american national bank & trust co. customer service... in action

American National Bank & Trust Co.

Customer Service . . .

In Action


Session GoalsSession Goals

Define the customers of ANB and the service they expect.

Compare the service ANB provides to the customer’s expectations.

Design strategies for implementing a continuous improvement plan for Customer Service.


Who are Who are ANB’s ANB’s customers?customers?


What services What services do customers do customers expect/need?expect/need?


What is What is quality quality customer servicecustomer service??


Quality Customer service Quality Customer service occurs when we occurs when we identifyidentify and and exceedexceed our customer’s our customer’s expectations on a expectations on a continuouscontinuous basis.basis.


The Rules . . .The Rules . . .

Treat other people with respect

Produce quality work Do more than the minimum Communicate


If your service to If your service to customers were customers were perfect, what would it perfect, what would it look like?look like?


What What stopsstops this from this from happening?happening?

What difference does What difference does it make?it make?


MatchMatchCustomer’s Experience Customer’s Experience

totoCustomer’s ExpectationsCustomer’s Expectations

Goal


EvaluateEvaluateImproveImproveEvaluateEvaluate

How . . .


How . . . How . . .

1 - Establish partnerships/rapport with customers


2 - Clarify Customer’s Needs/Expectations– Assess the (specific) service

provided by ANB?– What can we do better to satisfy

the customer’s needs?– What can we do to make certain

the customer returns?

How . . . How . . .


3 - Stay alert to the changing needs of customers Do what is

necessary to meet those needs

4 - Tell the customers what you CAN do for them.

5 - Communicate -- Share with others the details of customer expectations.

6 - Plan -- Include customer feedback/suggestions into the organizational planning

How . . . How . . .


Ask questions to clarify what Ask questions to clarify what the customer expectsthe customer expects

Use open-ended questions – “How, Tell me, What,

Describe . . .” Take notes Encourage your

customer to be honest

Resist the temptation to disagree or justify

Quantify customer expectations whenever possible

May use survey tools such as a questionnaire or the interview


Summarize your understandingSummarize your understanding

Allow customer to comment on your summary

Help your customer prioritize their expectations

Restate what you have heard

Check for unspoken expectations -- read between the lines


Discuss what you will doDiscuss what you will do

Keep the “Anything is possible attitude”

Remain flexible; Look for alternatives

Avoid making unrealistic promises


Discuss what you will doDiscuss what you will do

Deal with every expectation

Set a time for implementation/completion

Work to meet a challenge

Delight your customer --


Agree on the next steps and set Agree on the next steps and set a follow-up date.a follow-up date.

Ask if all is going wellAllows you an opportunity

to gather additional information

Informs the customer about the outcomes and progress


Dissatisfied Customers? . . .Dissatisfied Customers? . . .


What makes you What makes you complaincomplain??


Complaints are issued when . . . Complaints are issued when . . .

Did not get the service/product that was promised

Someone was rudeBelieves no one listened to the

requestNo one accepted responsibility for

correcting the problemCompany representatives presented

a "can't do" or "negative" attitude


Research shows that

Research shows that

dissatisfied customers

dissatisfied customers

tell 11 other people who

tell 11 other people who

then tell 5 other people

then tell 5 other people

-- 67 people learn about

-- 67 people learn about

one bad experience

one bad experience


Words . . . Words . . . Some make it Some make it worseworse . . . . . . Some make it better . . .Some make it better . . .


""OrangeOrange" Words that trigger " Words that trigger the Customerthe Customer

"No," "It's impossible," or "Never" --

“Policy"


""OrangeOrange" Words that trigger " Words that trigger the Customerthe Customer

"I can't" or "No way"

"They" -- – Who is "they"?

Use "I" and "we"


""OrangeOrange" Words that trigger " Words that trigger the Customerthe Customer The computer"

--

"But" -- Disregard everything that came before the "but."

"Problem" -- see it as an opportunity

"That's not my problem."

"My department doesn't handle this."


Words that work . . . Words that work . . .

"I'm sorry" -- Take responsibility

"What may I do to help you?""I'll find out.""It was a mistake and we will

take care of it by _____.""Thank you."


Resolving Customer Resolving Customer DissatisfactionDissatisfaction

Research findings indicate that people handle complaints/criticism by – defending the situation; – retaliating; or running away

(avoiding the discussion) or– accepting the comments.


Five Tricks . . .Five Tricks . . .


Goals for Resolving Customer Goals for Resolving Customer DissatisfactionDissatisfaction

Defuse the angry feelingsDo something about the

complaintUse the customer's

feedback to improve quality for all your customers

Remain courteous


Acknowledge the customer's Acknowledge the customer's dissatisfaction . . .dissatisfaction . . .

Give the person your undivided, active attention

Get on the same level physically

Pace your response Listen carefully with

understandingUse appropriate body language


Acknowledge the customer's dissatisfaction . . .Acknowledge the customer's dissatisfaction . . .

Do not blame or make excuses

Avoid agreeing or disagreeing with complaint

Simply recognize the customer's feelings

Show that reaction is important to you


Allow customer to blow off enough steam to be able to discuss the facts of the case

Consider taking the person to a private place

Acknowledge the customer's dissatisfaction . . .Acknowledge the customer's dissatisfaction . . .


The Customer The Customer Service Strategic Service Strategic Plan needs a Plan needs a Team!Team!


Your Turn . . .Your Turn . . .


•Define the VisionDefine the Vision

•Set the TimetableSet the Timetable

•Assign the PeopleAssign the People

•Identify the ActionsIdentify the Actions

•Review the Current SituationReview the Current Situation


Strategies . . . Strategies . . . Implementation . . . Implementation . . . Continuous Improvement . . .Continuous Improvement . . .

What are the strategies for your office?

How would you put the ideas into action?

Evaluate / Improve / Evaluate


What about you? What about you?

“You cannot serve others until you have taken care of yourself.”

You cannot give what you do not have.”

You can’t come back from somewhere you ain’t been.”– Dr. William Purkey, University of North Carolina


Know your customersKnow your customers

Exceed their expectationsExceed their expectations

Take care of yourselfTake care of yourself

Enjoy the RideEnjoy the Ride


REFERENCESREFERENCES

AT & T References. Bramson, Robert. Coping with Difficult

Poeple. New York, 1981. Cannie, Joan Koob with Donald Caplin.

Keeping Customers for Life. American Management Association, 1991.

Farrell, Thomas J. Effective Telephone Skills, HBJ, 1990.

Garner, Patricia A. Using the Office Telephone Effectively, Regents/Prentice Hall, 1993.


Heckler, Lou. “Achieving Excellence.” The Best of Career Track, 1987.

LeBoeuf, Michael. How to Win Customers and Keep Them for Life. New York: G.P. Putnam’s Sons, 1987.

Neal, Dorothy A. Telephone Techniques, Glencoe, 1991.

Pekas, Mary. Telephone Mastery, Paradigm, 1990.

Tschohl, John. Connections--Practice for Excellence, Path to Success. 1993.

Winning on the Telephone, American Management Association.

american national bank & trust co. customer service... in action

Documents

american national bank

action slide

progress slide

interview slide

customers of anb

quality customer service

dissatisfied customers

customers needsexpectations