Keys to Customer Service

1. Keys to Customer Service

2. 10 Keys of Customer Service I – Trust Your Customers • Most Important Trait • Trust is the highest form of human motivation • Understand Your Role to Play • Greeting is so important (Name)

3. 10 Keys of Customer Service (Greeting Customers Builds Trust) • Eye Contact • Thank them for coming to you • Tune the world out and them in • Put them at ease – they’re visiting • Customers make 11 decisions about you in the first 7 seconds

4. Is Body Language Important? Face to Face • Body Language 55% • Tone of Voice 38% • Words 7% Over the Phone • Tone of Voice 86% • Words 14%

5. 10 Keys of Customer Service II - Positive Can-Do Attitude, Positive Values, Clear Motives • Energetic, Not Fake • Infectious, Honest • Walk Your Talk with Customers/Leaders • You must not deal negatively with negative people

6. 10 Keys of Customer Service • The big three factors: • Attitude – Way you think and how you relate to others • Motives – Reason why you do things • Values – Inner guidelines that direct behavior • Values are critical

7. How to develop a Customer Friendly Attitude • Viewing customers as the most important part of the business • Sincere appreciation • What if you were taped one day? • The “Golden Rule” applies here • Waiter and the Doctor

8. 10 Keys of Customer Service III - Be a Good Teacher • Customer Service needs to be taught • Teach employees carefully • Teach customers • Share insights and experiences with customers

9. Questions about the First Three Keys • Do you really trust yourself at work to handle customers? • Is your attitude mostly can do and positive? • Are you a good teacher or do you allow customers, and peers to struggle?

10. 10 Keys of Customer Service IV. Find out What Customers Want • Identify needs and expectations • Ask open ended questions • Six questions – Who, What, Where, When, Why, and How?

11. 10 Keys of Customer Service (Generic needs) • To be valued by you • To feel comfortable • To have your undivided attention • To focus more on them than your work • To not show favorites • Don’t make problems

12. It Does Pay to Please • Customers will spend +10% - good service • Good service - Tell 9-12 people • Poor service - Tell 20 people • 82% approve of your organization if complaint handled

13. 10 Keys of Customer Service V. Begin Each Day With Failure in Sight (Listen) • Closing the Business • Underpromise and Overdeliver always • Prevent failure throughout the organization • Battleship and Fog Story

14. 10 Keys of Customer Service • Listen to the • words • tone of voice • body language • Listening is not just hearing but understanding • Seek First to Understand, Then be Understood, You don’t have to agree

15. 10 Keys of Customer Service VI. Understand your Customers, Peers, and Leaders • Gender • Race • Generational • Education • Families • Others

16. Questions about the Second Three Keys • Do you really know what your customers need and expect? • Are you really listening to your customers? • What does the differences of your customers mean to you? The organization?

17. 10 Keys of Customer Service VII. Make your Business (ETDBW) • Time Management First Things First – • Be customer-centered • Badd Systems stop Good People • 85% vs 15% rule?

18. 10 Keys of Customer Service • To be ETDBW • Accessible • Accurate • Integrated (one source for information) • Customer-Driven • Fast • Totally transparent (seamless to customer)

19. 10 Keys of Customer Service VIII. Live the “Golden Rule” “Walk the Talk” • Live the Example • Take care of your people who provide good customer service • Praise/Reward carefully

20. 10 Keys of Customer Service • Measure frequently • Survey the customers • Benchmark competitors • Secret Shoppers • Connections between organizational results and individual performance

21. Survey Your Customers • Written Questionnaires with Yes/No questions • Telephone Surveys • Focus Groups • Face-to-Face Interviews • Communicate Results • Publish results

22. 10 Keys of Customer Service IX – Provide Customer Service Training • Common Sense isn’t • Clear Standards • Address the needs and expectations of customers – internal and external

23. 10 Keys of Customer Service • Four Skills needed for customer service • 1) Technical • 2) Interpersonal • 3) Product/Service Knowledge • 4) Customer Knowledge

24. 10 Keys of Customer Service X. Develop Yourself • Spiritually • Mentally • Physically • Social/Emotional • Continually Evaluate/Renew • Racehorse/Jackass

25. Questions of the last four Keys • Is your system customer-focused? • Are you measuring your success/failure? • Does your organization provide customer service training? • Are you growing or dying in your development?

26. Recap: Ten Customer Service Habits to Develop (Willingham) • #1 Be on Time • #2 Follow Up on Promises • #3 Under Promise and Over Deliver • #4 Go the Extra Mile • #5 Offer Customer Options • #6 Express Empathy

27. Recap: Ten Customer Service Habits to Develop (Willingham) • #7 Treat Your Customers as the Most Important Part of Your Job • #8 Treat Your Co-Workers as Customers • #9 Give Your Customers Your Name and Time, Personalize • #10 Smile and Use Inflection on the Phone and In Person

28. 10 Keys of Customer Service: The Bottom Line • Never Forget This – • They will not remember what you did, • they will not remember what you said, • they may not remember your name, • but they WILL remember how you made them FEEL! • Make them feel important!