1 / 19

Service Excellence Yes…and then some!

Service Excellence Yes…and then some!. The McNair Group. Yes…and then some!. …a tire story. Let’s Grade Ourselves. A B C D F. Our Facilities Appearance of our people Service Attitude of our people Our treatment of each other. Cheers and Jeers. Divide into small groups

lecea
Download Presentation

Service Excellence Yes…and then some!

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Service Excellence Yes…and then some! The McNair Group

  2. Yes…and then some! …a tire story

  3. Let’s Grade Ourselves... A B C D F • Our Facilities • Appearance of our people • Service Attitude of our people • Our treatment of each other

  4. Cheers and Jeers • Divide into small groups • Discuss your best and worst service stories (outside of MUSC) • List 3 top traits or events (be specific) that created the exceptional (and then some!) or horrible service. Be prepared to share The McNair Group

  5. Service Levels in America Today • Rude • Indifferent • Exceptional = Yes…and then some! The McNair Group

  6. Service Levels in America Today • Rude -- 5% • Indifferent – 80% • Exceptional = Yes…and then some! – 15% • What are the %’s in your area?

  7. Customer Care Facts • “Very Satisfied” are six times more likely to return, refer others to you, and/or to use other services within F&A!!! • 68% of customers don’t return because of service The McNair Group

  8. a fish tale… The McNair Group

  9. First Impressions:They Judge…QUICKLY • In7 seconds of contact, a customer forms 11 impressions about you and your department • And..they make 1 of 3 decisions: • They like you • They dislike you • They are indifferent The McNair Group

  10. Powerful Beginnings – Key Words! Bland • OK • Sure • Yeh • I’ll check on it • I think so • I’ll see if we can Yes…and then some! • Absolutely! • I can help you with that! • You’ve come to the right place! • We can take care of everything you need!

  11. The ZONE! • What is your ZONE? The McNair Group Commit to 10/5! You

  12. The “ESEE” Approach • Eye Contact • Smile • Engage • Empathize The McNair Group

  13. What you are really saying... The McNair Group Words = ____ Tone = ____ Physical Presence = ____

  14. Defining Service ‘Yes’ • Reliability -- Consistency & follow-thru • Responsiveness -- Anticipate needs • Feeling Valued -- “We appreciate you” • Empathy -- Understanding their side • Competency -- Knowing our jobs • Dealing with ONE person The McNair Group

  15. Where is and then some! most likely to happen? • Reliability • Responsiveness • Feeling Valued • Empathy: understanding their side • Competency • Dealing with ONE person

  16. observe

  17. Calling all to Serve... 1/2 • Where is your Guage? • Billy Graham makes someone’s day F E The McNair Group

  18. Johnny…the bagger

  19. My personal commitment to providing Yes…and then some! • Commit to two things that you will do to step up your personal level of service • Give these commitments to your supervisor • Keep your Blue Dot! The McNair Group

More Related