customer service campminder 2017
TRANSCRIPT
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:[email protected]] Sent: Thursday, October 18, 2012 6:48 AMTo: [email protected]: 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 <[email protected]> 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