Cust Svc Exceeding Exp Ppt

Customer Customer ServiceServiceExceeding Exceeding Expectations—Expectations—Creating the Service Creating the Service ExperienceExperience Washoe Tribe of

Nevada and California

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Customer ServiceCustomer Service

IntroductionIntroduction

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Specifics Techniques VarySpecifics Techniques Vary…Basics Stay the Same…Basics Stay the Same

1.1. Customer perspectiveCustomer perspective

2.2. SmileSmile

3.3. Put them firstPut them first

4.4. Be promptBe prompt

5.5. Provide assistanceProvide assistance

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ATTITUDEATTITUDE

““The The 90/10 90/10 Principle”Principle”

ATTITUDEATTITUDEThe 90/10 PrincipleThe 90/10 Principle

Discover the 90/10 Principle… It will change your Discover the 90/10 Principle… It will change your life life

(or at least, the way you react to situations)(or at least, the way you react to situations)

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What is this 90/10 Principle?What is this 90/10 Principle?

10% of life is made up of what 10% of life is made up of what happens to you.happens to you.

……90% of life is decided by how you 90% of life is decided by how you react…react…

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What does this mean?What does this mean?

We really have NO control over 10% of We really have NO control over 10% of what happens to us.what happens to us.

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We cannot stop the car We cannot stop the car from breaking down.from breaking down.

A driver may cut us off in A driver may cut us off in traffic.traffic.

The plane will be arriving The plane will be arriving late, which throws our late, which throws our whole schedule off.whole schedule off.

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We have NO control over this 10%.We have NO control over this 10%.

The other 90% is different.The other 90% is different.

You determine the other 90%.You determine the other 90%.

How?... How?...

By your reaction.By your reaction.

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You cannot control a red light.You cannot control a red light.

However, you can control your reaction.However, you can control your reaction.

Do not let people fool you.Do not let people fool you.

YOU can control how you react.YOU can control how you react.

Let’s use an example…Let’s use an example…

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You are having You are having breakfast with your breakfast with your

family.family.

Your daughter knocks Your daughter knocks over a cup of coffee over a cup of coffee onto your new shirt.onto your new shirt.

You have no control over You have no control over what has just happened.what has just happened.

What happens next will be What happens next will be determined by how you determined by how you react.react.

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You curse.You curse.

You harshly scold your daughter You harshly scold your daughter for knocking the cup over.for knocking the cup over.

She breaks down in tears.She breaks down in tears.

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After scolding her, you turn to your After scolding her, you turn to your wife and you criticize her for placing wife and you criticize her for placing the cup too close to the edge of the the cup too close to the edge of the

table.table.

A short verbal battle follows.A short verbal battle follows.

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You storm into the bedroom You storm into the bedroom to change your shirt.to change your shirt.

Back in the dining room, you Back in the dining room, you find your daughter has been find your daughter has been too busy crying to finish her too busy crying to finish her breakfast and get ready for breakfast and get ready for

school.school.

She misses the bus.She misses the bus.

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Your spouse must leave Your spouse must leave immediately for work.immediately for work.

You rush to the car and You rush to the car and drive your daughter to drive your daughter to school.school.

Because you are late, you drive 25 Because you are late, you drive 25 miles per hour in a 15 mph school miles per hour in a 15 mph school zone.zone.

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After a 15-minute delay and After a 15-minute delay and getting a $60.00 traffic fine, getting a $60.00 traffic fine, you arrive at school.you arrive at school.

Your daughter runs into Your daughter runs into the building without the building without

saying goodbye.saying goodbye.

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After arriving at the office 20 After arriving at the office 20 minutes late, you realize you minutes late, you realize you

forgot your briefcase.forgot your briefcase.

Your day has started terribly. As Your day has started terribly. As it continues, it seems to get it continues, it seems to get

worse and worse.worse and worse.

You look forward to coming You look forward to coming home.home.

