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Welcome!

Welcome!. We are Chris Frasier, Noelle Brown and Jeanine Hill. Customer Service Inc. Evaluate yourself. Self-Assessment. Customer Service Cycle. The Customer Interaction Cycle Welcoming Understanding Helping Keeping. Customer Service Tips. Be respectful and polite

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Welcome!

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  1. Welcome! We are Chris Frasier, Noelle Brown and Jeanine Hill Customer Service Inc.

  2. Evaluate yourself Self-Assessment

  3. Customer Service Cycle • The Customer Interaction Cycle • Welcoming • Understanding • Helping • Keeping

  4. Customer Service Tips • Be respectful and polite • Focus on fixing and improving • Treat your customer as a valued equal • If you are not sure about something, ask the Customer’s permission first

  5. Customer Service Tips • Accept the Customer’s right to his or her own opinion • Express yourself in the most positive terms possible • Use everyday language

  6. Customer Service Tips • How you say it is 70% of the message you send • The words you choose are 30% of the message you send • Statistics indicate that 91% of dissatisfied customers slip quietly away, and never return. • Statistics show 84% of businesses fail to achieve competitive-edge customer service.

  7. Customer Service Activities Role playing

  8. Group Activity • Let’s do some group activities • Parking lot • The M&M game

  9. Identifying Defects • What do you think your process is? • What it actually is (customer prospective) • What it should be

  10. Ways to resolve problems • Secret Shoppers • Do VOC (voice of the Customer) • Surveys, questionnaires, Interviews, phone calls, focus groups

  11. Ways to improve your team • Team Building • Additional training • Additional tools to do the job • Employee surveys

  12. Post Assessment

  13. Questions? Recommended reading, QBQ “questions behind the question” by John G. Miller www.qbq.com

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