keys to customer service. 10 keys of customer service i – trust your customers most important...
TRANSCRIPT
![Page 1: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/1.jpg)
Keys to Customer ServiceKeys to Customer Service
![Page 2: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/2.jpg)
10 Keys of Customer Service10 Keys of Customer Service
I – Trust Your Customers
• Most Important Trait• Trust is the highest form
of human motivation• Understand Your Role
to Play• Greeting is so important
(Name)
![Page 3: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/3.jpg)
10 Keys of Customer Service (Greeting 10 Keys of Customer Service (Greeting Customers Builds Trust)Customers Builds Trust)
• Eye Contact• Thank them for
coming to you• Tune the world out
and them in • Put them at ease –
they’re visiting• Customers make 11
decisions about you in the first 7 seconds
![Page 4: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/4.jpg)
Is Body Language Important?Is Body Language Important?
Face to Face• Body Language 55%• Tone of Voice 38%• Words 7%
Over the Phone• Tone of Voice 86%• Words 14%
![Page 5: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/5.jpg)
10 Keys of Customer Service10 Keys of Customer Service
II - Positive Can-Do Attitude, Positive Values, Clear Motives
• Energetic, Not Fake• Infectious, Honest• Walk Your Talk with
Customers/Leaders• You must not deal
negatively with negative people
![Page 6: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/6.jpg)
10 Keys of Customer Service10 Keys of Customer Service
• The big three factors:• Attitude – Way you
think and how you relate to others
• Motives – Reason why you do things
• Values – Inner guidelines that direct behavior
• Values are critical
![Page 7: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/7.jpg)
How to develop a Customer How to develop a Customer Friendly AttitudeFriendly Attitude
• Viewing customers as the most important part of the business
• Sincere appreciation• What if you were
taped one day?• The “Golden Rule”
applies here• Waiter and the Doctor
![Page 8: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/8.jpg)
10 Keys of Customer Service10 Keys of Customer Service
III - Be a Good Teacher
• Customer Service needs to be taught
• Teach employees carefully
• Teach customers• Share insights and
experiences with customers
![Page 9: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/9.jpg)
Questions about the First Three Questions about the First Three KeysKeys
• Do you really trust yourself at work to handle customers?
• Is your attitude mostly can do and positive?
• Are you a good teacher or do you allow customers, and peers to struggle?
![Page 10: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/10.jpg)
10 Keys of Customer Service 10 Keys of Customer Service
IV. Find out What Customers Want
• Identify needs and expectations
• Ask open ended questions
• Six questions – Who, What, Where, When, Why, and How?
![Page 11: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/11.jpg)
10 Keys of Customer Service 10 Keys of Customer Service ((Generic needs)Generic needs)
• To be valued by you• To feel comfortable• To have your undivided
attention• To focus more on them
than your work• To not show favorites• Don’t make problems
![Page 12: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/12.jpg)
It Does Pay to PleaseIt Does Pay to Please
• Customers will spend +10% - good service
• Good service - Tell 9-12 people
• Poor service - Tell 20 people
• 82% approve of your organization if complaint handled
![Page 13: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/13.jpg)
10 Keys of Customer Service10 Keys of Customer Service
V. Begin Each Day With Failure in Sight (Listen)
• Closing the Business• Underpromise and
Overdeliver always• Prevent failure throughout
the organization• Battleship and Fog Story
![Page 14: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/14.jpg)
10 Keys of Customer Service10 Keys of Customer Service
• Listen to the– words– tone of voice– body language
• Listening is not just hearing but understanding
• Seek First to Understand, Then be Understood, You don’t have to agree
![Page 15: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/15.jpg)
10 Keys of Customer Service10 Keys of Customer Service
VI. Understand your Customers, Peers, and Leaders
• Gender • Race • Generational• Education• Families• Others
![Page 16: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/16.jpg)
Questions about the Second Three Questions about the Second Three KeysKeys
• Do you really know what your customers need and expect?
• Are you really listening to your customers?
• What does the differences of your customers mean to you? The organization?
![Page 17: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/17.jpg)
10 Keys of Customer Service10 Keys of Customer Service
VII. Make your Business (ETDBW)
• Time Management First Things First –
• Be customer-centered• Badd Systems stop Good
People• 85% vs 15% rule?
![Page 18: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/18.jpg)
10 Keys of Customer Service10 Keys of Customer Service
• To be ETDBW• Accessible• Accurate• Integrated (one source for
information)• Customer-Driven• Fast• Totally transparent
(seamless to customer)
![Page 19: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/19.jpg)
10 Keys of Customer Service10 Keys of Customer Service
VIII. Live the “Golden Rule” “Walk the Talk”
• Live the Example• Take care of your
people who provide good customer service
• Praise/Reward carefully
![Page 20: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/20.jpg)
10 Keys of Customer Service10 Keys of Customer Service
• Measure frequently• Survey the customers• Benchmark
competitors• Secret Shoppers• Connections between
organizational results and individual performance
![Page 21: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/21.jpg)
Survey Your CustomersSurvey Your Customers
• Written Questionnaires with Yes/No questions
• Telephone Surveys• Focus Groups• Face-to-Face
Interviews• Communicate Results• Publish results
![Page 22: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/22.jpg)
10 Keys of Customer Service10 Keys of Customer Service
IX – Provide Customer Service Training
• Common Sense isn’t• Clear Standards• Address the needs and
expectations of customers – internal and external
![Page 23: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/23.jpg)
10 Keys of Customer Service10 Keys of Customer Service
• Four Skills needed for customer service
• 1) Technical• 2) Interpersonal• 3) Product/Service
Knowledge• 4) Customer
Knowledge
![Page 24: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/24.jpg)
10 Keys of Customer Service10 Keys of Customer Service
X. Develop Yourself• Spiritually• Mentally• Physically• Social/Emotional• Continually
Evaluate/Renew• Racehorse/Jackass
![Page 25: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/25.jpg)
Questions of the last four KeysQuestions of the last four Keys
• Is your system customer-focused?
• Are you measuring your success/failure?
• Does your organization provide customer service training?
• Are you growing or dying in your development?
![Page 26: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/26.jpg)
Recap: Ten Customer Service Recap: Ten Customer Service Habits to Develop (Willingham)Habits to Develop (Willingham)
• #1 Be on Time
• #2 Follow Up on Promises
• #3 Under Promise and Over Deliver
• #4 Go the Extra Mile
• #5 Offer Customer Options
• #6 Express Empathy
![Page 27: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/27.jpg)
Recap: Ten Customer Service Recap: Ten Customer Service Habits to Develop (Willingham)Habits to Develop (Willingham)
• #7 Treat Your Customers as the Most Important Part of Your Job
• #8 Treat Your Co-Workers as Customers
• #9 Give Your Customers Your Name and Time, Personalize
• #10 Smile and Use Inflection on the Phone and In Person
![Page 28: Keys to Customer Service. 10 Keys of Customer Service I – Trust Your Customers Most Important Trait Trust is the highest form of human motivation Understand](https://reader030.vdocuments.us/reader030/viewer/2022033106/56649e745503460f94b73d34/html5/thumbnails/28.jpg)
10 Keys of Customer Service: 10 Keys of Customer Service: The Bottom LineThe Bottom Line
• Never Forget This –
• They will not remember what you did,
• they will not remember what you said,
• they may not remember your name,
• but they WILL remember how you made them FEEL!
• Make them feel important!