how can you be the brand customers can’t live without? how ... · o m customer service vision...
Post on 13-Mar-2020
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How can you be the brand customers can’t live without?
How you can Make Price Irrelevant
B: HiringA: Training
More important to World-Class Customer Service?
We don’t put our people in Disney, we put Disney in our people
We don’t put our people in Disney, we put Disney in our people
Service Aptitude
Service Aptitude“a person’s ability to recognize opportunities
to exceed a customer’s expectations,
regardless of the circumstances.”
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• Previous Work Experiences
Service Aptitude• Previous Life Experiences
• Current Work Experience
3
It is not the employee’s responsibility to have high service aptitude,
it is the company’s to give it to them
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It is not the employee’s responsibility to have high service aptitude,
it is the company’s to give it to them
The #1 thing great customer service companies do
Service Aptitude Training
State of Service
World ClassStarts At The Top
• Executive Sponsorship• Service Aptitude Starts At The Top
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Ben Baldanza CEO, Spirit Airlines
PolicyGuidelines
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Superior Service?
Superior Service?300 Organizations 3000 Customers
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You are in the customer perception business
You are in the customer perception business
Do not ask the customers what they want, give them something they cannot live without.
“If I had asked people what they wanted, they would have said faster horses.”
Henry Ford
Employee apathy creates customer apathy
Customer apathy is the enemy of a successful company
The currency for millennial's is Purpose
The currency for millennial's is Purpose
Day in the Life of a Customer
Compassion & Empathy
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World Class Service• Service Aptitude • Paranoid about their CX • Shoes of your Customers
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What is a Customer Service Revolution?
A radical overthrow of conventional business mentality designed to transform
what employees and Customers experience.
This shift produces a culture that permeates into people’s personal lives, at
home, and in the community,
which in turn provides the business with higher sales, morale, and brand loyalty -
making price irrelevant.
Making Price Irrelevant
Based on the experiences they consistently receive from you
Your Customers have no idea what your competition charges
Price EXPERIENCE Wars
Raise our $$ & match itDiscounting is the TAX you pay
for being AverageDiscounting is the TAX you pay
for being Average
Customer Service Vision Statement
Customer Service Vision“The true underlying value of what
and how your team members have to deliver to each & every Customer, that
provides a meaningful purpose for your employees.”
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Seize the Moment
Our focus must be on providing a positive experience on EVERY interaction
face-to-face, click-to-click, or ear-to-ear.
Carpe Momento
To create one of the most special memories in a person’s life
To inspire and nurture the human spirit - one person, one cup and
one neighborhood at a time.
Actionable Trainable Observable Measureable
A T O M
Customer Service Vision &
Pillars
WHAT
HOW
5/8
QualityService/Product
ExpertiseTechnical
Operationally
Customer Interaction
HospitalityRelationshipConnectionPersonalize
Above & Beyond
ExceedOpportunity
ProactiveUnexpected
5/8
To be the BEST DECISION our Clients make
Expertise World-Class Whatever/Whenever
Customer Bill of Rights
the perience!u r X Never & Always
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NEVER ALWAYSPoint
Say “No”
Say “No problem”
Cold transfers
Over share
Show them
Focus on what you can do
“Certainly; my pleasure; absolutely; you are welcome”
Warm transfers
Take care of it
NEVER ALWAYSSay “I don’t know”
Show frustration publicly
Accept “fine or OK”
Make customer wrong
Criticize team members, competitors, or make excuses
“Let me find out”
Be a duck
Excellence is the standard
Make it right!
Own it - even if it is not our fault
ALWAYSUse Customer’s name 2 - 4x
Use your name 2 - 4x
Deliver at least 1 Secret Service
Deliver 1 compliment
Beat the Greet (15/5)
Smile is part of the uniform
Is there anything else I can do for you today?
Genuine Hospitality
The Five E’s
ENTHUSIASTIC GREETING
EAR-TO-EAR SMILE
ENGAGEEYE CONTACT EDUCATE
Secret Service
Show me you know meShow me you know me The better the experience the less price becomes an issue
The better the experience the less price becomes an issue
Silent Cues Visual Triggers
Relationship Economy
“Make Me Feel Important”
People don’t listen with the intent of understanding, they listen with the intent of replying 0.6
0.2
Minimum Average
ResponseTime
The greatest gift you can give someone is the gift of your attention
F O R D
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Behave as if today is the day you will be remembered for the way you treat others
EXPERTISEProvide resourcesInnovate solutionsAdvise brilliantlyAnticipate needs
Build relationshipsCreate memorable experiences
Utilize Secret Service
WHATEVER/WHENEVERThe answer is “YES!”Give more attitude
Surprise and delight
1. Point2. Say “No”3. Say “not a problem”4. Cold transfer5. Over share6. Say “I don’t know”7. Show frustration publicly8. Make excuses9. Deliver bad news via email10. Leave things to chance
ALWAYS
1. Show them2. 3. Say “Certainly, my pleasure, absolutely”4. Warm transfer5. Take care of it6. Find out7. Be a duck8. Own it, even if it’s not your fault9. Make it right10. Be prepared
CUSTOMER SERVICE VISION STATEMENT
To be the BEST DECISION our clients make
Expertise | World-Class | Whatever/Whenever
PURPOSE
“To change the world by creating a Customer Service Revolution”
A radical overthrow of conventional business mentality designed to transform what employees and customers experience. This shift produces a culture that permeates into people’s personal lives, at home and in the community, which in turn provides the business with higher sales, morale, and brand loyalty-- making price irrelevant.
NON NEGOTIABLE STANDARDS
t��Display genuine enthusiasmt��Use client’s namet��Educatet��Use and collect Customer Intelligencet��Ask “What else can I do for you?”t��Thank sincerely EXPERTISE
Provide resourcesInnovate solutionsAdvise brilliantlyAnticipate needs
Build relationshipsCreate memorable experiences
Utilize Secret Service
WHATEVER/WHENEVERThe answer is “YES!”Give more attitude
Surprise and delight
CUSTOMER SERVICE VISION STATEMENT
To be the BEST DECISION our clients make
Expertise | World-Class | Whatever/Whenever
1. Point2. Say “No”3. Say “not a problem”4. Cold transfer5. Over share6. Say “I don’t know”7. Show frustration publicly8. Make excuses9. Deliver bad news via email10. Leave things to chance
ALWAYS
1. Show them2. 3. Say “Certainly, my pleasure, absolutely”4. Warm transfer5. Take care of it6. Find out7. Be a duck8. Own it, even if it’s not your fault9. Make it right10. Be prepared
A revolution starts with a clear vision of a world different than the one we live in today
A revolution starts with a clear vision of a world different than the one we live in today
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