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Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008 • www.ConfidenceCenter.com

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Page 1: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Tool #12:

Customer Service that Makes Them Say, “Wow!”

Employee Success Toolkit

Copyright Harriet Meyerson 2008 • www.ConfidenceCenter.com

Page 2: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

“Wow!” Your Customers and Keep Them Coming Back

Employees have to have the right attitude.

Management must foster a service environment.

Supervisors should create rewards for taking care of the customer.

Employees should improve their own customer service skills.

Page 3: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

“Every supervisor should teach employees the importance of keeping customers, how to manage contact with a customer and, in addition, they should create a reward system that rewards employees for taking care of the customer.”

Michael LeBoeuf, author of How to Win Customers and Keep Them for Life

Page 4: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Be a Believer

Believe that the customer will be better off using your company’s product or service.

Learn about the benefits of your company’s product or service.

Keep customer’s testimonial letters in front of you to constantly reinforce your belief.

Page 5: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Be Service Oriented

Without customers, you would not have a paycheck.

Visualize your customer adding to your salary every time you interact with them.

Thank them by giving them outstanding service.

Page 6: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

You Represent the Company

“You may think you work for your company, but whenever you come in

contact with a customer, to that customer,

you are the company.

“Your customers are going to come away either feeling better or worse

about the company because of how you handle them, and that is going to determine the very success of the

company.”Michael LeBoeuf, author of

How to Win Customers and Keep Them for Life

Page 7: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

True Storyfrom Harriet Meyerson

Her husband’s cleaners damaged his shirt.

The clerk said, “The shirt was that way when you brought it in.”

Her husband didn’t complain or give the cleaners a second chance - he just changed cleaners.

Page 8: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Be Friendly

Customers stay loyal to people they like and trust.

Take time to listen to your customers.

Make notes of your customers’ interests. “How is your son’s baseball

team doing this year?” “Tell me about your vacation

to Alaska.”

Page 9: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Help Your Customers Make Wise Decisions

Decisions are stressful for most people because they don’t want to make a mistake.

Be a source of information.

Help them choose the product or service that is right for them.

Page 10: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Perception is Important

The customer is the scoreboard keeper. If only you think you’ve

given good customer service, that doesn’t matter.

What the customer thinks is what matters.

Customers vote with their dollars.

Ask your customers, “How can I best serve you?”

Page 11: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Exceed Expectations

Customers have certain expectations. When they are pleasantly surprised when

you give them more, they perceive that as good customer service. A woman who purchased a home was excited

because her realtor sent her flowers.

Page 12: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

The Lagniappe Principle(pronounced lan-yap)

People who live in southern Louisiana know about Lagniappe.

It means “something extra”.

Lagniappe originated with Creole shopkeepers. With a bag of groceries,

shopkeepers would throw in a pound of bacon.

It’s a way of telling customers, “I’m giving you your money’s worth and a whole lot more.”

Page 13: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

A Story about “Wow!” Customer Servicefrom Harriet Meyerson

Years ago, Harriet went to Louisiana with a group of friends.

As her group of twelve was seated, the owner came with a bouquet of roses for her friend who had booked the dinner reservation.

He then ordered complimentary wine for everyone.

Page 14: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Ask for Feedback

Be proactive in asking about customer satisfaction.

After the sale, ask your customer... “Were you happy with your

purchase?”

Many people don’t like to complain. Make it easy for them to tell you how they feel.

In doing this, you will earn their trust.

Page 15: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Respond to Complaints

“One of the greatest opportunities to improve service perception is how you handle a complaint.

There’s an old saying, ‘A customer who complains is my best friend.’

They tell you their problem and they are giving you a second chance. The other dissatisfied customers

just walk away and do not come back.”

Michael LeBoeuf, author of How to Win Customers and Keep Them for Life

Page 16: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Don’t Be Defensive

Customers can act annoyed, critical or even enraged. Your reaction may be to react defensively. STOP! Don’t take the customer’s behavior

personally.

To calm the customer, listen with empathy. “Tell me what went wrong so that I can make

this right for you.”

Ask the customer to propose a solution. Handle the complaint as fast as possible.

Page 17: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Develop your own Reward System

Keep a detailed journal of your customer service work.

Give yourself a point for each time you… do something extra for an

existing customer. follow up with a customer. handle a difficult customer

service problem. Reward yourself for your

points.

Page 18: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Other Benefits for Keeping a Journal

It will help you keep track of how well you are serving each customer.

You will have your journal to speak for your outstanding work.

Page 19: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Customer retention is the best business strategy of all, and the way you increase customer retention is to give the customer service that

makes them say…

“Wow!”

Page 20: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Customer Service that Makes Them Say, “Wow!”

Quiz & Discussion Questions

Page 21: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Question 1

How can you be service oriented?

Page 22: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Question 2

Why is it important to be friendly to customers?

Page 23: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Question 3

What is the single greatest key to improving customer service?

Page 24: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Question 4

Why should you ask for customer feedback about your customer service?

Page 25: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Question 5

Name 3 benefits of keeping a customer service journal.

Page 26: Tool #12: Customer Service that Makes Them Say, “Wow!” Employee Success Toolkit Copyright Harriet Meyerson 2008

Customer Service that Makes Them Say, “Wow!”

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Set Your Goals

What are your three main goals to improve your customer service?