The Golden Rule of Customer Service ASQ Portland Section 0607
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Transcript of The Golden Rule of Customer Service ASQ Portland Section 0607
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The Golden Rule of Customer Service
ASQ Portland Section 0607
By Ed Landauer, C.Q.E., P.E. May 8, 2012
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Topics / AgendaIntroduction
First Impressions
Contrasting Lobbies
Steps to Take
Summary
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Golden Rule of Customer Service
“Treat your customers the way you would like to be treated.”
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Entrance to Fast Food Restaurant
7 signs on door or adjoining windows
All positive
Caution- Wet floor
Information at counters is positive
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Entrance to a Post Office12 feet from door to counter
12 “No” signs in this distance
“I feel negative” while waiting
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Call to Phone CompanyEnd of a hard day
Received first phone bill
Called Customer ServiceAnswered with the statement “How can I
make this the best part of your day?”
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Goal of First ImpressionMake the customer feel positive
Make the customer want to return
Have the customer tell others about you
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Contrasting LobbiesTwo manufacturing companies
Common safety/security issues
Enter into lobby area
Similar size
One lobby unattended/Other is attended
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Attended Lobby Area• Plain looking/no furniture
• Attendant behind plate glass window
• Sign –in sheet on counter
• Talk loud/attendant calls contact
• Contact brings badge
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Unattended Lobby AreaBrightly painted with small table and chair
Flower arrangement and candy on table
Phone and directory on table
Person greets you with a smile
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Comparison of LobbiesThought went into set-up of unattended lobby
Felt positive upon enteringWanted a continued relationship
Attended LobbyNot sure focus was on the customer Just wanted to get out
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Steps You Can takeEvaluate a customer’s first impression
Act like a customer
Call your company
Evaluate your website
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Steps You Can TakeAsk customers how they feel about contact
Are there recommendations for improvement
Continue to improve the process
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SummaryAre your customers happy with the first
impression of your company?
Have you evaluated the first impression?
Can you improve the first impression?
Are you willing to do it?
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Questions?