customer service campminder 2017

AMAZING Customer Service

Stephen Maguire, M.Ed

JET BLUE DOES IT RIGHT...

“THANK YOU FOR FLYING JETBLUE, WITHOUT YOU, WE’D JUST BE A BUNCH OF TVS FLYING AROUND THE COUNTRY.”

OUR CUSTOMERS ARE #1 ALL THE TIME. WITHOUT THEM, NOTHING ELSE WOULD EXIST! (JET BLUE???)

CUSTOMERS ARE # 1

“The answer was always yes.” -Random man from flight

ALWAYS WELCOME REASONABLY LATE BUSINESS

4%

“NO ONE

LIKES YOU”

“Little things are BIG things”

- Norm Walker

OPEN THE BOX… THOUSANDS OF DOLLARS

LET’S NOT TAKE OURSELVES TOO SERIOUSLY

“Sorry about that! It’s wasn’t the flight attendant’s fault. It

wasn’t the pilot’s fault. It must’ve been the asphalt.”

John O’Keefe Rules

1) Return everyone’s correspondence

2) Keep your job site clean

“WE HAVE A LIMITED BUDGET, WE COULD NEVER

AFFORD THIS!”

“CAN YOU AFFORD NOT TO HAVE CUSTOMERS?”

When people feel safe, they

will want to return

15 MINUTES PRIOR TO LANDING…

“WELCOME TO ___________________”

‘Shock people’ with your customer

service!

Staff visibly on their phones

impacts customers

COMMUNICATION

TONE! “SAY WHAT YOU MEAN AND MEAN WHAT YOU SAY, BUT DON’T SAY IT MEAN!” BLUE HILLS WALK... WALKIE?, LOOPER?

FACE TO

FACE

RISK OF HARMVS.

EASE OF PRECAUTION

Our goal of AMAZING customer service should be

to make any reasonable

customer happy

If the expectation of what the customer is going to ask is ‘unreasonable’ or

negative, that is how we will respond!

Expect Excellence… not negativity!

Build a bridge with customers, it will be one of your best customer service interactions.

From: Stephen Maguire [mailto:maguirepresentations@me.com] Sent: Thursday, October 18, 2012 6:48 AMTo: Director@owlscrossing.comSubject: Update on Nolan

Hi Judy and Suzanne... SO, after all these years of being a teacher, I am finally on the other end as a parent : ) I was just writing to check in on how Nolan is doing in school. Socially fitting in? Being nice to others? Being respectful to adults? etc. Thanks for your time... I've deal with 100's of emails like this, so no rush getting back to me, I know how it goes : )

Have a great day...

Steve Maguire

On Oct 18, 2012, at 07:23 AM, Suzanne Fennelly <xxxxxxxxxxxxx@comcast.net> wrote:

Hi Steve - Nolan is adorable and adjusting very well to school. He seems to be very comfortable with the other children in the class. He loves to play with the legos and that seems to be popular in their class. It is early in the year and there is a lot of adjustment for these little guys as coming to school is a very big step for them. I am always amazed that they can come in to a group of peers and adults that they do not know, and blend so well together in such a short period of time! He is right where he should be at this point in the year! His teachers will be able to give you more feedback as the months progress but right now....no worries!!!Sincerely,Suzanne and Judy