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Zero Risk and Customer Service
Copyright 2016 Smithers Quality Assessments
Change!
Ground Rules:
• I’m here for you • Ask questions…inner 5 year old!
• Working as a Team
VALUE?
Departments
• Sales • Support Center • Production • Quality Assurance • Customer Service
A: Hiring B: Training
Building a World-Class Customer Service Company
what is more important?
Service Aptitude
Service Aptitude
“a person’s ability to recognize
opportunities
to exceed a customer’s expectations,
regardless of the circumstances.”
Service Aptitude • Previous life experiences
• previous work experiences
Service Aptitude • Previous life experiences
• previous work experiences
Service Aptitude • Previous life experiences
• current work experience
It is not an employee’s responsibility
to have high service aptitude,
it is the company’s to give it to them
Your client misses a conference call with you that had been confirmed via e-mail. You reach out to see what happened, and they said they had it down for a different time and day. You…
A) To ensure they did not think you made the mistake, you forward them the e-mail they sent when they confirmed.
B) Apologize for the miscommunication, and ask for the earliest convenient time to reschedule.
C) So as not to be pushy, and to see if they really have interest wait for them to call to reschedule
Superior Service?
Superior Service?
80%
8%
300 Organizations 3000 Customers
You are in the
Customer perception business
Day in the Life of a Customer
Compassion & Empathy
World-Class Service
1. Service Aptitude 2. Shoes of your Customer
Negative Cues
Why do so many companies agreements
and policies sound so angry?
Build your company’s Customer experience
as if no Customer has bad intentions
Negative Verbal Cues
• “You need to VERIFY your information” • “Your next Customer is here” • “We would like to remind you of your
appointment”
Physical Negative Cues
Don’t punish 98% of your customers
For what you are afraid that 2% might do
What negative cues can you eliminate or change to make them more positive?
• Website • Verbiage • Terminology • Signage • What Customers see • Agreements • Employees’ Actions
Negative Cues?
X Commandments To Providing a
World-Class Customer Experience
63
Who we are going to be?
Why we exist? What we have to do every time?
MISSION STATEME
NT
purpose STATEMEN
T
customer service vision Not
Actionable
Result
Actionable
Mission
Building the #1 mortgage company in America serving
Service Members, Veterans and their Families
Purpose
Realizing the American dream for those
who made ours possible
Customer Service Vision
It is my turn to serve you,
make a Positive impact every time
Your Customer is whoever is
dependent on the work you do
If you are not serving the
Customer directly,
you better be serving someone
who is
Your customers will never
be any happier
than your employees are
Customer Experience Cycle
Workshop
Service Defects
Experiential Standards
Operational Standards
Above & Beyond
Opportunities
Greeting
How long is NET 10 TERMS?
94
Zero Risk and Customer Service
Copyright 2016 Smithers Quality Assessments