The Culture of FANTASTICCUSTOMER SERVICE

Thomas N. Davidson, J.D.Some material is sourced from TRF customer service slides in the public domain.

PLAY/ENJOY YOUR JOB

LOOKERS & RUNNERS

Work environments that put people in slots and are driven by excessive rules:Restricts creativity;Adds frustration;Causes conflict amongst workers;Reduces quality service.

DRIVERS OF PERFORMANCE

Do we know the expectations of our jobs?

Do we know the mission?

Are we committed to accomplishing mission and goals?

Are we disciplined to get there?

MAKE THEIR DAYTREATING OUR CUSTOMERS WITH

• Caring and Professional Service

• Flexibility

• Problem Solving

• Service Recovery

SEVEN DEADLY SINS OF CUSTOMER SERVICE

Manual page 19

DEADLY SIN #1

APATHY

DEADLY SIN #2

BRUSH OFF

DEADLY SIN #3

COLDNESS

DEADLY SIN #4

CONDESCENSION

DEADLY SIN #5

ROBOTISISM

DEADLY SIN #6

RULE BOOK

And FINALLY #7

RUN-AROUND

WHAT DO OUR CUSTOMERS WANT?

• Needs: Basic service

• Expectations: Quality

• Value Added: Customer delighters

• To determine: we must ask them and continue to ask them.

FISH PHILOSOPHY #3

HOW WE COMMUNICATE

Skill % Time Used Years of Training

Writing 9% 12 years

Reading 16% 6-8 years

Speaking 35% 1-2 years

Listening 40% Less than ½ year

Manual page 25

WHY IS LISTENING SO HARD?

We are capable of speaking 100-125 words per minute.

We can hear at about 200 words per minute.

Our brains can process information at 500 words per minute.

BUILDING TRUST THROUGH EFFECTIVE COMMUNICATION

Design communications that build trust

•Writing•Reading•Speaking

As an organization:Which skill needs the most improvement to attain Fantastic Customer Service?

BODY LANGUAGE

7%

38%

55%

Communication is:

7% Words;

38% Sounds

55% nonverbal

ARE YOU A GOOD LISTENER?

LEVELS OF LISTENING

IGNORING

PRETEND

SELECTIVE

ATTENTIVE

REFLECTIVE--EMPHATHIC

BEING THERE FOR FANTASTIC CUSTOMER SERVICE