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When you arrive home, you find a small When you arrive home, you find a small wedge wedge

in your relationship with your wife and in your relationship with your wife and daughter. daughter.

Why? Why?

Because of how you reacted in the morning .Because of how you reacted in the morning .

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Why did you have a bad day?Why did you have a bad day?

A) Did the coffee cause it? A) Did the coffee cause it?

B) Did your daughter cause it? B) Did your daughter cause it?

C) Did the policeman cause it? C) Did the policeman cause it?

D) Did you cause it? D) Did you cause it?

The answer is “D” The answer is “D”

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You had no control over what You had no control over what happened with the coffee. happened with the coffee.

How you reacted in those 5 seconds How you reacted in those 5 seconds

is what caused your bad day. is what caused your bad day.

Here is what could have and should Here is what could have and should have happened.have happened.

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Coffee splashes all over you. Coffee splashes all over you.

Your daughter is about to cry. Your daughter is about to cry.

You gently say: You gently say:

“ “ It’s okay, honey, you just need to be It’s okay, honey, you just need to be

more careful next time.”more careful next time.”

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You grab your briefcase, You grab your briefcase, and you come back into and you come back into the dining room just in the dining room just in time to look through the time to look through the window and see your child window and see your child getting on the bus.getting on the bus.

Grabbing a towel Grabbing a towel you quickly wipe you quickly wipe

up the mess.up the mess.

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She turns and waves and blows you a She turns and waves and blows you a kiss. You arrive 5 minutes early and kiss. You arrive 5 minutes early and

cheerfully greet the staff. cheerfully greet the staff.

Notice the difference?Notice the difference?

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Two different scenarios. Two different scenarios.

Both started the same. Both started the same.

Both ended different. Both ended different.

Why? Why?

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Because of how you reacted.Because of how you reacted.

You really have no control over You really have no control over 10% of what happens in your 10% of what happens in your

life.life.

The other 90% was determined The other 90% was determined by your reaction.by your reaction.

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Here are some ways to apply Here are some ways to apply the 90/10 Principle.the 90/10 Principle.

If someone says something negative If someone says something negative about you, about you, dodo notnot be a sponge. be a sponge.

Let the attack roll off like water on Let the attack roll off like water on glass. glass.

You do not have to let the negative You do not have to let the negative comments affect you. comments affect you.

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React properly and it will React properly and it will notnot ruin your ruin your day. day.

A wrong reaction could result in losing A wrong reaction could result in losing a friend, a friend,

being fired, or getting being fired, or getting stressedstressed out. out.

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How do you How do you react if someone react if someone

cuts you off in cuts you off in traffic?traffic? Do you lose your temper? Do you lose your temper?

Pound on the steering wheel? Pound on the steering wheel?

Do you curse? Does your blood pressure Do you curse? Does your blood pressure skyrocket? skyrocket?

Letting a car in front of you will only cost Letting a car in front of you will only cost you a few seconds? you a few seconds?

Why let others ruin your drive?Why let others ruin your drive?

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Remember the 90/10 Principle Remember the 90/10 Principle

and don’t worry about it. and don’t worry about it.

Your car broke down…Your car broke down…

Why get stressed and irritated? Why get stressed and irritated?

It will work out. It will work out.

Instead of stressing or worrying, use Instead of stressing or worrying, use your time and energy to fix the your time and energy to fix the

problem. problem.

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Use your time to read or get to know Use your time to read or get to know another passenger, why stress out? another passenger, why stress out?

It will just make things worse. It will just make things worse.

The plane is late. It is The plane is late. It is going to mangle your going to mangle your schedule for the day. schedule for the day.

Why take out your Why take out your frustration on the flight frustration on the flight

attendant? attendant? She has no control over She has no control over

what is going on.what is going on.

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Now you know the 90/10 Now you know the 90/10 Principle.Principle.

Apply it and you will be amazed at the Apply it and you will be amazed at the results. results.

You will lose nothing if you try it. You will lose nothing if you try it.

