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Next Please!

Next Please!. How Do You Treat Your Customers/ Volunteers?. TOP 10 LIST. TOP 10 LIST. . . . . . . . . . Southwest Airlines. TOP 10 LIST. . . . . . . . . American Express Southwest Airlines. TOP 10 LIST. . . . . . . . Marriott International American Express

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Next Please!

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  1. Next Please! How Do You Treat Your Customers/ Volunteers?

  2. TOP 10 LIST • . • . • . • . • . • . • . • . • . • .

  3. TOP 10 LIST • . • . • . • . • . • . • . • . • . • Southwest Airlines

  4. TOP 10 LIST • . • . • . • . • . • . • . • . • American Express • Southwest Airlines

  5. TOP 10 LIST • . • . • . • . • . • . • . • Marriott International • American Express • Southwest Airlines

  6. TOP 10 LIST • . • . • . • . • . • . • FedEX • Marriott International • American Express • Southwest Airlines

  7. TOP 10 LIST • . • . • . • . • Tie ……….Sony and Hilton Worldwide • Tie ……….Sony and Hilton Worldwide • FedEX • Marriott International • American Express • Southwest Airlines

  8. TOP 10 LIST • . • . • . • UPS • Tie ……….Sony and Hilton Worldwide • Tie ……….Sony and Hilton Worldwide • FedEX • Marriott International • American Express • Southwest Airlines

  9. TOP 10 LIST • . • . • Apple • UPS • Tie ……….Sony and Hilton Worldwide • Tie ……….Sony and Hilton Worldwide • FedEX • Marriott International • American Express • Southwest Airlines

  10. TOP 10 LIST • . • Google • Apple • UPS • Tie ……….Sony and Hilton Worldwide • Tie ……….Sony and Hilton Worldwide • FedEX • Marriott International • American Express • Southwest Airlines

  11. TOP 10 LIST • Amazon.com • Google • Apple • UPS • Tie ……….Sony and Hilton Worldwide • Tie ……….Sony and Hilton Worldwide • FedEX • Marriott International • American Express • Southwest Airlines

  12. Customer Service Industry Food Service Commerce/Industry Retail Restaurant Business

  13. Private Organizations American Red Cross, Chapel groups, Friends of Family Support, Key Spouse, spouses’ club, PTA…the list goes on!

  14. A customer... is anyone who isn’t YOU!

  15. Private Organization Customer Service • Organization mission is more focused. • Organization reputation is stronger. • Volunteer morale is improved. • Self-appreciation is enhanced.

  16. Overview • Importance of customer service perspective while participating in private organizations • The “C” eeds of Customer Service • Connection • Communication • Consideration • Cooperation • Commitment • Residual Benefits of Customer Service

  17. Customer Service • Customer service is more than a counter activity. It’s a communication skill. • A customer tells 9-12 people about a good experience or encounter. • A customer tells 20+ people about a poor experience or encounter.

  18. Who are Your Customers? • External to organization • recipients of the volunteer activity • other private organizations • family and friends • base/post agencies • Internal to organization • volunteers • leadership • PO participants

  19. Community...Unity...T.E.A.M.(Together Everyone Achieves More) Community Outreach -Airmen/Soldiers/Marines -families -schools -charities (local, national, host nation) Overall Objectives: -inform members -preserve welfare -benevolence -good fellowship -participate in community Widget Participation -socials -special activities -tours and travel Host Nation Interaction -local nursing home -local orphanage -German/American activities

  20. The five C’s... Connection

  21. Connection • Create an atmosphere for quality communication • Create a sense of ownership • Cooperation

  22. Connection Skills • Have a positive attitude 2. Understand Customer Needs 3. Communicate Clearly 4. Reach Agreements 5. Check For Understanding 6. Take Action 7. Build on Satisfaction

  23. The five C’s... Connection Communication

  24. Communication • Consideration between the customer and servicing organization • Positive or negative perceptions created

  25. Sir, calm down!

  26. Le’ CustomerCommunication Skills L--listen E--empathize C--connecting U--understanding S--stay on course T--take responsibility O--own the issue M--maintain positive attitude E--end on a positive note R--rapport

  27. The five C’s... Connection Communication Consideration

  28. Consideration • Show compassion; listen and learn; empathize. • customer appreciation • co-worker appreciation • Remember the golden rule.

  29. The five C’s... Connection Communication Consideration Cooperation

  30. Cooperation • Understand the working styles of your customer and co-workers. driven analytical expressive amiable • Are you in-step with your customer? • Would adjusting your working style help? • Would changing your attitude help?

  31. Working Styles • Indicator of emotional expression and degree to which one asserts him or herself: Analytical Expressive Driven Amiable • Emotional expression outlets: • verbal • vocal • body language • environment • Assertion levels: • forceful and direct (high degree) • reserved and easy-going (low degree)

  32. The five C’s... Connection Communication Consideration Cooperation Commitment

  33. Commitment • Be dependable. • Be clear on expectation management. • Little things mean a lot.

  34. Critical Thinking Exercise • Consider the argument. If you want to improve your organization, you should employ the concepts of customer service. You want to improve your organization. You should be customer service focused • Evaluate based on • understanding the logical connections between ideas. • identifying, constructing and evaluating arguments. • detecting inconsistencies and common mistakes in reasoning. • solving problems systematically. • identifying the relevance and importance of ideas. • reflecting on the justification of one's own beliefs and values.

  35. Community...Unity...T.E.A.M.(Together Everyone Achieves More) Community Outreach -Airmen/Soldiers/Marines -families -schools -charities (local, national, host nation) Overall Objectives: -inform members -preserve welfare -benevolence -good fellowship -participate in community Widget Participation -socials -special activities -tours and travel Host Nation Interaction -local nursing home -local orphanage -German/American activities

  36. Practical Applications • private org partnerships • base/post agencies • Who I am makes a difference! • bazaar customers • vendors • purchasers • volunteers

  37. Recap • Customer Service The seeds you sow help your organization grow! • Connection • Communication • Consideration • Cooperation • Commitment

  38. HAPPINESSis when what you THINK, what you SAY, and what you DO are in Harmony.--Gandhi

  39. Resources Customer Service For Dummies, 3rd Edition by Karen Leland and Keith Bailey (2006, Wiley Publishing, Inc.) Exceptional Customer Service by Lisa Ford, David McNair, Bill Perry (2001, Adams Media) Delivering Knock Your Socks Off Service, 3rd edition by Ron Zemke (2003, Performance Research Associates) The Experience by Lior Arussy (2002, CMP Books) Super Service by Val and Jeff Gee (1999, McGraw Hill) Best Practices in Customer Service by Ron Zemke and John Woods (1998, HRD Press)

  40. Many notes and slides taken from 2007 AWAG customer service workshop! Thank you to Dianne Bitzes!

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