the culture of fantastic customer service thomas n. davidson, j.d. some material is sourced from trf...
TRANSCRIPT
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The Culture of FANTASTICCUSTOMER SERVICE
Thomas N. Davidson, J.D.Some material is sourced from TRF customer service slides in the public domain.
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PLAY/ENJOY YOUR JOB
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LOOKERS & RUNNERS
Work environments that put people in slots and are driven by excessive rules:Restricts creativity;Adds frustration;Causes conflict amongst workers;Reduces quality service.
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DRIVERS OF PERFORMANCE
Do we know the expectations of our jobs?
Do we know the mission?
Are we committed to accomplishing mission and goals?
Are we disciplined to get there?
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MAKE THEIR DAYTREATING OUR CUSTOMERS WITH
• Caring and Professional Service
• Flexibility
• Problem Solving
• Service Recovery
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SEVEN DEADLY SINS OF CUSTOMER SERVICE
Manual page 19
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DEADLY SIN #1
APATHY
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DEADLY SIN #2
BRUSH OFF
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DEADLY SIN #3
COLDNESS
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DEADLY SIN #4
CONDESCENSION
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DEADLY SIN #5
ROBOTISISM
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DEADLY SIN #6
RULE BOOK
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And FINALLY #7
RUN-AROUND
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WHAT DO OUR CUSTOMERS WANT?
• Needs: Basic service
• Expectations: Quality
• Value Added: Customer delighters
• To determine: we must ask them and continue to ask them.
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FISH PHILOSOPHY #3
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HOW WE COMMUNICATE
Skill % Time Used Years of Training
Writing 9% 12 years
Reading 16% 6-8 years
Speaking 35% 1-2 years
Listening 40% Less than ½ year
Manual page 25
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WHY IS LISTENING SO HARD?
We are capable of speaking 100-125 words per minute.
We can hear at about 200 words per minute.
Our brains can process information at 500 words per minute.
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BUILDING TRUST THROUGH EFFECTIVE COMMUNICATION
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Design communications that build trust
•Writing•Reading•Speaking
As an organization:Which skill needs the most improvement to attain Fantastic Customer Service?
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BODY LANGUAGE
7%
38%
55%
Communication is:
7% Words;
38% Sounds
55% nonverbal
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ARE YOU A GOOD LISTENER?
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LEVELS OF LISTENING
IGNORING
PRETEND
SELECTIVE
ATTENTIVE
REFLECTIVE--EMPHATHIC
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BEING THERE FOR FANTASTIC CUSTOMER SERVICE