The 90/10 Principle is incredible. The 90/10 Principle is incredible.

Very few know and apply this Principle. Very few know and apply this Principle.

The result? The result?

You will see it for yourself!You will see it for yourself!

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Millions of people are suffering Millions of people are suffering

from undeserved stress, from undeserved stress,

trials, problems and headaches. trials, problems and headaches.

We all must understand We all must understand and apply the 90/10 and apply the 90/10 Principle. Principle. It can change your life! It can change your life!

… … Enjoy it...Enjoy it...

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It only takes It only takes willpowerwillpower to give to give ourselves permission to make ourselves permission to make the experience. the experience.

Absolutely everything we do, Absolutely everything we do, give, say, or even think, is like give, say, or even think, is like a Boomerang. a Boomerang.

It will come back to us... if we It will come back to us... if we want to receive it, we need to want to receive it, we need to learn to give it first... maybe we learn to give it first... maybe we will end with our hands empty, will end with our hands empty, but our heart will be filled with but our heart will be filled with love... and those who love life, love... and those who love life, have that feeling marked in have that feeling marked in their hearts…their hearts…

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Customer service Customer service importanceimportance

Organizations Organizations depend on customer depend on customer loyaltyloyalty..

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Importance of Customer Importance of Customer FeedbackFeedback

Involve client/customer as much as Involve client/customer as much as possible in discussion and possible in discussion and decisions affecting service.decisions affecting service.

Provide opportunity for Provide opportunity for client/customer to comment, make client/customer to comment, make suggestions or suggestions or complaincomplain about about service. service.

Allows us to pinpoint our weaknessesAllows us to pinpoint our weaknesses

Enables us to make continuous Enables us to make continuous improvements to meet needs and improvements to meet needs and expectations. expectations. Costco

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Customer service Customer service challengeschallenges

Competitive __________Competitive __________

More ________ More ________

Customers’ needs are Customers’ needs are ________________

Customers expect _____Customers expect _____

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Competitive Competitive advantageadvantage

More ________ More ________



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More More choiceschoices



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Customers’ needs are Customers’ needs are changingchanging


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Customers’ needs are Customers’ needs are changingchanging

Customers expect Customers expect moremore

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_________ of _________ of customers and team customers and team membersmembers

_____ culture_____ culture

TechnologyTechnology

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DiversityDiversity of of customers and team customers and team membersmembers

_____ culture_____ culture


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DiversityDiversity of of customers and team customers and team membersmembers

LeanLean culture culture


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Becoming the ultimate service Becoming the ultimate service providerprovider

10 keys to customer service10 keys to customer service1.1. Big picture thinkingBig picture thinking

2.2. Positive attitude Positive attitude

3.3. DesireDesire

4.4. OptimismOptimism

5.5. DisciplineDiscipline

6.6. Polite persistencePolite persistence

7.7. SinceritySincerity

8.8. CompassionCompassion

9.9. PassionPassion

10.10. All the above All the above

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Customer Service—The Customer Service—The DisneyDisney WayWay

Every business is “Show Business”Every business is “Show Business”

Create your showCreate your show

Understand customer-centric Understand customer-centric organizationorganization

Extended orientationExtended orientation

Develop an action plan to begin your Develop an action plan to begin your journeyjourney

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Show BusinessShow Business Everyone has a part in the showEveryone has a part in the show

Guests should feel they’re a part of Guests should feel they’re a part of the showthe show

Is the show set enhancing the Is the show set enhancing the experience?experience?

Does everyone know how their role Does everyone know how their role contributes to the experience?contributes to the experience?

Disney’s #1 rule first day on jobDisney’s #1 rule first day on job -“treat -“treat your customers as you would guests in your customers as you would guests in your own home. And never ever refer to your own home. And never ever refer to them as customers; they are your guests.”them as customers; they are your guests.”

