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Customer-Focused Service ABC Board Managers

Customer-Focused Service ABC Board Managers. Nicole Pinkham Senior Training Consultant npinkham@ati.aum.edu. Customer-Focused Service. is produced by a CUSTOMER-FOCUSED CULTURE. Is this a Customer-Focused Culture?.

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Customer-Focused Service ABC Board Managers

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  1. Customer-Focused ServiceABC BoardManagers Nicole Pinkham Senior Training Consultant npinkham@ati.aum.edu

  2. Customer-FocusedService is produced by aCUSTOMER-FOCUSED CULTURE

  3. Is this a Customer-Focused Culture?

  4. Make a list of the actions and attitudes that make this business known for “good customer service.” • Discuss some of the actions and attitudes on your list that exist in your store.

  5. You keep customers by delivering on your promises, fulfilling commitments and continually investing in the quality of your relationships. Brian Tracy Why is this important?

  6. The Lemonade Stand

  7. SMILE and MOVE It’s all about attitude and action.

  8. Perspective BEHAVIOR It is about Attitude and Action. BELIEFS VALUES THOUGHT PATTERNS

  9. Let’s “SMOVE”

  10. What is one aspect of your job that makes you smile?

  11. We Smile By…. • Being awake • Being thankful • Being approachable • Complaining less • Smiling, really

  12. Being Awake Attentive. Engaged. Interested.

  13. Being Thankful For what are you thankful? “I love the man that can smile in trouble, that can gather strength from distress, and grow brave by reflection.” Thomas Paine

  14. Being approachable • Making ourselves readily accessible to others • Smiling with an internal and authentic smile that can be felt by those with whom we interact

  15. Complaining less • The 3:1 positivity ratio • It’s all relative Strive to be “complainless.”

  16. Benefits of Being “Complainless” • Greater creativity and increased intuition • Better cardiovascular health and reduced risk of stroke • Increased resilience and happiness

  17. Smiling, really Smile: (n) • a facial expression in which the eyes brighten and the corners of the mouth curve slightly upward • a pleasant or encouraging appearance

  18. Traffic Spouse issues Closing time Lunch Family events Home responsibilities Breakfast Fatigue Personality quirks Employee conflicts Mission and vision Values Co-workers Public Service staff Job responsibilities Opportunities Interpersonal skills Innovation Team work When you come to work each day,what is on your mind?

  19. Smiling, really Pleasant people are more enjoyable than those who aren't. Smiles are contagious. It’s no myth…it’s biology. Ideas to make smiling a habit in your world?

  20. Benefits of Smiling • Better mood • Boosts immune system • Universal • Uses 5 to 53 facial muscles • More attractive than make-up • Relieves stress • Lowers blood pressure • Makes face look younger • Releases endorphins and serotonin

  21. We Smile By…. • Being awake - Observer • Being thankful - Grateful • Being approachable - Open door • Complaining less - Positive • Smiling, really - Authentic

  22. SMILE and MOVE It’s all about attitude and action. "What we think or what we know or what we believe is, in the end, of little consequence. The only consequence is what we do"- John Ruskin

  23. LET’S MOVE…

  24. We Move By…. • Starting early and going the extra mile • Going beyond expectations • Having a sense of urgency • Being resourceful and resilient

  25. Starting early and going the extra mile • Sends a message of purpose, commitment and respect • Assures best results over time • Means getting lost in your service to others Give more and you will enjoy more.

  26. Going beyond expectations • Dismisses mediocrity • Provides for moments of wonderful • Creates “peak” experiences Sometimes it’s the small things that have the biggest impact on the results.

  27. Having a sense of urgency Make every moment…count. When we are moving, the objective is to minimize others’ wait time. It’s to predict and pre-sweat the details for others …every time.

  28. Being resourceful and resilient (with no excuses) We all want some thing or some result. How many excuses are you willing to accept? How many excuses are you willing to give? Be Happy. Do Something. Everyday of the Week.

  29. Being resourceful and resilient (with no excuses) To be resilient…. • Focus on results. • Engage all customers. • Make lessons of failures. • Continue on. • Reinforce. To succeed, we need to be resilient.

  30. We Move By…. • Starting early and going the extra mile - Intentional • Going beyond expectations - Selfless • Having a sense of urgency - Using time wisely • Being resourceful and resilient - Outside the box thinking

  31. “Write it on your heart that every day is the best day in the year.” Ralph Waldo Emerson

  32. SMILE and MOVE It’s all about attitude and action.

  33. Thoughts for the “Smover” “After one has discovered what he is called for, he should set out to do it with all of the power that he has in his system.” Martin Luther King Jr.

  34. Create a “Smovement!” • Live it • Talk about it • Communicate it • DO it

  35. Forget customer satisfaction.Think customer devotion.

  36. HIGH EXPECTATIONS POOR EXPERIENCE GREAT EXPERIENCE LOW EXPECTATIONS

  37. HIGH EXPECTATIONS POOR EXPERIENCE GREAT EXPERIENCE “delighted” surprised at the level of service LOW EXPECTATIONS

  38. HIGH EXPECTATIONS “devoted” POOR EXPERIENCE GREAT EXPERIENCE Customers expectations over time will rise or customers start with high expectations. LOW EXPECTATIONS

  39. HIGH EXPECTATIONS POOR EXPERIENCE GREAT EXPERIENCE “Not just here but higher” LOW EXPECTATIONS

  40. HIGH EXPECTATIONS “disappointed” POOR EXPERIENCE GREAT EXPERIENCE LOW EXPECTATIONS

  41. HIGH EXPECTATIONS “disappointed” POOR EXPERIENCE GREAT EXPERIENCE LOW EXPECTATIONS

  42. Listen. Apologize. Ask. Act. Get back to “devoted” customers.

  43. HIGH EXPECTATIONS POOR EXPERIENCE GREAT EXPERIENCE “disaffected” LOW EXPECTATIONS

  44. HIGH EXPECTATIONS Very difficult road because it broke the trust and reinforced the poor experience and low expectations. POOR EXPERIENCE GREAT EXPERIENCE “disaffected” LOW EXPECTATIONS

  45. Our ABC Stores What is needed to “Smove” with customer-focused service?

  46. “SMOVING” with Customer-Focused Service • Reliability • Responsiveness • Assurance • Empathy • Tangibles

  47. Reliability • Suitable or fit to be relied on; • Responsible; • Worthy of dependence; • Trustworthy

  48. Responsiveness • Responds quickly; • Ready or inclined to respond; • Responsible

  49. Assurance • To inspire full confidence; • Firm persuasion, trust,freedom from doubt; • Firmness of mind, undoubting, steadiness

  50. Assuring the customer means: • Job knowledge • Product knowledge • Listening skills • Problem-solving skills

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