customer service 101. what is customer service? providing a quality product or service that...
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CUSTOMER SERVICE: CORE 5 smile eye contact tone of voice be attentive how you lookTRANSCRIPT
what is CUSTOMER SERVICE?
providing a quality product or service that satisfies the
needs/wants of a customer and keeps them coming back.
when required to go one mile, go a second
CUSTOMER SERVICE : SECOND MILE
smileanticipate
needswalk alongside
yes man
Stop and listen
CUSTOMER SERVICE : BEST PRACTICES
approach and introduce
repeat names
my pleasurework
alongside connect
PRATICAL HABITS: DO’S AND DON’TS
wrong approach“i don’t know”
“no”“that’s not my job”
“you’re right – this is bad”“that’s not my fault”
“calm down”“i’m busy right now”
friendly approach“i’ll find out”“what else can i do?”“let me find the right person who can help you”“i understand your frustrations”“let’s see what we can do about this”“i’m sorry”“i’ll be with you in just a moment”
PRACTICAL HABITS: FIRST IMPRESSIONS
personal responsibility
polite manners
how can I help you?
core 5problem solving
instant rapport
PROBLEM SOLVING: ROLE PLAYwrong bib
number
arrived late to race
made wrong turn on course
needs to leave before awards
ceremony
emailed race director to fix
birthdate
wants to speak with event
director bib number not in
resultsvolunteer
miscommunicated to participant
awards ceremony not on time