Customer Service Excellence Frank Besednjak The Training Source, Inc.

Customer Service ExcellenceCustomer Service ExcellenceCustomer Service ExcellenceCustomer Service Excellence

Frank BesednjakFrank Besednjak

The Training Source, Inc.The Training Source, Inc.

I want to take a moment to I want to take a moment to thank God for giving me the thank God for giving me the

ability to help othersability to help others

Memberships:Memberships:

The Training Source, Inc.Great Ideas for Great People!

Frankly SpeakingFrankly Speaking Scattered throughout Scattered throughout

the presentationthe presentation Pay attentionPay attention Ask questionsAsk questions You may actually learn You may actually learn

something and have something and have fun doing itfun doing it

Please fill out the end Please fill out the end of course surveyof course survey

Have Fun! Have Fun! Life doesn’t have to suckLife doesn’t have to suck

The Training Source, Inc.www.training4contractors.comwww.hvactraining.com

'The difference between genius and stupidity is that genius has its limits.'

-- Albert Einstein

Let’s look at Electrical SafetyLet’s look at Electrical Safety

lockout.pptlockout.ppt


Something to ponderSomething to ponder

..\..\Desktop\High Performance\11 did you ..\..\Desktop\High Performance\11 did you know.wmvknow.wmv

Let’s Begin. . . ObjectivesLet’s Begin. . . Objectives Acknowledge and believe that performance Acknowledge and believe that performance

excellence is a top priorityexcellence is a top priority Identify behaviors that need to be replicatedIdentify behaviors that need to be replicated Create and identify routines that drive customer Create and identify routines that drive customer

service excellenceservice excellence Believe and promote the fact that you must Believe and promote the fact that you must

provide legendary serviceprovide legendary service Understand the fundamentals of success in Understand the fundamentals of success in

customer servicecustomer service Keep loyal customers satisfiedKeep loyal customers satisfied

What are your top objectives as What are your top objectives as an employee of the company?an employee of the company?

1.1.Generate a profitGenerate a profit

2.2.Providing high quality products and Providing high quality products and servicesservices

3.3.Protect the interests of the companyProtect the interests of the company

4.4.Gain customer loyaltyGain customer loyalty

Two Main Principles of SuccessTwo Main Principles of Success

1.1. Loyal Customers + Loyal, Productive Loyal Customers + Loyal, Productive Employees = Company SuccessEmployees = Company Success

2.2. That which gets measured improves. That which gets measured improves. But, that which gets measured But, that which gets measured continuously, improves exponentially.continuously, improves exponentially.

So, why is this important to So, why is this important to me??me??


• Loyal, happy customers = no complaints and increased business

• No complaints and increased business = happy management

• Happy management = happy employees• Happy employees drive great customer

experiences• Great customer experiences = loyal happy

customers

Principles of Success

What do you consider a loyal What do you consider a loyal customer?customer?

They will only call you, no matter whatThey will only call you, no matter what They consider you more than a business They consider you more than a business

associate, you have a relationshipassociate, you have a relationship They want you to do well and succeedThey want you to do well and succeed They will always recommend youThey will always recommend you In fact some of them may be considered In fact some of them may be considered

fansfans

Imagine a customer that is so Imagine a customer that is so pleased and overwhelmed with pleased and overwhelmed with your service and the experience your service and the experience

they had, that they become a they had, that they become a hard-core fanhard-core fan


Keep Them HappyKeep Them Happy

Customer retention is importantCustomer retention is important It costs 7-10 times more to acquire a new It costs 7-10 times more to acquire a new

customer than to keep an existing onecustomer than to keep an existing one Delivering excellence and measuring your Delivering excellence and measuring your

quality is no longer optionalquality is no longer optional The best businesses do it and customers The best businesses do it and customers

expect itexpect it Execution is paramountExecution is paramount

Customers demand near-perfect executionCustomers demand near-perfect execution

Customer Satisfaction FormulasCustomer Satisfaction Formulas

Level of Customer Satisfaction = What a Level of Customer Satisfaction = What a customer perceives they really get, minus customer perceives they really get, minus what a customer expected to get what a customer expected to get



Customer Sacrifice = What a customer Customer Sacrifice = What a customer wants minus what a customer settles forwants minus what a customer settles for


Customer Experience Management = Customer Experience Management = What a company delivers vs. what a What a company delivers vs. what a company has promisedcompany has promised

LetLet’s talk about value . . . And how customers perceive it

Japanese Kobe A5 6 Japanese Kobe A5 6 ounce filet -ounce filet -

$190$190 Appetizer - $32Appetizer - $32 Baked potato - $19Baked potato - $19 Small Salad - $14Small Salad - $14 Wine - $20Wine - $20

TOTAL Bill = $275TOTAL Bill = $275

What is Kobe beef?Kobe beef is a truly high-end luxury. Cuts of this meat are upwards

of $100 bucks a pop, much of this cost due to the slow, organic manner in which the cattle are raised. Kobe beef comes only from a

Japanese black-haired breed called Wagyu cattle ("wa-" means "Japanese," and "gyu" means "cattle." Kobe is so highly marbled that the fat seems almost as prominent as the lean. However, this is the "good," unsaturated fat, and well worth the occasional indulgence.

