Customer Service Certification

Salamanca, Spain

Agenda

Video (Workplace and Customer Service) Customer Service Questions and Answers

NMHU Video

Workplace Development School of Business Administration Students

Customer Service Role Playing

Customer Service Outline

Importance of Customer Service

Study and Articles of Customer Service

CS a Practical Approach

Steps of CS Improvement

Conclusion and Recommendations

Phone Face to Face Facility Layout Discussion

Importance of Customer Service

A customer must perceive that they are the most important person on our premises. The customer is not dependent on us in any way and we are not doing them a favor by serving them. They our doing us a favor by using our services (products) and giving us a chance to serve them.

Importance of Customer Service

The Reality of Customer Service

Bad service

A person will tell 9 of 10 they meet about it 13% tell an avg. of 20 A person will tell an average of 4 people about it

Good service

Only 4% will ever complain about bad service. For every 1 that reports poor service, 26 are unreported. What do you lose (1 person for a lifetime of sales and
their referrals)

What does a customer look for:

Value = Fair Price+Quality+CS

Importance of Customer Service

Focus on the customer

67% stop using a business due to indifferent employee treated them poorly Five time more likely to leave due to poor service than product quality 96% never complain about rude or discourteous service but.

91% will never again buy from that business Tell their horror story at least 9 times 13% of them tell it at least 20 times

It cost five times more to attract a new customer than keeping an existing one

Importance of Customer Service

If you lose ... 1 customer a day Spending $5 weekly Spending $10 weekly Spending $50 weekly Spending $100 weekly

94,900

189,800

949,000

1,898,000

5 customer a day

474,500

949,000

4,745,000

9,490,000

10 customer a day

949,000

1,898,000

9,490,000

18,980,000

Study and Articles of Customer Service

Managements Commitment
Constant Rewarded Walk the talk Accountability Valued Reinforce behavior with immediate recognition

Study and Articles of Customer Service

Employees Commitment
Accountability Consistent and fair w/ each other Positive Attitude Owning our own behavior Professional vs. personal Serving the customer

Study and Articles of Customer Service

Not a Program it is a Service Mindset Good Leaders treat their employee as customers After social exchange ask yourself how you would I have felt after the exchange. A-to-Z of Customer Service (hand-out)

Practical Approach

Seven Steps to Successful Customer Service

1.Total Management Commitment 2. Get to Know Your Customers 3. Develop Standards and Service Quality Performance 4. Hire, Train and Compensate Staff 5. Reward Service Accomplishments 6. Stay Close to Your Customers 7. Work Towards Continuous Improvement

Practical Approach
6 Steps to Great Customer Service
1. Drop Everything to Answer Email, Phone or Whatever 2. Do a Little Extra 3. Keep Your Promises 4. Address Problems Immediately 5. Follow Up On Problems, Questions, Etc. 6. Personalize Communications

Practical Approach

Customer Satisfaction in 7 Steps

1. Encourage Face to Face Dealings 2. Respond to Messages Promptly & Keep Your Clients Informed 3. Be Friendly and Approachable 4. Have a Clearly-Defined Customer Service Policy 5. Attention to Detail 6. Anticipate Your Clients Needs & Go Out of Your Way to Help them Out 7. Honor Your Promises

Practical Approach
12 Steps to Improving Quality of Customer Service
1. 2.

3.

4.

5.

6.

Adopt a Philosophy Communicate and Practice the Philosophy Establish External & Internal Customer Needs Establish a System of Measuring, Monitoring, and Tracking Customer Satisfaction Train Workers So That They Can Be of Maximum Assistance to Customers Empower Workers to Make Some Decisions within the Locus of Their Work

Practical Approach
7.

8.
9.

10. 11.

12.

Use Employee Teams to Motivate and Encourage worker Participation Involve Employees in Strategic Planning & Decision making Activity Allow Workers to Participate in Designing Customer Contract Strategies Establish a Written Customer Service Guarantee Policy Cultivate a Physical Environment and Organizational Culture Avoid Complacency at All Costs!

Practical Approach

Six Steps to Excellent Customer Service

1. Impress Prospects and Clients with Professional Proposals & Documents 2. Keep in Touch During the Project 3. Guarantee Your Work 4. Learn to Manage Complaints 5. After the Project is Completed, Give the Customer A Gift 6. Stay In Touch

Bottom Line of Customer Service

When we reach out to our customers (empathy) When make our customers feel at home. When we make our customers feel they are getting their moneys worth and more When we show we care When we give the right advise (they know that we know what we are talking about)

Bottom Line of Customer Service

When we recognize our customers When we take responsibility

(raise the responsibility by what you expect)

When we make our customers feel special When we make mistakes we make it better than before we add value When we keep the promises we make We say thank you clear and loud

Phone Customer Service

Did you know that a caller to your employment can tell and perceive your mood and even if there is a smile on your face by the tone of your voice. Phone Etiquette

Companys name Employees name How may I (help, serve, assist) you Listen

(jot the callers name down and use the callers name in the discussion many times if possible) When wanting a different person (it is ok to ask May I inquire as to whom is calling (and or the issue)? If placed on hold (example: Sorry for the wait that department is working on a deadline May I please take a message

Transferring Calls (always give the call the extension number in case they need it later) Thank them for calling!

Customer Service Factors

Telephone Service
13%

Tone of Voice Content

87%

Face - Customer Service

Face to Face
Respect Kindness Consideration Empathy Friendly and effective service Honesty and feelings of pride Use examples to assist customers

Customer Service Factors

Face to Face
7%

38%

55%

Body Language Tone of Voice Content

Facility - Customer Service

Facility Layout

Customer service area

Comfortable Visional designation between work and customer area

Tickets Scheme

Give employee all five tickets at start of the month Employees give their peers a ticket when they see them performing great Customer Service or going beyond the norm Build trust with customers w/ service Reinforce the need of treating customers right

Everything that you can use

Conclusion/Recommendations

Customer Service Area Complete buy in by management and staff. Reward going the extra mile Perception Fairness