american national bank & trust co. customer service... in action
TRANSCRIPT
American National Bank & Trust Co.
Customer Service . . .
In Action
American National Bank & Trust Co.
Session GoalsSession Goals
Define the customers of ANB and the service they expect.
Compare the service ANB provides to the customer’s expectations.
Design strategies for implementing a continuous improvement plan for Customer Service.
American National Bank & Trust Co.
Who are Who are ANB’s ANB’s customers?customers?
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What services What services do customers do customers expect/need?expect/need?
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What is What is quality quality customer servicecustomer service??
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Quality Customer service Quality Customer service occurs when we occurs when we identifyidentify and and exceedexceed our customer’s our customer’s expectations on a expectations on a continuouscontinuous basis.basis.
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The Rules . . .The Rules . . .
Treat other people with respect
Produce quality work Do more than the minimum Communicate
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If your service to If your service to customers were customers were perfect, what would it perfect, what would it look like?look like?
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What What stopsstops this from this from happening?happening?
What difference does What difference does it make?it make?
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MatchMatchCustomer’s Experience Customer’s Experience
totoCustomer’s ExpectationsCustomer’s Expectations
Goal
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EvaluateEvaluateImproveImproveEvaluateEvaluate
How . . .
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How . . . How . . .
1 - Establish partnerships/rapport with customers
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2 - Clarify Customer’s Needs/Expectations– Assess the (specific) service
provided by ANB?– What can we do better to satisfy
the customer’s needs?– What can we do to make certain
the customer returns?
How . . . How . . .
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3 - Stay alert to the changing needs of customers Do what is
necessary to meet those needs
4 - Tell the customers what you CAN do for them.
5 - Communicate -- Share with others the details of customer expectations.
6 - Plan -- Include customer feedback/suggestions into the organizational planning
How . . . How . . .
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Ask questions to clarify what Ask questions to clarify what the customer expectsthe customer expects
Use open-ended questions – “How, Tell me, What,
Describe . . .” Take notes Encourage your
customer to be honest
Resist the temptation to disagree or justify
Quantify customer expectations whenever possible
May use survey tools such as a questionnaire or the interview
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Summarize your understandingSummarize your understanding
Allow customer to comment on your summary
Help your customer prioritize their expectations
Restate what you have heard
Check for unspoken expectations -- read between the lines
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Discuss what you will doDiscuss what you will do
Keep the “Anything is possible attitude”
Remain flexible; Look for alternatives
Avoid making unrealistic promises
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Discuss what you will doDiscuss what you will do
Deal with every expectation
Set a time for implementation/completion
Work to meet a challenge
Delight your customer --
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Agree on the next steps and set Agree on the next steps and set a follow-up date.a follow-up date.
Ask if all is going wellAllows you an opportunity
to gather additional information
Informs the customer about the outcomes and progress
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Dissatisfied Customers? . . .Dissatisfied Customers? . . .
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What makes you What makes you complaincomplain??
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Complaints are issued when . . . Complaints are issued when . . .
Did not get the service/product that was promised
Someone was rudeBelieves no one listened to the
requestNo one accepted responsibility for
correcting the problemCompany representatives presented
a "can't do" or "negative" attitude
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Research shows that
Research shows that
dissatisfied customers
dissatisfied customers
tell 11 other people who
tell 11 other people who
then tell 5 other people
then tell 5 other people
-- 67 people learn about
-- 67 people learn about
one bad experience
one bad experience
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Words . . . Words . . . Some make it Some make it worseworse . . . . . . Some make it better . . .Some make it better . . .
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""OrangeOrange" Words that trigger " Words that trigger the Customerthe Customer
"No," "It's impossible," or "Never" --
“Policy"
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""OrangeOrange" Words that trigger " Words that trigger the Customerthe Customer
"I can't" or "No way"
"They" -- – Who is "they"?
Use "I" and "we"
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""OrangeOrange" Words that trigger " Words that trigger the Customerthe Customer The computer"
--
"But" -- Disregard everything that came before the "but."
"Problem" -- see it as an opportunity
"That's not my problem."
"My department doesn't handle this."
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Words that work . . . Words that work . . .
"I'm sorry" -- Take responsibility
"What may I do to help you?""I'll find out.""It was a mistake and we will
take care of it by _____.""Thank you."
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Resolving Customer Resolving Customer DissatisfactionDissatisfaction
Research findings indicate that people handle complaints/criticism by – defending the situation; – retaliating; or running away
(avoiding the discussion) or– accepting the comments.
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Five Tricks . . .Five Tricks . . .
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Goals for Resolving Customer Goals for Resolving Customer DissatisfactionDissatisfaction
Defuse the angry feelingsDo something about the
complaintUse the customer's
feedback to improve quality for all your customers
Remain courteous
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Acknowledge the customer's Acknowledge the customer's dissatisfaction . . .dissatisfaction . . .
Give the person your undivided, active attention
Get on the same level physically
Pace your response Listen carefully with
understandingUse appropriate body language
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Acknowledge the customer's dissatisfaction . . .Acknowledge the customer's dissatisfaction . . .
Do not blame or make excuses
Avoid agreeing or disagreeing with complaint
Simply recognize the customer's feelings
Show that reaction is important to you
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Allow customer to blow off enough steam to be able to discuss the facts of the case
Consider taking the person to a private place
Acknowledge the customer's dissatisfaction . . .Acknowledge the customer's dissatisfaction . . .
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The Customer The Customer Service Strategic Service Strategic Plan needs a Plan needs a Team!Team!
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Your Turn . . .Your Turn . . .
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•Define the VisionDefine the Vision
•Set the TimetableSet the Timetable
•Assign the PeopleAssign the People
•Identify the ActionsIdentify the Actions
•Review the Current SituationReview the Current Situation
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Strategies . . . Strategies . . . Implementation . . . Implementation . . . Continuous Improvement . . .Continuous Improvement . . .
What are the strategies for your office?
How would you put the ideas into action?
Evaluate / Improve / Evaluate
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What about you? What about you?
“You cannot serve others until you have taken care of yourself.”
You cannot give what you do not have.”
You can’t come back from somewhere you ain’t been.”– Dr. William Purkey, University of North Carolina
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Know your customersKnow your customers
Exceed their expectationsExceed their expectations
Take care of yourselfTake care of yourself
Enjoy the RideEnjoy the Ride
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REFERENCESREFERENCES
AT & T References. Bramson, Robert. Coping with Difficult
Poeple. New York, 1981. Cannie, Joan Koob with Donald Caplin.
Keeping Customers for Life. American Management Association, 1991.
Farrell, Thomas J. Effective Telephone Skills, HBJ, 1990.
Garner, Patricia A. Using the Office Telephone Effectively, Regents/Prentice Hall, 1993.
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Heckler, Lou. “Achieving Excellence.” The Best of Career Track, 1987.
LeBoeuf, Michael. How to Win Customers and Keep Them for Life. New York: G.P. Putnam’s Sons, 1987.
Neal, Dorothy A. Telephone Techniques, Glencoe, 1991.
Pekas, Mary. Telephone Mastery, Paradigm, 1990.
Tschohl, John. Connections--Practice for Excellence, Path to Success. 1993.
Winning on the Telephone, American Management Association.
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