Transcript Customer Service Certification Salamanca, Spain Agenda    Video (Workplace and Customer Service) Customer Service Questions and Answers.

Customer Service
Certification
Salamanca, Spain
Agenda
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Video (Workplace and Customer Service)
Customer Service
Questions and Answers
NMHU Video
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Workplace Development
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School of Business
Administration Students
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Customer Service Role Playing
Customer Service Outline
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Importance of Customer Service
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Study and Articles of Customer Service
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CS a Practical Approach
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Steps of CS Improvement
Conclusion and Recommendations
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Phone
Face to Face
Facility Layout
Discussion
Importance of Customer Service
A customer must perceive that they are the
most important person on our premises. The
customer is not dependent on us in any way
and we are not doing them a favor by serving
them. They our doing us a favor by using our
services (products) and giving us a chance to
serve them.
Importance of Customer Service
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The Reality of Customer Service
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Bad service
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Good service
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A person will tell 9 of 10 they meet about it
13% tell an avg. of 20
A person will tell an average of 4 people about it
Only 4% will ever complain about bad service.
For every 1 that reports poor service, 26 are
unreported.
What do you lose (1 person for a lifetime of sales and
their referrals)
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What does a customer look for:
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Value = Fair Price+Quality+CS
Importance of Customer Service
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Focus on the customer
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67% stop using a business due to
indifferent employee treated them poorly
Five time more likely to leave due to
poor service than product quality
96% never complain about rude or
discourteous service but….
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91% will never again buy from that business
Tell their “horror story” at least 9 times
13% of them tell it at least 20 times
It cost five times more to attract a
new customer than keeping an
existing one
Importance of Customer Service
If you lose ...
Spending
$5 weekly
Spending
$10 weekly
Spending
$50 weekly
Spending
$100 weekly
1 customer a day
94,900
189,800
949,000
1,898,000
5 customer a day
474,500
949,000
4,745,000
9,490,000
10 customer a day
949,000
1,898,000
9,490,000
18,980,000
Study and Articles of Customer Service
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Management’s Commitment
Constant
 Rewarded
 Walk the talk
 Accountability
 Valued
 Reinforce behavior with immediate
recognition
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Study and Articles of Customer Service
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Employee’s Commitment
Accountability
 Consistent and fair w/ each other
 Positive Attitude
 Owning our own behavior
 Professional vs. personal
 Serving the customer
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Study and Articles of Customer Service
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Not a Program it is a Service Mindset
Good Leaders treat their employee as
customers
After social exchange ask yourself how you
would I have felt after the exchange.
A-to-Z of Customer Service (hand-out)
Practical Approach
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Seven Steps to Successful
Customer Service
1.Total Management Commitment
2. Get to Know Your Customers
3. Develop Standards and Service
Quality Performance
4. Hire, Train and Compensate
Staff
5. Reward Service Accomplishments
6. Stay Close to Your Customers
7. Work Towards Continuous
Improvement
Practical Approach
6 Steps to Great Customer Service
1. Drop Everything to Answer
Email, Phone or Whatever…
2. Do a Little Extra
3. Keep Your Promises
4. Address Problems Immediately
5. Follow Up On Problems,
Questions, Etc.
6. Personalize Communications
Practical Approach
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Customer Satisfaction in 7 Steps
1. Encourage Face to Face
Dealings
2. Respond to Messages Promptly
& Keep Your Clients Informed
3. Be Friendly and Approachable
4. Have a Clearly-Defined Customer
Service Policy
5. Attention to Detail
6. Anticipate Your Client’s Needs & Go
Out of Your Way to Help them Out
7. Honor Your Promises
Practical Approach
12 Steps to Improving
Quality of Customer Service
1.
2.
3.
4.
5.
6.
Adopt a Philosophy
Communicate and Practice the
Philosophy
Establish External & Internal Customer
Needs
Establish a System of Measuring,
Monitoring, and Tracking Customer
Satisfaction
Train Workers So That They Can Be of
Maximum Assistance to Customers
Empower Workers to Make Some
Decisions within the Locus of Their Work
Practical Approach
7.
8.
9.
10.
11.
12.
Use Employee Teams to Motivate and
Encourage worker Participation
Involve Employees in Strategic
Planning & Decision making Activity
Allow Workers to Participate in
Designing Customer Contract
Strategies
Establish a Written Customer Service
Guarantee Policy
Cultivate a Physical Environment and
Organizational Culture
Avoid Complacency at All Costs!
Practical Approach
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Six Steps to Excellent Customer Service
1. Impress Prospects and Clients with
Professional Proposals & Documents
2. Keep in Touch During the Project
3. Guarantee Your Work
4. Learn to Manage Complaints
5. After the Project is Completed, Give the
Customer A Gift
6. Stay In Touch
Bottom Line of Customer Service
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When we reach out to our customers
(empathy)
When make our customers feel at
home.
When we make our customers feel
they are getting their money’s worth
– and more
When we show we care
When we give the right advise (they
know that we know what we are
talking about)
Bottom Line of Customer Service
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When we recognize our customers
When we take responsibility
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(raise the responsibility by what you
expect)
When we make our customers feel
special
When we make mistakes we make it
better than before we add value
When we keep the promises we
make
We say thank you clear and loud
Phone – Customer Service
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Did you know that a caller to your
employment can tell and perceive your
mood and even if there is a smile on your
face by the tone of your voice.
Phone Etiquette
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Company’s name
Employee’s name
How may I (help, serve, assist) you
Listen
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(jot the callers name down – and use the callers
name in the discussion many times if possible)
When wanting a different person (it is ok to ask –
May I inquire as to whom is calling (and or the
issue)?
If placed on hold (example: Sorry for the wait that
department is working on a deadline – May I
please take a message
Transferring Calls (always give the call the
extension number in case they need it later)
Thank them for calling!
Customer Service Factors
Telephone Service
13%
Tone of Voice
Content
87%
Face - Customer Service
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Face to Face
Respect
 Kindness
 Consideration
 Empathy
 Friendly and effective service
 Honesty and feelings of pride
 Use examples to assist customers
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Customer Service Factors
Face to Face
7%
38%
55%
Body Language
Tone of Voice
Content
Facility - Customer Service
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Facility Layout
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Customer service area
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Tickets Scheme
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Comfortable
Visional designation between work and customer
area
Give employee all five tickets at start of the
month
Employees give their peers a ticket when they
see them performing great Customer Service or
“going beyond the norm”
Everything that you can use
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Build trust with customers w/ service
Reinforce the need of treating customers right
Conclusion/Recommendations
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Customer Service Area
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Complete buy in by management
and staff.
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Reward going the extra mile
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Perception Fairness