What makes it so special?Kobe beef, or the Wagyu cattle, are fed organic grains, Japanese

beer, and even sake mash. Some Japanese farmers reportedly even brush sake on their cattle's coats, in the belief that this will soften their skin and improve the quality of the meat. While this concept

may be debatable at best, it illustrates the care and respect given to the cattle as they are being raised.

How does Kobe beef taste?When it's cooked right, a filet mignon of Kobe beef is utterly

transcendent. Juicy, buttery, with a melt-in-your-mouth quality that puts even prime rib to shame, Kobe beef epitomizes luxury food.

You shouldn't even need to use a steak knife; it's that tender. There is a subtle sweetness to Kobe beef that makes even sirloin burgers

perfect without ketchup.

What is it that drives people to What is it that drives people to spend more money on some things spend more money on some things

versus other things?versus other things?

Abraham Maslow's hierarchy of needs

Frankly SpeakingFrankly Speaking Customers expect near Customers expect near

perfect executionperfect execution The more it costs the The more it costs the

more near perfect the more near perfect the experience should beexperience should be

People want to feel People want to feel good about the value of good about the value of the experiencethe experience

Make it legendaryMake it legendary

What Makes Legendary Service?What Makes Legendary Service?

• Personal Attention• Introduction and names

• Communicating professionally and explain what you are doing

• Respect and appreciation

• Looking and acting as a professional

• Practice makes perfect


TEAMWORK

How many customers have you How many customers have you met that complain for absolutely no met that complain for absolutely no

reason at all?reason at all?

Top 6 Reasons Why Top 6 Reasons Why Companies Lose Customers Companies Lose Customers (Based on a Study by The American Society for Quality Control)(Based on a Study by The American Society for Quality Control)

# 6 - They Die (1%)# 6 - They Die (1%)

# 5 - They Moved (3%)# 5 - They Moved (3%)

# 4 - Influenced By Friends (5%)# 4 - Influenced By Friends (5%)

# 3 - Lured By Competition (9%)# 3 - Lured By Competition (9%)

# 2 - Dissatisfied With Product or # 2 - Dissatisfied With Product or Service (14%)Service (14%)

Number One Reason Why Number One Reason Why Companies Lose CustomersCompanies Lose Customers

68%68% Say they were turned Say they were turned

away by the attitude away by the attitude displayed on the part displayed on the part

of a company of a company employeeemployee

Alfred B. Sloan, Former Chairman of General Motors once said:

“The quickest way to profits is to serve the customer in the way the

customer wants to be served.”

It isn’t always about moneyIt isn’t always about money

In fact it may be something In fact it may be something very simple that makes all very simple that makes all

the differencethe difference

Decision Analysts, Inc. 2006

The Customer ExperienceThe Customer ExperienceYou’re the one who makes it You’re the one who makes it

happenhappen

Frankly SpeakingFrankly Speaking Franks 10 Franks 10

Rules on Rules on Keeping Keeping

Customers Customers LoyalLoyal

Frankly SpeakingFrankly Speaking 1. Never let 1. Never let personal needs, personal needs,

self-pride or self-pride or prejudices get in prejudices get in the way of doing the way of doing

what is right what is right for the customerfor the customer

Frankly SpeakingFrankly Speaking2. Appreciate 2. Appreciate

the customers’ the customers’ business – and business – and

tell them tell them through your through your work, your work, your

attitude and attitude and communicationcommunication

Frankly SpeakingFrankly Speaking4. Support 4. Support

your your products, products, your team your team members, members,

your your company and company and your industryyour industry

Frankly SpeakingFrankly Speaking5. Always look 5. Always look

for ways to make for ways to make it easier and it easier and

more pleasant to more pleasant to do business with do business with

youyou(be compared to a five (be compared to a five

star restaurant)star restaurant)

Frankly SpeakingFrankly Speaking

6. Listen 6. Listen to your to your

customerscustomers, get the , get the details details rightright

Frankly SpeakingFrankly Speaking7. Script out 7. Script out and practice and practice what you are what you are going to say going to say and how you and how you

are going to do are going to do itit


8. You 8. You don’t don’t know know

everythineverythingg


9. Remember, 9. Remember, nobody is nobody is perfect. perfect.

Sometimes Sometimes people screw people screw

upup


10. Don’t 10. Don’t ever be ever be afraid of afraid of

saying saying “I’m “I’m sorry”,sorry”, even even if it isn’t your if it isn’t your

faultfault

““You can get everything you You can get everything you want, if you help others get want, if you help others get

everything they want”everything they want”

Zig Ziglar once said . . . Zig Ziglar once said . . .

““There is only one boss. The customer, There is only one boss. The customer, and he can fire everybody in the and he can fire everybody in the

company from the chairman on down, company from the chairman on down, simply by spending his money simply by spending his money

someplace elsesomeplace else.. . . Sam Walton. . Sam Walton

Decide today what you want people to say Decide today what you want people to say when they see you, or hear your name.when they see you, or hear your name.

You will be known through your actions and You will be known through your actions and your wordsyour words

Be somebody that others want to be likeBe somebody that others want to be like Be LegendaryBe Legendary

Become LegendaryBecome Legendary

Be LegendaryBe Legendary

Customer Service Excellence Frank Besednjak The Training Source, Inc.

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