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The Culture of FANTASTIC CUSTOMER SERVICE

The Culture of FANTASTIC CUSTOMER SERVICE. Thomas N. Davidson, J.D. Some material is sourced from TRF customer service slides in the public domain. PLAY/ENJOY YOUR JOB. LOOKERS & RUNNERS. Work environments that put people in slots and are driven by excessive rules: Restricts creativity;

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The Culture of FANTASTIC CUSTOMER SERVICE

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  1. The Culture of FANTASTICCUSTOMER SERVICE Thomas N. Davidson, J.D. Some material is sourced from TRF customer service slides in the public domain.

  2. PLAY/ENJOY YOUR JOB

  3. LOOKERS & RUNNERS Work environments that put people in slots and are driven by excessive rules: • Restricts creativity; • Adds frustration; • Causes conflict amongst workers; • Reduces quality service.

  4. DRIVERS OF PERFORMANCE Do we know the expectations of our jobs? Do we know the mission? Are we committed to accomplishing mission and goals? Are we disciplined to get there?

  5. MAKE THEIR DAYTREATING OUR CUSTOMERS WITH • Caring and Professional Service • Flexibility • Problem Solving • Service Recovery

  6. SEVEN DEADLY SINS OF CUSTOMER SERVICE Manual page 19

  7. DEADLY SIN #1 APATHY NOT DILBERT BUT DILLIGAD

  8. DEADLY SIN #2 BRUSH OFF OUR WEBSITE HAS THE ANSWERS.

  9. DEADLY SIN #3 COLDNESS YOU'RE AN INCONVENIENCE TO MY DAY

  10. DEADLY SIN #4 CONDESCENSION IF YOU HAD READ THE INSTRUCTIONS YOU WOULD KNOW THAT....

  11. DEADLY SIN #5 ROBOTISISM THANKYOUHAVEANICE DAY! NEXT

  12. DEADLY SIN #6 RULE BOOK SOP #79836475 SAYS....

  13. And FINALLY #7 RUN-AROUND WE DON'T DO THAT HERE. LET ME TRANSFER YOU TO...

  14. WHAT DO OUR CUSTOMERS WANT? • Needs: Basic service • Expectations: Quality • Value Added: Customer delighters • To determine: we must ask them and continue to ask them.

  15. FISH PHILOSOPHY #3 BE THERE

  16. HOW WE COMMUNICATE Manual page 25

  17. WHY IS LISTENING SO HARD? • We are capable of speaking 100-125 words per minute. • We can hear at about 200 words per minute. • Our brains can process information at 500 words per minute.

  18. BUILDING TRUST THROUGH EFFECTIVE COMMUNICATION

  19. Design communications that build trust • Writing • Reading • Speaking As an organization: Which skill needs the most improvement to attain Fantastic Customer Service?

  20. BODY LANGUAGE 7% Communication is: 7% Words; 38% Sounds 55% nonverbal 38% 55%

  21. ARE YOU A GOOD LISTENER?

  22. LEVELS OF LISTENING SELECTIVE IGNORING PRETEND ATTENTIVE REFLECTIVE--EMPHATHIC

  23. BEING THERE FOR FANTASTIC CUSTOMER SERVICE

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