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Customer ServiceCustomer Service—The —The DisneyDisney Way Way

Listen to their dreams/ problems/ Listen to their dreams/ problems/ needs as if they were guests in your needs as if they were guests in your homehome

Get their feedback – what is Get their feedback – what is considered exceptional service?considered exceptional service?

How easy is it to do business with us?How easy is it to do business with us?

Make their perceptions reality.Make their perceptions reality.

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Customer Service—The Customer Service—The DisneyDisney WayWay

Disney Success FormulaDisney Success Formula (priorities):(priorities):

1.1. Begins with the employeeBegins with the employee

2.2. Quality service for guestsQuality service for guests

3.3. Quality business experience Quality business experience (profitable)(profitable)

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Health CareHealth CareCustomer ServiceCustomer Service

Biggest patient concerns…Biggest patient concerns…1.1. Urgency Urgency – be prompt, find solutions– be prompt, find solutions

2.2. Uplifting positive experienceUplifting positive experience - - friendlyfriendly

3.3. Transparency/communicationTransparency/communication – – lack of lack of confusion, jargon, acronymsconfusion, jargon, acronyms

4.4. AccessibilityAccessibility – – 24/724/7 easy to contact, answer easy to contact, answer questionsquestions

5.5. Simple paperworkSimple paperwork - - billing / claim processbilling / claim process

6.6. EducateEducate – awareness, understanding, resources– awareness, understanding, resources

* 2006 Healthcare Financial Management Association – David C. Hammer* 2006 Healthcare Financial Management Association – David C. Hammer

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Health CareHealth CareCustomer ServiceCustomer Service

How to improve it…How to improve it…

1.1. TrainingTraining

2.2. SurveysSurveys

3.3. HiringHiring

4.4. Employee FeedbackEmployee Feedback

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Customer Service Customer Service for Social Workersfor Social Workers

1.1. Care, Protect and SupportCare, Protect and Support- Help them take responsibility for and control over their - Help them take responsibility for and control over their

liveslives- Provide consultation- Provide consultation- Partnerships with care givers, other organizations- Partnerships with care givers, other organizations

2.2. Provide standards of commitmentProvide standards of commitment- Dignity, Privacy/confidentiality, Choice, Safety, Realizing - Dignity, Privacy/confidentiality, Choice, Safety, Realizing

potential, Equality and diversity potential, Equality and diversity

3.3. Clarify patient rights Clarify patient rights – to their information, etcetera– to their information, etcetera

4.4. Provide easy access to servicesProvide easy access to services - advocacy, information, education, employment- advocacy, information, education, employment

5.5. Encourage FeedbackEncourage Feedback- improvement through meeting needs and expectations- improvement through meeting needs and expectations

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The CustomerThe Customer

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Lost Customer: Potential Lost Customer: Potential Cost Due To Service FailureCost Due To Service Failure

Two factors involved in calculating Two factors involved in calculating the potential cost of a lost customer the potential cost of a lost customer due to service failure: due to service failure:

a. The average Customer Lifetime Value a. The average Customer Lifetime Value (CLV) (CLV)

b. The ripple effect b. The ripple effect

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Lost Customer: CLVLost Customer: CLV

Customer Lifetime Value = average Customer Lifetime Value = average amount one customer/client is worth amount one customer/client is worth over a lifetime. It involves three over a lifetime. It involves three components: components:

1.1. The average dollar amount per transaction/visit The average dollar amount per transaction/visit

2.2. The average number of visits/transactions per The average number of visits/transactions per year year

3.3. The average number of years a customer/client The average number of years a customer/client remains in a business’s primary target group remains in a business’s primary target group

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Lost Customer: CLVLost Customer: CLVExampleExample: :

Assume an average dollar amount per Assume an average dollar amount per transaction/visit of $50.00, and an average transaction/visit of $50.00, and an average of 12 visits per year per client. of 12 visits per year per client. The average The average annual value of a customer, therefore, is annual value of a customer, therefore, is $50 x 12 or $600.00 per year. $50 x 12 or $600.00 per year.

