Download - Customer service
Providing Excellent Customer Service
Valerie Hall & Alicia Osborne
Valerie Hall
Alicia is a two-time gold medalist, and currently the winningest female beach volleyball player with 110 individual championship wins in domestic and international competition.
Alicia Osborne
“The greatest beach volleyball team of all time"
Valerie has the longest and most impressive winning streaks in professional sports after winning 89 straight matches on the AVP Tour as well as the international circuit between 2003 and 2004.
Who are the Customers?
What does Customer Service mean to you?
Nordstrom Department Stores were founded in 1901 by a Swedish immigrant named Jonah W. Nordstrom
The first store was opened in Seattle Today there are 228 stores owned by the
company in 31 states It is still family owned
and operated
The Nordstrom
Way to Customer Service Excellence by Robert Spector and Patrick McCarthy
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The company promotes internal excellence and recognizes people for what they call “Heroics”.
They empower their employees to “think outside of the box” and do whatever it takes to make the experience a positive one with their customers
The focus is on creating long term customers, not a daily sale
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They recognize the “Nordies” that go above and beyond to help people
Their corporate culture is very “humble” they don’t advertise or tell the world about these acts… it is always spread through word of mouth.
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Employee Handbook
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Employee Handbook
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The Nordstrom Business Model combines› Customer Service› Sales / Results Orientated
Company› Teamwork
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Make your place of business inviting Make your public voice or face a
pleasant one Create an atmosphere of helpfulness Create an atmosphere of
professionalism Educate your customers to make
sound choices
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Provide a consistent experience across all channels
Hire the Right People Make them Feel Valued Reward Exceptional Work
How do you apply to Cooperative?
Make your office inviting
Does your office need a “facelift”?› Paint & Carpeting› New Furniture› Cleaned & Uncluttered› Smells Nice› Comfortable Chairs
How do you apply to Cooperative?
Make your public voice and face a pleasant one
Is staff friendly? Do they greet people when
they come? Do they end communicated
frustration on a good note? Do people get a live person
when they call or voicemail?
Create an Atmosphere of Helpfulness
Office/ Maintenance
Board Meetings
Create an Atmosphere of Professionalism
Office/ Maintenance
Board Meetings
Educate your Customers to make Sound Choices
Coop Staff› Tell prospective
members about cooperative living….
› How is it different?› How is it better?
Board of Directors› Orientate the new
members› Continue to Educate the
Membership› Committee Involvement
Provide a consistent experience across all channels
Office Brochures Floor Plans Paperwork Voice Mail Website Advertisements Maintenance
Hire the Right People Do you have the right people
in the right positions? Do they want to be there? Are they trying to solve
problems or just get the people out of their office?
Do they listen to customers?
Nordstrom Business ModelHire the Right People
Previous industry experience should not be a factor
Hire people who enjoy people
Hire the smile, train the skill
HIRE THE SMILE, TRAIN THE SKILL!!
Nordstrom Business ModelHire the Right People
Hire personality and confidence
People who take ownership
Include co-workers and other employees in the interview and hiring process
Now Hiring – Wanted: People Power
We are looking for experienced people who want to
learn, grow and expand with us.
People who genuinely like people, who find
satisfaction in helping others, who go out of their
way to be of service.
We need people with an eye for detail, a will to
succeed.
Experienced people to handle sales
People to lead and people to follow.
We need people to make things go smoothly.
People with ideas.
All kinds of people with all kinds of potential.
People Power,
It’s the Difference at Nordstrom’s
Nordstrom Business ModelTreat Them Well
Treat employees with dignity and respect
Invest in your good people
Empower the staff to make decisions
Praise and reward
Nordstrom Business ModelTreat them Well
Terminate the Employees that do not fit the characteristics you need or your company culture
The Key to Providing Excellent Customer Service is Building a
Relationship with your Customers
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Be Positive Prepare for customer interaction Pay Attention and Really Listen Keep an open mind Think about why you are there Restate the problem
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TRIED AND TRUE PHRASES “How can I Help?” – And then carefully listen “I can solve that problem” – Direct language is
easily understood “I don’t know, but I’ll find out” – Never be
afraid to admit you do not know the answer “I will keep you updated” – Customers are
most trust-worthy of those who keep them apprised of the situation
“I appreciate your business” – This means more than a simple thank you
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Let customers vent their feelings, encourage them to get their frustrations out in the open.
NEVER argue with a customer. NEVER tell a customer “You really do not have
a problem” –those are fighting words. Share your point of view, in a polite and
professional manner. Take responsibility for the problem. Do not
make excuses. Take immediate action to remedy the situation.
How Do You Do All Of The Above?
HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE!
MOTIVATE THEM…..
Set a good example – Your attitude is contagious
Focus on employee happiness Create a culture of autonomy Encourage employees to voice complaints Take on fun events
AND KEEPTHEM!!
Class materials are available at
www.ekirkpatrick.com
Thank you for attending today!