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Leading Remarkable Customer Service Teams Leading Remarkable Customer Service Teams MichaelAngeloCaruso.com 248-224-9667 MichaelAngeloCaruso.com 248-224-9667 @MichaelACaruso

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Page 1: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Leading Remarkable Customer Service

Teams

Leading Remarkable Customer Service

Teams

MichaelAngeloCaruso.com248-224-9667

MichaelAngeloCaruso.com248-224-9667

@MichaelACaruso

Page 2: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Who is your customer?

Who is your customer?

Page 3: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Why Customers QuitWhy Customers Quit• 15% Find “better q_____”• 15% Find “better p_____”• 21% Claim lack of contact or

individualized attention• 49% Say contact was poor &

inconsistentFrom Guerilla Marketing by Jay Conrad Levinson, et al

Page 4: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

What YouThink

What OthersThink

What OthersThink

Page 5: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

RR SS

TT DD

Page 6: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Your “USP”

Page 7: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Creating

THE EXPERIENCE

for your _______.

Creating

THE EXPERIENCE

for your _______.

Page 8: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation
Page 9: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

• Communication reduces stress.• Confrontation is g_____.• Assertiveness is the way to go.• No one has enough s___-e_____.• Change comes with p_______

5 Cool Ideas for Being Pro-Active

Page 10: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Hmmm . . . #1Hmmm . . . #1People are your greatest r_______.People are your greatest r_______.

*From “Hmmm . . . Little Ideas With BIG Results,”

by Michael Angelo Caruso Copyright 2000 by Takoya Press

Page 11: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Hmmm . . . #2Hmmm . . . #2

Find something you l____about people you don’t l___.Find something you l____about people you don’t l___.

Page 12: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Hmmm . . .

Use deep emotional bank deposits a la Covey*. Use deep emotional bank deposits a la Covey*.

*The “7 Habits of Highly Effective People,” by Stephen Covey*The “7 Habits of Highly Effective People,” by Stephen Covey

Page 13: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Elevator Speeches Set the Tone

• B____ (12 words or 15 seconds)

• U______• Psychologically a_________

(what are you the “best” at?)

Page 14: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

The 15 most powerful wordsyou can ever use with another person are . . .

The 15 most powerful wordsyou can ever use with another person are . . .

Page 15: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

The Customer Service Balancing Act

$

Page 16: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Caruso’s Relationship Techniques

Caruso’s Relationship Techniques

• “What are you doing . . . ?”• Leverage cool information• Tell personalized stories• Skip the negative

Page 17: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

5 Cool Ideas for Active Listening5 Cool Ideas for Active Listening

Page 18: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Telephone TechniquesTelephone Techniques

• Creative voice mail• Watch your language• Use calls to update accounts• Ease into and out of calls

Page 19: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

The Hostile AnimalsThe Hostile AnimalsAnimal Alias Traits Creative

StrategiesBull Bully,

Intimidator,Micro-mgr

Loud, near,sloppy

Interrupt with l____, neutral noise; never c______ the bull Emotion cripplesr________ discussionA Michael Angelo Caruso Presentation

Page 20: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

The Hostile AnimalsThe Hostile Animals

Animal Alias Traits ConfrontationStrategies

Fox Sniper, gossip,passive-aggressive

Distant, deadly,likes anonymity

E_________, shine the light

A Michael Angelo Caruso Presentation

Page 21: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Bad CompanyBad CompanyAnimal Alias Traits Creative

StrategiesPig Time

WasterAll “me,” all the time

“UPR Sandwich”and “Walk With Me” technique A Michael Angelo Caruso Presentation

Page 22: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

NegaholicsNegaholicsAnimal Alias Traits Creative

StrategiesRat Negaholic,

PessimistLimited vocab,Speak in absolutes, i.e., “always, never”

1. Prove the e_________

2. Walk away

Mouse Whiner N________ Go “Columbo”Weasel Complainer P_________ Manipulation as

in “Seat of the Soul” by Zukav

Page 23: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

You can never, ever, everc_____ another person. You can never, ever, everc_____ another person.

Hmmm . . . Hmmm . . .

Page 24: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Give “life like” serviceGive “life like” service

Page 25: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Food for ThoughtFood for Thought• “Excellent choice!”• “No rules, just right”• Matt’s Rules• “Fresh ground pepper?”• “Get your own darn soda!”

Page 26: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

I’m Feeling Better AlreadyI’m Feeling Better Already

• Health care is personal • “7:30 means 7:30, Doctor”• Can you make it to OR okay? • Phone in ‘scripts from site

Page 27: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

CUSTOMER CAREADVICE

CUSTOMER CAREADVICE

We should care forour customers.

Page 28: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

Retail ServiceRetail Service• The “Nordstrom ‘Thank You’”• Choose your words carefully• Your customer’s favorite word

Page 29: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation

1. Get them involved 2. Let them have the ball3. Show appreciation

3 Ways to Help the Customer Feel Important

Page 30: Leading Remarkable Customer Service Teams · Leading Remarkable Customer Service Teams ... From Guerilla Marketing by Jay Conrad Levinson, et al. ... Caruso Presentation