Now assume that the average Now assume that the average customer/client remains in the store’s customer/client remains in the store’s primary target group for 12 years. The primary target group for 12 years. The Customer Lifetime Value, therefore, is the Customer Lifetime Value, therefore, is the annual value, ($600.00), multiplied by 12 annual value, ($600.00), multiplied by 12 years, equaling $7,200.00 years, equaling $7,200.00

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Lost Customer: Lost Customer: Ripple EffectRipple Effect

The Ripple Effect is the impact of a The Ripple Effect is the impact of a service failure beyond the initial incident.service failure beyond the initial incident.

The average customer experiencing a The average customer experiencing a service failure will tell 9-10 people about service failure will tell 9-10 people about the experiencethe experience

They will tell only 1/2 as many about They will tell only 1/2 as many about service which exceeded their service which exceeded their expectations. expectations.

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Lost Customer: Lost Customer: Ripple EffectRipple Effect People avoid businesses they have heard People avoid businesses they have heard

negative things about, and patronize negative things about, and patronize businesses they have heard positive things businesses they have heard positive things about. about.

Worst case scenarioWorst case scenario: a customer has a : a customer has a negative experience, they tell 10 people. All negative experience, they tell 10 people. All 10 people are also in the primary target 10 people are also in the primary target group and all 10 choose to avoid the store. group and all 10 choose to avoid the store. The CLV is now multiplied by 11 (The CLV is now multiplied by 11 (the initial the initial customer, plus the ten otherscustomer, plus the ten others). ).

Ripple EffectRipple Effect = the potential cost of a = the potential cost of a single service failure over a twelve year single service failure over a twelve year period is as high as $79,200.00period is as high as $79,200.00. .

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Internal & external Internal & external customerscustomers

Internal Internal Customers Customers anyone ________ anyone ________

the organization the organization

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Internal Internal Customers Customers anyone anyone withinwithin

the organization the organization

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External External CustomersCustomers anyone _______ anyone _______

the the organizationorganization

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External External CustomersCustomers anyone anyone outsideoutside

the the organizationorganization

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Equally Equally important and important and ______ to ______ to organization’s organization’s _________._________.

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Equally Equally important and important and vitalvital to to organization’s organization’s survivalsurvival..

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Clients/Clients/CustomersCustomers

NeedsNeeds

Desires Desires

___________ ___________

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Clients/Clients/CustomersCustomers

NeedsNeeds

Desires Desires

ExpectationsExpectations

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Importance of Customer Importance of Customer ExpectationsExpectations

Make a commitment to the client/customer and Make a commitment to the client/customer and to yourselfto yourself

Keep a standard your client/customer will come Keep a standard your client/customer will come to expectto expect

Provide support and answer questions whenever Provide support and answer questions whenever necessarynecessary Provide full explanations and use active listening to Provide full explanations and use active listening to

make sure your message is clearmake sure your message is clear

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ExpectationsExpectations Customer Customer

expectations:expectations:

Re_______Re_______

Re__________Re__________

T____________ T____________

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ReReliableliable

Re__________Re__________

T____________ T____________

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ReReliableliable

ReResponsivesponsive

T____________ T____________

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ReReliableliable

ReResponsivesponsive

TTrustworthyrustworthy

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Customer expectationsCustomer expectations

P________P________

P___________P___________

C__________C__________

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PPersonalersonal

P___________P___________

C__________C__________

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PPersonalersonal

PProfessionalrofessional

C__________C__________

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PPersonalersonal

PProfessionalrofessional

CConvenienceonvenience

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How to exceed How to exceed expectationsexpectations

