Presented by: Elaine Berke, Founder EBI Consulting, Inc. ebiconsult 800-932-2141

1. Management Tools for Excellent Customer Service Presented by: Elaine Berke, Founder EBI Consulting, Inc. www.ebiconsult.com 800-932-2141

2. With an environment of increased competition and economic difficulty, brand reputation and customer service are essential strategies for profit driven companies and organizations. • Good customer service is no longer good enough to ensure customer satisfaction and customer retention. Great customer service must be provided throughout all channels and touchpoints of product and service from internet to call center to brick and mortar. • High levels of customer satisfaction are found in companies with clear, aspirational goals set at the top, multiple tactics to engage employees, and leaders who communicate in positive ways. • The six management tools for great customer service are: 1. Planning at the Top and within each Department 2. Service Goals and Measures 3. Hiring Profiles and Performance Management 4. Skills, Tools, Language for Service Recovery 5. Employee Involvement 6. Sustainability

3. Customer Service Statistics • It costs 6-10 times more to attract a customer than keep one • Only 3% of dissatisfied customers make formal complaints – 97% that leave are silent • 70 % leave due to perceived rude or indifferent treatment • Dissatisfied customers tell 10-12 other people about their experience – very dissatisfied customers become detractors • Consider the cost of one negative perception – “I really like the product but…” or “I got no help online or on the phone...” or “They’re not too friendly.”

4. Three Levels of Service Delivery: People- Process-Technology • Excellent Service (top performing) • Typical Service (volume driven) • Unsatisfactory Service Questions: • How would you rate customer service using a scale of 1 to 5 (with 5 best)? • What changes and behaviors are needed to improve? • Who are your customers and what behaviors do customers expect? • What obstacles do you face in developing improved customer service?

5. Typical Obstacles Facing Managers • Complacency of service habits • Inconsistency or lack of service standards • Slow to innovate • Difficulty confronting attitude and performance issues

6. Suggestions for Managers • Develop a plan to launch a mission driven customer service effort • Set goals to improve customer touchpoints • Develop standards for service behavior, telephone and face to face communication • Develop tactics to engage employees • Be an inspiring example of customer service • “We have great bosses.”

7. Ideas for Sustaining a Culture of Customer Service Excellence on the Job • Service Orientation • Service Goals and Expectations • Mentoring and Peer Coaching • Service Recovery Meetings • Recognition for Customer Service • Service Standards Committee • Positive Communications • Training to Raise Peer Norms • Confront Resistance and Attitude Problems • Leaders who are Positive Examples

8. Six Management Tools for Great Customer Service 1. Planning at the Top and within each Department 2. Service Goals and Measures 3. Skills, Tools, and Language for Service Recovery 4. Hiring Profiles and Performance Management 5. Employee Engagement 6. Sustainability