HOSPITA
LITY
HOSPITA
LITY……
Mounta
inee
r Sty
le
Mounta
inee
r Sty
le
Organization Stress
Shrinking Brand Loyalty
Increased Price Sensitivity
Heightened Competition
Increasing Customer Knowledge
Demanding Customers
Symptoms of Today’s Business Challenges
TODAY’S ECONOMY IS COMING BACK …BUT NOT LIKE IT WAS
Will today’s customer Will today’s customer buy from you or your buy from you or your
competition?competition?
“There’s no good just being better…you have got to be
different.” Charles Handy
Today’s Customers are Revolting...Excuse Me…Excuse Me…Enough is Enough is EnoughEnough!!
Today’s Customers Are Keeping Score
...and sharing their scores!
Why We Give Bad Service• We don’t understand the purpose of being in
business.• We don’t understand customers.• We don’t understand what business we’re in.
You aren’t in the coffee business serving people.
You’re in the people businessserving coffee.
Howard Schultz, Starbucks
THE F
IRST
STEP
Is Des
ire
IT’S A CHOICEYou can create GREAT service if you want to –
but you have to WANT TO.However, you have to give up your excuses
first.Ask yourselves this question:
Why aren’t we giving it all we’ve got?Decide to put some OOMPHOOMPH into your
ordinary!
Service is a process…not an event!The beginning of the customer
relationship impacts the ending.How many hands do your
customers pass through in the service cycle?
Service Cycle
START
WIT
H
THE R
IGHT
PEOPL
E
Can you afford me?
START
WIT
H
THE R
IGHT
PEOPL
E
How about me?
Customer Service Is…
Attitude
Technique
What Is Customer Service Attitude?
The inherent ability to look at every Customer interaction as an opportunity
to create a smooth, seamless and memorable service experience.
THE PEOPLE WHO REPRESENT YOUR BUSINESS...
Have to genuinely enjoy people Must be active, energetic, outgoing Must be willing to serve Must demonstrate a sense of
urgency Must have non-discriminatory
attitudes about other people
It’s Not Easy To Teach Someone to…smile
be friendlywant to servebe personable
What you can do is hire people who have those qualities and then teach them
about your products, services, expectations and service culture.
Five Core Principles Of Customer Care
1.To customers, frontline representatives ARE your company.
2.Employee Satisfaction Matters; directly impacts employees’ service to customers
3.Show customers they are valued…never assume.
4.Internal customer care is as important as external customer care.
5.Train your staff to deliver great service – and hold them accountable.
Principle #1: To Customers, Frontline Representatives ARE Your Company. Do frontline employees view themselves
as ambassadors?Are they trained in communication skills?Are they empowered to satisfy the
customer on-the-spot?Are you aware of the various customer
touch- points that occur in your organization?
"An empowered organization is one in which
individuals have the knowledge, skill, desire, and opportunity to personally
succeed in a way that leads to collective organizational success.“
Stephen R. Covey, Principle - Centered Leadership
Principle #2: Employee Satisfaction Matters – Directly Impacts Employees’ Service To Customers What is the turnover rate for our customer-
facing employees? How do you measure employee satisfaction
and motivation? When employee satisfaction is low, what do
you do about it? Do performance issues in your organization
stem from an employee’s attitude or from his/her skill level?
Principle # 3: Show Customers They Are Valued. Never Assume They Know It.
If you were a customer of your company, would you feel valued?
When closing a call or other type of customer transaction, are employees expected to thank customers for their business?
Do customer-facing employees understand the importance of earning a customer’s loyalty?
HUMANIZE
THE
Custom
er E
xper
ience
Customer Service is the New MarketingCustomer Service is the New MarketingCustomer Service is the New MarketingCustomer Service is the New Marketing
Principle # 4: Internal Customer Care Is As Important As External Customer Care.
Do employees know who their internal customers are?
Are employees’ measured on the service they provide to internal customers?
Do they recognize that everyone in the organization is a service provider?
Sometimes…you have to fake it until you make it.