Transform ordinary to Transform ordinary to extraextraordinaryordinary

Consistency of service Consistency of service

Keep client/customers’ interests firstKeep client/customers’ interests first

Continuous improvementContinuous improvement

Positive “can-do” attitudePositive “can-do” attitude

TrainingTraining

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MaslowMaslow''ss hierarchyhierarchy ofof

needsneeds pyramidpyramid

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MaslowMaslow''ss hierarchhierarch

yy ofof needsneeds

pyramidpyramid

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Maslow’s Maslow’s Pyramid of Pyramid of Customer Customer ServiceServiceCreate Evangelism

Create Loyalty

Create Satisfaction

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CustomersCustomers

Company is Company is dependent on the dependent on the customercustomer

They are the reason They are the reason for your workfor your work

They are part of the They are part of the businessbusiness

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CustomersCustomers

Don’t Don’t __________ with with themthem

Deserve cDeserve c______________ treatmenttreatment

They are the They are the ll____________ of the of the businessbusiness

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CustomersCustomers

Don’t Don’t ArgueArgue with with themthem

Deserve cDeserve c______________ treatmenttreatment


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CustomersCustomers


Deserve Deserve ccourteousourteous treatmenttreatment


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CustomersCustomers


Deserve Deserve ccourteousourteous treatmenttreatment

They are the They are the llifebloodifeblood of the of the businessbusiness

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The Customer The Customer ExperienceExperience

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From the HeartFrom the Heart Serve your customers from the heartServe your customers from the heart Make each customer’s day specialMake each customer’s day special Treat them like guests in your homeTreat them like guests in your home Find new creative ways to engage themFind new creative ways to engage them Always continue to improve your processAlways continue to improve your process Listen to your customersListen to your customers Become a problem solverBecome a problem solver Revisit your vision, valuesRevisit your vision, values Create an environment where mutual Create an environment where mutual

respect and trust abound, so people know respect and trust abound, so people know they are respected and trusted they are respected and trusted

Create a physical environment that Create a physical environment that complements the experiencecomplements the experience

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Why Customers LeaveWhy Customers Leave

Seek out Customer’s Perspective!

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Stew Leonard’s Stew Leonard’s LessonLesson

on Customer on Customer ServiceService Egg-Nog storyEgg-Nog story

TRUST…"Rule #1 –The Customer is Always Right"; TRUST…"Rule #1 –The Customer is Always Right"; Rule #2 – If the Customer is Ever Wrong, Re-Read Rule #2 – If the Customer is Ever Wrong, Re-Read Rule #1."Rule #1."

This principle is so essential to the This principle is so essential to the foundation of the company that it is foundation of the company that it is etched in a three-ton granite rock in etched in a three-ton granite rock in front of each store.front of each store.

““Fresh” Fish story - customer Fresh” Fish story - customer perspectiveperspective

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Critical componentsCritical componentsof a customer experienceof a customer experience

1.1. Service providersService providers

2.2. Benefits of productsBenefits of products

3.3. Physical Physical environmentenvironment

4.4. ProcessesProcesses

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InteractionInteraction Customer service Customer service

influences influences customer customer ______________________

________ skills are ________ skills are very importantvery important

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influences influences customer customer perceptionperception

________ skills are ________ skills are very importantvery important

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influences influences customer customer perceptionperception

PeoplePeople skills are skills are very importantvery important

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Customer experienceCustomer experience W_______ the customerW_______ the customer

L_______ attentivelyL_______ attentively

Meet n_____Meet n_____

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Customer experienceCustomer experience WWelcomeelcome the customer the customer

L_______ attentivelyL_______ attentively


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LListenisten attentively attentively


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LListenisten attentively attentively

Meet nMeet needseeds

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Customer experienceCustomer experience

Offers assistanceOffers assistance

Respects as personRespects as person

T____s the customerT____s the customer

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Customer experienceCustomer experience

Offers assistanceOffers assistance

Respects as personRespects as person

TThankhanks the customers the customer

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Delivering an Delivering an Excellent Excellent Customer Customer

ExperienceExperience

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Communication impactCommunication impact Body Language - __%Body Language - __%

- open gestures open gestures - noddingnodding- warm smile warm smile - focus focus - eye contact eye contact - leaning forward leaning forward - groominggrooming

