customer service general

7/31/2019 Customer Service General

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SWEAT THE SMALL STUFF


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Creative Pros have 2 things in common;

They care

Theyre empowered

A good job doesnt cut it anymore.

The prize goes to the trail blazers.


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How do we get this level of commitment fromemployees?1. Get Excited The first professional to motivate is

YOU!

2. Hire motivated people hire smart or managetough Indoctrinate new staff into the customer service culture

during orientation.

3. Measure Measurements motivate in different ways.

Competitive; compete with self; non-competitive;4. Institute profit sharing - What gets rewarded gets

repeated.


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Most compelling reason for good customerservice:

When delivered, you experience less

stress, less hassle and grief from thecustomer.

You can also save huge amounts of

time.


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Customer Satisfaction is Worthless; CustomerLoyalty is Priceless

So says Jeffery Gitomer paradigm shift

May be the first step, but the next step is toshift the focus from loyal customers to loyalemployees.

The foundation for a loyal relationship beginswith the employee.


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5% of all communication is received as it was

intended (Helsinki School of Business ResearchStudy)

5 out of every 100 words are actually receivedby the customer as the employee intended.

The source for many dissatisfied customersbegins with this first contact.


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On hold too long

Previous problems with customer service

Perceived injustice

Legitimate service complaint F. Scott Fitzgerald: Its not a slam at you when

people are rude, its a slam at the peopletheyve met before.

What makes you angry as a customer?


9/26

Let them vent

Speak slowly in a low, resonant tone

That is frustrating, isnt it? Id probably be

upset if that happened to me.

Calming language OK, lets start at thebeginning.


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Deal with the customer, not the problem

Exorcise your ego You dont have to be right.Calm the customer, resolve situation

Hear the customer out Let them vent!

Empathize I understand how you feel.

Apologize Im sorry this happened.

Troubleshoot How can we solve this?


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Dont get caught up in an argument

Take a few deep breathes

Isometrics or just walk around

Stare out into space..

If you can keep it together throughout the rant,youll see a turn around from before to after.


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Direct and assertive not combative

I care very much about your problem, butwhen you speak to me this way, I find it

difficult to focus on a solution. I understand this is difficult for you. Lets see

what we can do to fix the problem.


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Take Responsibility

Dont place blame or speak bad about yourorganization or another employee

Sincere apology Thank customer for pointing out the problem.


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Its against our policy

Its against the rules

Try this: Oh, Im so sorry. If I could do thatfor you, I would. Let me tell you what I cando.


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Simplicity 1st impression is critical Pleasantry, Brevity, Sincerity

Positive body language to attain the rightemotional state Edge of chair, shoulders back, deep breathe,

smile, 2 rings, answer No scripts insincere, and irritating Westminster Community Services and

Recreation Department, this is Greg, how can Ihelp you? or, Good Morning, this is Greg!


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Customer complaints create profit Complaints are like medicine nobody likes them

but they make us better. More like preventativemedicine because they provide advanced warningabout problems.

Frank Layton quote I dont know and I dontcare! People complain to front liners about 45% of the

time for service related issues. They complain tomanagement about 5%, and 50% just go away!

Complaining to people who act like they dont careensures customer defection.


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Resolving a complaint within 24 hours resultsin 96% retention. For each day of delay, about10% additional loss. (Sertec, Atlanta complaint

monitoring company) Companies can boost profits 100% by retaining

5% more of their customers

(Reichheld and Sasser)


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Treat them right, theyll come back becausethey like you;

If they like you, theyll spend more money;

If they spend more money you want to treatthem better;

If you treat them better, they keep comingback.


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Give them:

What was promised

Knowledgeable help Prompt, willing attention

Good treatment


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Ignore them or treat them indifferently

Know too little about your classes, programs ororganization

Make excuses not to help Treat them like numbers

Are cold, rude, unfriendly, impatient orgenerally unpleasant

Talk down or make them feel ignorant or slow Make promises that arent fulfilled


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Walk a mile

Do unto others

Shhhhhhhhhhhh!

Ask Questions

Involve them in the solution

Personalize, if possible

Thank them by name


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Traditional customer contact in person andphone

Web Based website, e-mail, chat, blogs Must be able to communicate using customers

channel of choice From costly phone calls to web-based

communications for basic information Empower customers to find answers

conveniently All staff need access to customer info


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Through increased automation to reduce costs,being a customer has become devoid of anyemotional value

Look for excuses to chat with customers;customers crave human attention.

Forrester Research found 71% of on-line buyersrequested customer service by e-mailcompared to 11% through web page FAQs.

Product-centric to customer-centric Software

needs to be capable of easy store/retrieve ofcustomer history


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A lot of people have fancy things

to say about customer service,including me. But its just a day-in,day-out, ongoing, never ending,

unremitting, persevering,compassionate type of activity

Leon Gorman, President of L.L. Bean


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Organizations that takecustomer service seriously, andapproach it with passion and

zeal, are the organizations thatwill prosper and continue tostand out among their

competitors.


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