Principle # 5: Train Your Staff To Deliver Great Service – And Hold Them Accountable.Do employees know what’s expected of
them?Do they have the knowledge, skills and
competencies to provide great service to internal and external customers?
Do supervisors and managers provide regular, constructive and skilled coaching to employees?
Are employees rewarded for their success?
Bed-rock of Business Success…Clear Expectations for Your TeamDo they know…• what to do?• how to do it?• why they are doing it?• how they will be measured?• when you want it done?
Do they want to do it for…• themselves?• your business?• your customers?
BREAK TIME
•1st Impressions
•Answer the “knock at the door” of a ringing phone line
•Smile in advance
•Enthusiastic greeting
•Speak slowly and clearly
•Give your name
•Ask: “How may I help you?”
•Ask if caller can hold…and wait for a response
•Thank callers
•Ask: “Is there anything else I can help you with?”
The Telephone Is Your Storefront Window
• Don’t allow your “foul mood” or your coworkers to carry over• Hanging up on a caller first • Your company doesn’t return phone calls or voice mail messages. (Call customers back promptly or have calls returned on your behalf.)
• Rush callers• Vent to callers
• Place callers on hold without asking them first.• Place callers on a speaker phone without asking permission first?• Eat, drink or chew gum.• Hold side-bar conversations• Reassure callers• Personal phone calls/ text on company time
Telephone Taboos
You CANNOT...Not Make A First Impression!
We are judged by people through what we say, how we say it, our
body language, facial expressions, our tone of voice, and the way we
answer the phone.Your company is judged by the way
your telephone is answered.
If you only get one chance to make a good first impression how...
enough are you to plan what happens in this important
moment?
•Know Me•Understand Me•Lead Me•Help Me
•Serve Me•Respect Me•Thank Me•Surprise Me
Customer Expectations
Match our associates unknown expectations With our unknown capabilities
Wouldn’t it be nice to....?
Customer’s Perception…is “The Perception”
Senses Impact Customer Perception
What
Customers See
What Customers
Smell
What
Customers Hear
What Customers
Touch
Will Customers talk + or – about their
experience with you?
IS YO
UR TEAM
TRAIN
ED TO
HANDLE D
IFFIC
ULT
CUSTOMERS?
WHOSE
CONVENIENCE…
THE
Custom
er’s
or t
he Com
pany’
s
ARE YOU
LISTE
NING
LISTE
NING T
O…
CUSTOM
ERS?
ARE
YOU
HEARIN
G?
HEARIN
G?
ARE YOU RESPONDINGRESPONDING?
Or…
“Executives say that the way their organizations interact with
customers will be the greatest challenge in their operations.”
Economist Intelligence Unit – Business 2010
Your competition is waiting for your customers to become
dissatisfied with your lack of customer service.
We will always be defined in the marketplace by what our customers say
about us.
JUMP
HIGHER
RAISE T
HE BAR
RIS
E TO
THE
BE YOUR
OWN
COMPET
ITIO
N
BE AN E
NEMY
OF
THE
STATU
S QUO
TAKE
ACTION…
NOT NOTE
S
TAKE AWAYS• Creating and Sustaining a Service Culture is
not an option, it’s a necessity for survival.• When you reduce your sphere of control you can
increase your sphere of influence.• Demonstrating “The Customer Experience,” starts
with YOU!• Smash the silos.• Knowing and doing are not the same.• Take your shoes off before walking in the customer’s
shoes.
Your CVB…“One-Stop Resource Shop” for Community Information
GREATER MORGANTOWN WEST VIRGINIA
Greater Morgantown Convention & Visitors Bureau 1-800-458-7373 1-800-458-7373 • 68 Donley Street, Morgantown, WV 26501
Free Downloads: E-Newsletter, Visitors Guide, DVD Download, E Postcard, 101 Things To Do and 25 Things To Do
Please keep “FiveStar…on your Mind.”
Hospitality…Mountaineer StyleHospitality…Mountaineer StyleBring it on!Bring it on!
2092 S. Sherwood Drive, Valdosta, GA 31602
www.fivestarcustomerservice.com
Home: 229/249-0166 – Cell: 229/563-7482 – [email protected]
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