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.”

3

• 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

3

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

3

Ben Baldanza CEO, Spirit Airlines

PolicyGuidelines

3

Superior Service?

Superior Service?300 Organizations 3000 Customers

3

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

3

World Class Service• Service Aptitude • Paranoid about their CX • Shoes of your Customers

3

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.”

5

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

6

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

8

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