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The Golden Rule of Customer Service ASQ Portland Section 0607

The Golden Rule of Customer Service ASQ Portland Section 0607. By Ed Landauer, C.Q.E., P.E. May 8, 2012. Topics / Agenda. Introduction First Impressions Contrasting Lobbies Steps to Take Summary. Golden Rule of Customer Service. “Treat your customers the way you

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The Golden Rule of Customer Service ASQ Portland Section 0607

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  1. The Golden Rule of Customer ServiceASQ Portland Section 0607 By Ed Landauer, C.Q.E., P.E. May 8, 2012

  2. Topics / Agenda • Introduction • First Impressions • Contrasting Lobbies • Steps to Take • Summary

  3. Golden Rule of Customer Service “Treat your customers the way you would like to be treated.”

  4. Entrance to Fast Food Restaurant • 7 signs on door or adjoining windows • All positive • Caution- Wet floor • Information at counters is positive

  5. Entrance to a Post Office • 12 feet from door to counter • 12 “No” signs in this distance • “I feel negative” while waiting

  6. Call to Phone Company • End of a hard day • Received first phone bill • Called Customer Service • Answered with the statement “How can I make this the best part of your day?”

  7. Goal of First Impression • Make the customer feel positive • Make the customer want to return • Have the customer tell others about you

  8. Contrasting Lobbies • Two manufacturing companies • Common safety/security issues • Enter into lobby area • Similar size • One lobby unattended/Other is attended

  9. 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

  10. Unattended Lobby Area • Brightly painted with small table and chair • Flower arrangement and candy on table • Phone and directory on table • Person greets you with a smile

  11. Comparison of Lobbies • Thought went into set-up of unattended lobby • Felt positive upon entering • Wanted a continued relationship • Attended Lobby • Not sure focus was on the customer • Just wanted to get out

  12. Steps You Can take • Evaluate a customer’s first impression • Act like a customer • Call your company • Evaluate your website

  13. Steps You Can Take • Ask customers how they feel about contact • Are there recommendations for improvement • Continue to improve the process

  14. Summary • Are 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?

  15. Questions?

  16. Thank You! EDL@Clackamas.edu

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