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Customer Service Certification

Customer Service Certification. NMHU Organizational Development Week. Agenda. Video (Workplace and Customer Service) History of Las Vegas Customer Service Questions and Answers. NMHU Video. Workplace Development School of Business Administration Students Customer Service Role Playing.

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Customer Service Certification

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  1. Customer Service Certification NMHU Organizational Development Week

  2. Agenda • Video (Workplace and Customer Service) • History of Las Vegas • Customer Service • Questions and Answers

  3. NMHU Video • Workplace Development • School of Business Administration Students • Customer Service Role Playing

  4. History Timeline • Pre1590 (Pecos & Taos Pueblo) • Native American • Pueblo (Pecos, Taos and Tecolote) • Apache • Comanche • All Plain tribe came through here • Comancheros • – Early Spanish traders • Ciboleros • – Buffalo hunters (Spanish Mora – Lubbock) • 1590 Coronado expedition across the Gallinas River

  5. History Timeline • 1680 • San Miguel del Vado • 1st village established North East of Santa Fe • 1700 • French/Spanish trading • 1821 • Mexico wins independence from Spain • Land Grant applied for by C de Baca • To Spain, yet granted by Monterrey, Mexico • Evolution of the Santa Fe Trail (1821-1890) • Trade flourished: $15,000; by 1860, $3.5 million, (or more than $53 million in today’s dollars) • 1835 • Nuestra Senora de Dolores de Las Vegas Grandes (during Mexican Territorial Period)

  6. History Timeline • 1836 • Texas Wins independence form Mexico • 1846 • Mexican-American War • 1848 • Americans Claimed NM, AZ, CO, UT, CA, NV, and TX • Treaty of Guadalupe Hidalgo • General Stephen Watts Kearney • Announced US Territory (form the roof of the Dice Apartments - northeast of the plaza)

  7. History Timeline • 1879 Railroad in Las Vegas • Land is purchased on the East side since the West land values is high and Hispanic owned • Railroad increased American Influence • Jesse James • Billy the Kid • Doc Holiday • Pat Garrett • Vicente Silva • 1882 East (Victorians homes)and West Las Vegas (Adobes homes) • 1893 NMHU Established • 1970 Consolidated City (Fire, Police, Gov’t) • Today we still have two School Districts

  8. Customer Service Outline • Importance of Customer Service • Study and Articles of Customer Service • CS a Practical Approach • Steps of CS Improvement • Conclusion and Recommendations • Phone • Face to Face • Facility Layout • Discussion

  9. Importance of Customer Service A customer must perceive that they are the most important person on our premises. The customer is not dependent on us in any way and we are not doing them a favor by serving them. They our doing us a favor by using our services (products) and giving us a chance to serve them.

  10. Importance of Customer Service • The Reality of Customer Service • Bad service • A person will tell 9 of 10 they meet about it • 13% tell an avg. of 20 • Good service • A person will tell an average of 4 people about it • Only 4% will ever complain about bad service. • For every 1 that reports poor service, 26 are unreported. • What do you lose (1 person for a lifetime of sales and their referrals) • What does a customer look for: • Value = Fair Price+Quality+CS

  11. Importance of Customer Service • Focus on the customer • 67% stop using a business due to indifferent employee treated them poorly • Five time more likely to leave due to poor service than product quality • 96% never complain about rude or discourteous service but…. • 91% will never again buy from that business • Tell their “horror story” at least 9 times • 13% of them tell it at least 20 times • It cost five times more to attract a new customer than keeping an existing one

  12. Importance of Customer Service

  13. Study and Articles of Customer Service • Management’s Commitment • Constant • Rewarded • Walk the talk • Accountability • Valued • Reinforce behavior with immediate recognition

  14. Study and Articles of Customer Service • Employee’s Commitment • Accountability • Consistent and fair w/ each other • Positive Attitude • Owning our own behavior • Professional vs. personal • Serving the customer

