10 more
 13% will tell at least 20 people
What Is Customer Service?

Research, sales, marketing and public
relations applied at the most basic level.
 The basis for one-to-one customer
relationship building.
 An avenue for future and current
profitability.
Customer Service

Customers are the life-blood of any
business -so providing great customer
service is critically important.
Customer Service

Customers expect the same quality that you
would expect to receive.
 Keeping the customer satisfied needs to be
the goal of everyone in the
organization.Memory Activity

Remember all Pictues
How Does Dramaturgical Theory
Apply to Customer Service?

Dramaturgical theory suggests that a
person's identity is not a stable and
independent psychological entity
 But is constantly remade as the person
interacts with others.
Implementing a Fully Integrated
Customer Service System

Quality customer service begins when
management’s customer service values are
reflected through front line staff.
Even Online Customer Support
Is Falling Short.
A study conducted by BenchmarkPortal found:
• 51% of companies did not respond to
inquiries at all
• Of those that did respond, 70% failed to
respond within 24 hours
• 79% responded with an inaccurate and/or
incomplete answer
Keeping Your Customers
Satisfied

The more employees that know about the
goals of the company as a whole, the better
they feel about their job
Keeping Your Customers
Satisfied

Internal customer relations is designed to
build and maintain the critical skills
necessary to be a dynamic and successful
service professional
Football Compared to Customer
Service

One way a football quarterback enables his
team to execute successful plays is by
making sure every player understands what
his teammates are doing in the play
Football Cont….

Members of a football team do not advance
the ball by keeping their plans secret from
one another. Colleagues in a company do
not advance their plans by withholding
information or assistance from one another
Dealing With the Difficult
Customer

Identify the forces that compel people to be
difficult
 Examine and practice essential communication
skills
 Turn conflict into cooperation, emotion into
reason, and hidden agendas into honest dialogue
Dealing With the Difficult
Customer

Develop strategies for dealing with the 10 most
difficult customer behaviors
 Identify and alter their own difficult behavior
You and Your Inside Customer

Identify personal behavioral tendencies
 Assess opportunity areas for skill development
 Determine factors that create internal customer
dissatisfaction
 Practice techniques to improve active listening
skills
The End
Thank
you for trusting us!