100100100100

Communication impactCommunication impact Body Language - Body Language - 5555%%

- open gestures open gestures - noddingnodding- warm smile warm smile - focus focus - eye contact eye contact - leaning forward leaning forward - groominggrooming

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Communication impactCommunication impact

How we speak – __%How we speak – __% calm, calm, caring, caring, helpful, helpful, enthusiastic enthusiastic

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How we speak – How we speak – 3838%% calm, calm, caring, caring, helpful, helpful, enthusiastic enthusiastic

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Words we use – _%Words we use – _% empathyempathy praise praise yes yes customer namecustomer name

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Words we use – Words we use – 77%% empathyempathy praise praise yes yes customer namecustomer name

105105105105

Excellent Excellent ServiceService

WelcomeWelcome

Communication styleCommunication style

O___-_____ questionO___-_____ question

106106106106

Excellent Excellent ServiceService

WelcomeWelcome

Communication styleCommunication style

OOpenpen--endedended question question

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Excellent serviceExcellent service Offer s_______Offer s_______

Always t____ themAlways t____ them

Review scenarioReview scenario

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Excellent serviceExcellent service Offer sOffer solutionsolutions

Always t____ themAlways t____ them


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Excellent serviceExcellent service Offer sOffer solutionsolutions

Always tAlways thankhank them them


110110110110

Converting Converting complainers to complainers to

loyal customersloyal customers

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Why customers leave organizationsWhy customers leave organizations

Why Customers Leave

Poor Customer Service

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Dealing with Customer Dealing with Customer ComplaintsComplaints

1.1. ListenListen – never interrupt the customer – never interrupt the customer

2.2. Be openBe open – don’t assume the customer is wrong – don’t assume the customer is wrong until you hear what they have to sayuntil you hear what they have to say

3.3. Don’t resistDon’t resist – –

Bad CommentsBad Comments

I don’t know what we can do about that.I don’t know what we can do about that.

I’m not sure if we can help you.I’m not sure if we can help you.

Good CommentsGood Comments

I’m sorry you’ve experienced this problem.I’m sorry you’ve experienced this problem.

Let me get some more information so we can get this Let me get some more information so we can get this resolved.resolved.

You and the complaining customer both want the same You and the complaining customer both want the same thing…thing…

to resolve the problem!to resolve the problem!

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4.4. Identify the problemIdentify the problem – get clarification using – get clarification using open ended questionsopen ended questions

5.5. Be empatheticBe empathetic – “I know how you feel” – it – “I know how you feel” – it provides reassuranceprovides reassurance

6.6. ApologizeApologize – acknowledgement develops trust – acknowledgement develops trust and confidenceand confidence

7.7. Ask how you can resolve the problemAsk how you can resolve the problem What they want might be much simpler than what What they want might be much simpler than what

you thoughtyou thought

Be creative - Turn the problem into the solution Be creative - Turn the problem into the solution (Stew Leonard’s Fresh Fish)(Stew Leonard’s Fresh Fish)

8.8. Be promptBe prompt – if you have empowerment the – if you have empowerment the more likely the customer is satisfiedmore likely the customer is satisfied Prolonging the resolution creates frustrationProlonging the resolution creates frustration

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9.9. Keep the customer informedKeep the customer informed – update them on – update them on the progress of the resolutionthe progress of the resolution

10.10.Be very clear about the resolutionBe very clear about the resolution

Don’t leave out a single detailDon’t leave out a single detail

Meet expectations as a minimumMeet expectations as a minimum

11.11.Future customer serviceFuture customer service

Problem will be eliminated in futureProblem will be eliminated in future

Provides reassurance – makes them feel importantProvides reassurance – makes them feel important

12.12.Say Thank YouSay Thank You

13.13.Follow-upFollow-up

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ComplaintsComplaints Breakdown of Breakdown of

product or serviceproduct or service

Expectations not Expectations not metmet

Customer didn’t Customer didn’t follow follow instructionsinstructions

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ComplaintsComplaints Resolve the situationResolve the situation

