customer service
TRANSCRIPT
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Customer Service
In today’s competitive business world, it’s sometimes all too easy for companies to get caught up in endless examinations of ways to increase productivity, boost
sales, and streamline for maximum efficiency.
…Sometimes this focus takes away from a focus on good customer service, and good customer service will
always be the backbone of any business that works with people—which means all businesses!
“… the ability of an organization to constantly and consistently exceed the customer's expectations.”
by ACA Group
If we are going to consistently exceed customers’ expectations, we have to recognize that everyaspect of business has an impact
on customer service.
Where is Customer Service delivered?
On the phone
Face-to-face interaction
Taking orders
Social Media
Providing information
Selling or providing products and/or services
Scheduling appointments
Delivering or installing products
Repairing and troubleshooting
The list goes on and on!
How is excellent Customer Service delivered?
Appearance
Attitude
Positivity is a learned behavior
Use empathy
Put yourself in the customer’s shoes
Friendliness
Response-ability
Take action to solve the problem
Go the extra mile
“Customer service is just a day in, day out, ongoing, never-ending, unremitting, persevering, compassionate type of activity.”
Leon Gorman, CEO L.L. Bean
Commitment
A pledge to service and teamwork
Keeping your promises
Team Thinking
“My actions affect everyone in my organization.”
Communication
Active listening
Positive responses
Empathy
Communication
Get to the bottom of what the customer is looking for
Really make them feel heardand understood
Service
A personal commitment to make a difference
Know your stuff—you should be a paid expert
Tips for Good Customer Service:
Smile and be friendly
Use a customer’s name if you know it
Welcome the customer to your business
Introduce yourself
Ask “How may I help you?”
Listen!
Focus on the customer and value them
“Treat every customer as if they sign your paycheck…because they do.”
Unknown
1. “I don’t know.”
2. “We can’t do that.”
3. “You’ll have to…”
4. “Hang on, I’ll be right back.”
5. “No” at the beginning of any sentence.
1. “That’s a good question, let me find out.”
2. “Let’s see what we can do.”
3. “The next time that happens, here’s what we can do…”
4. “It may take me a few minutes to find out. Are you able to wait while I check?”
5. “While we may not be able to do that, here’s what we can do…”
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Four common traits of great Customer Service providers:
EmpathyCustomers need someone who can relate to their problems and show real interest in helping them.
ResponsivenessCustomers don’t want to be treated like an interruption. They want attention, action, and to feel important, no matter how much they spend.
AssuranceCustomers want to feel that their needs will be met and promises will be kept.
MotivationYou need a strong desire to succeed. This gives you a better chance at employment and promotion.
Handling an angry customer
1. Keep calm
2. Listen carefully to the complaint
3. Repeat the complaint back to make sure you understand the problem
4. Apologize that it happened
5. Acknowledge the customer’s feelings
6. Explain what action you will take to correct the problem
7. Thank the customer for bringing the problem to your attention
If the customer is still unhappy, get help from your supervisor.
Competition and repeat business External customers
Effects of Poor Customer Service:
Loss of 25% or more of the company’s business
Dissatisfied customers will tell at least 10 others not to shop at that business
Those people will tell about 5 others
All this can happen because ONEemployee made ONE customer unhappy.
Keeping customers is important!
Depending on the industry, the cost of poor customer service can be three to ten times as much as good customer service
Market research shows it costs about five times as much to attract a new customer through promotions and advertising
“If you make customers unhappy in the physical world, they might tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” -Jeff Bezos
No company can survive without repeat business!
Returning customers account for about 85% of total sales
In other words: for every $100 in sales, $85 was spent by a repeat customer
“Good customer service is all about bringing customers back and about
sending them away happy.”- Susan Ward, About.com Guide
When there’s a problem…
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
-Donald Porter, former V.P. of British Airways
When There Is a Problem
Acknowledge that a problem exists
Do not view the problem as a personal attack
Ask questions to understand the problem
Listen to the answers without interruption and show interest and concern
Clarify and verify by repeating the situation
Simplify the problem by focusing on facts and documenting a relevant chain of events
Find the root cause of the problem
Offer solution options to the customer
Agree on a solution
Follow up with the customer
Organizational effectiveness, efficiency, and morale
Internal Customers
Excellence from the inside out!
Internal Customers: people who work within your organization
All the customer service principles you use for external customers should also be used for internal customers
Treat everyone with respect
Be professional and show pride in your organization
Customer Service is not a department…
…it’s an
Attitude!
We hope you found this information helpful. Check us out at www.miworksmo.org.
• Give us any questions/comments/concerns
• See our workshop schedule
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Like what you saw?
Sources:
Goodwill Industries International, Inc.Customer Service RelationshipsDec. 2009 – Version 1.0
Top Tips for Customer Service TrainingBuzz up! – May 25, 2010
www.customerservicepoint.comFavorite Customer Service Quotes
Customer199 Legendary Customer Service Quotes