  15. Study and Articles of Customer Service • Not a Program it is a Service Mindset • Good Leaders treat their employee as customers • After social exchange ask yourself how you would I have felt after the exchange. • A-to-Z of Customer Service (hand-out)

  16. Practical Approach • Seven Steps to Successful Customer Service 1.Total Management Commitment 2. Get to Know Your Customers 3. Develop Standards and Service Quality Performance 4. Hire, Train and Compensate Staff 5. Reward Service Accomplishments 6. Stay Close to Your Customers 7. Work Towards Continuous Improvement

  17. Practical Approach 6 Steps to Great Customer Service 1. Drop Everything to Answer Email, Phone or Whatever… 2. Do a Little Extra 3. Keep Your Promises 4. Address Problems Immediately 5. Follow Up On Problems, Questions, Etc. 6. Personalize Communications

  18. Practical Approach • Customer Satisfaction in 7 Steps 1. Encourage Face to Face Dealings 2. Respond to Messages Promptly & Keep Your Clients Informed 3. Be Friendly and Approachable 4. Have a Clearly-Defined Customer Service Policy 5. Attention to Detail 6. Anticipate Your Client’s Needs & Go Out of Your Way to Help them Out 7. Honor Your Promises

  19. Practical Approach 12 Steps to Improving Quality of Customer Service • Adopt a Philosophy • Communicate and Practice the Philosophy • Establish External & Internal Customer Needs • Establish a System of Measuring, Monitoring, and Tracking Customer Satisfaction • Train Workers So That They Can Be of Maximum Assistance to Customers • Empower Workers to Make Some Decisions within the Locus of Their Work

  20. Practical Approach • Use Employee Teams to Motivate and Encourage worker Participation • Involve Employees in Strategic Planning & Decision making Activity • Allow Workers to Participate in Designing Customer Contract Strategies • Establish a Written Customer Service Guarantee Policy • Cultivate a Physical Environment and Organizational Culture • Avoid Complacency at All Costs!

  21. Practical Approach • Six Steps to Excellent Customer Service 1. Impress Prospects and Clients with Professional Proposals & Documents 2. Keep in Touch During the Project 3. Guarantee Your Work 4. Learn to Manage Complaints 5. After the Project is Completed, Give the Customer A Gift 6. Stay In Touch

  22. Bottom Line of Customer Service • When we reach out to our customers (empathy) • When make our customers feel at home. • When we make our customers feel they are getting their money’s worth – and more • When we show we care • When we give the right advise (they know that we know what we are talking about)

  23. Bottom Line of Customer Service • When we recognize our customers • When we take responsibility • (raise the responsibility by what you expect) • When we make our customers feel special • When we make mistakes we make it better than before we add value • When we keep the promises we make • We say thank you clear and loud

  24. Phone – Customer Service • Did you know that a caller to your employment can tell and perceive your mood and even if there is a smile on your face by the tone of your voice. • Phone Etiquette • Company’s name • Employee’s name • How may I (help, serve, assist) you • Listen • (jot the callers name down – and use the callers name in the discussion many times if possible) • When wanting a different person (it is ok to ask – May I inquire as to whom is calling (and or the issue)? • If placed on hold (example: Sorry for the wait that department is working on a deadline – May I please take a message • Transferring Calls (always give the call the extension number in case they need it later) • Thank them for calling!

  25. Customer Service Factors

  26. Face - Customer Service • Face to Face • Respect • Kindness • Consideration • Empathy • Friendly and effective service • Honesty and feelings of pride • Use examples to assist customers

  27. Customer Service Factors

  28. Facility - Customer Service • Facility Layout • Customer service area • Comfortable • Visional designation between work and customer area • Tickets Scheme • Give employee all five tickets at start of the month • Employees give their peers a ticket when they see them performing great Customer Service or “going beyond the norm” • Everything that you can use • Build trust with customers w/ service • Reinforce the need of treating customers right

  29. Conclusion/Recommendations • Customer Service Area • Complete buy in by management and staff. • Reward going the extra mile • Perception Fairness

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