Provide what is Provide what is requestedrequested

Offer a________Offer a________

Strengthen r__________Strengthen r__________

C_______ the C_______ the complainercomplainer

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Offer aOffer alternativeslternatives

Strengthen r__________Strengthen r__________


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Strengthen Strengthen rrelationshipelationship


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Strengthen Strengthen rrelationshipelationship

CConvertonvert the the complainercomplainer

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Are complainers worth Are complainers worth the effort?the effort?

Existing Existing customer are customer are less ________ less ________ than new onesthan new ones

Increases _____ Increases _____

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Existing Existing customer are customer are less less expensiveexpensive than new onesthan new ones

Increases _____ Increases _____

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Existing Existing customer are customer are less less expensiveexpensive than new onesthan new ones

Increases Increases loyaltyloyalty

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Building relationshipsBuilding relationships

L____ to the customerL____ to the customer

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LListenisten to the customer to the customer

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Primary Learning Primary Learning StylesStyles

AAuditoryuditory

VVisualisual

KKinestheticinesthetic

Don’t know?—take a Don’t know?—take a blendedblended approachapproach

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Active Listening Means…

“Seek first to _____________,

then to be _____________.”Stephen R. Covey

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Active Listening Means…

“Seek first to understand,

then to be understood.”Stephen R. Covey

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4 Steps to Active ListeningStep 1—Step 1—

ParaphraseParaphraseStep 2—Step 2—

Ask questionsAsk questions

Step 3—Step 3—

Use “I” Use “I” statementsstatements

Step 4—Step 4—Monitor body Monitor body

languagelanguage

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4 Steps to Active ListeningStep 1—Step 1— Step 2—Step 2—

Step 3—Step 3— Step 4—Step 4—

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Step 3—Step 3—


Step 4—Step 4—

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Step 3—Step 3—


Step 4—Step 4—Monitor body Monitor body

languagelanguage

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Barriers to Active Listening

• Mind reading

• Interrupting

• Rehearsing

• Filtering

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4 Steps to Active ListeningStep 1—Step 1— Step 2—Step 2—


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Building relationshipsBuilding relationships ApologizeApologize

Don't make excusesDon't make excuses

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Provide o_____Provide o_____

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Provide oProvide optionsptions

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Always th____ the customerAlways th____ the customer

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Always thAlways thankank the customer the customer

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After all we’ve After all we’ve learned…learned…

consider this.consider this.

If only 5 to 10 percent of dissatisfied If only 5 to 10 percent of dissatisfied customers actually take the time to customers actually take the time to complaincomplain

90 to 95 percent of service failures 90 to 95 percent of service failures remain unreportedremain unreported

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After all we’ve learned…After all we’ve learned…consider this.consider this.

Each complaint typically represents 10-Each complaint typically represents 10-20 unrecovered service failures20 unrecovered service failures

Each unrecovered service failure can Each unrecovered service failure can represent as much as $79,200 in lost represent as much as $79,200 in lost revenue over twelve yearsrevenue over twelve years

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After all we’ve learned…After all we’ve learned…consider this.consider this.

A manager who receives a complaint, A manager who receives a complaint, therefore, can assume that a single therefore, can assume that a single complaint has the potential of complaint has the potential of representing 10-20 negative incidents…orrepresenting 10-20 negative incidents…or

$792,000 to $1,584,000 in lost revenue $792,000 to $1,584,000 in lost revenue over a twelve year periodover a twelve year period

When a customer complains – take it When a customer complains – take it seriously!seriously!

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Please be sure to complete and Please be sure to complete and leave the evaluation sheet leave the evaluation sheet

you received with your you received with your handouts. handouts.

Thank you for your attention Thank you for your attention and interest!and interest!

Cust Svc Exceeding Exp Ppt

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