1

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