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Slide 1: Tips for Good Customer S ervice Brought to you by the Tri-State Better Business Bureau

Slide 2: Janie went to her local hardware to store to get the supplies she needed to paint her bedroom.

Slide 3: Janie chose her paint color and approached the counter, but there was no one there. So she waited.

Slide 4: And waited…

Slide 5: She finally found a group of employees standing around chatting. She tried to approach them to ask for assistance. One of the employees snapped at her “Can’t you see we’re busy?” It was clear they were not interested in helping their customers.

Slide 6: Janie left the store and vowed never to return. She then went out and told ten of her friends about her bad experience.

Slide 7: The Ten Commandments of Customer Service Appreciate the power of "Yes". Be a good . Know how to apologize. listener. Know who is boss. Give more than expected Get regular feedback. Identify and anticipate needs. Treat employees Make customers well. feel important.

Slide 8: Your main goal is to have each customer leave with a smile on their face and a feeling of having been well taken care of by you and your employees.

Slide 9: Optimal customer service means: Your employees can keep their job. Remember, no  customers equals no business and no employees. You've created a positive buying atmosphere for both  first-time and repeat customers. You're able to satisfy the information or buying needs of  your potential customers. You're able to transform prospects into happy, satisfied  customers.

Slide 10: There are ten best practices found in companies that exemplify excellent customer service. These practices are not just something the company does; these practices are the company. Every employee in the company must understand and carry out these practices on a daily basis. 1. Drive everything in your business with a customer focus. 2. Ask the right questions. 3. Exceed customer needs and expectations. 4. Maintain happy employees.

Slide 11: ten best practices (con’t) 5. Create and use service standards. 6. Have a written plan for ensuring excellence in customer service. 7. Deal effectively with the difficult customer. 8. Use follow-up communications as a way to keep in touch with the customer. 9. Learn from your competitors and use their successes in your business.

Slide 12: And finally… 10. Offer your customers options. If you can't satisfy your customers' needs and expectations, the next best thing is to offer options for other sources of service, even if it is a competitor. This shows the customer that you truly care about them and not just in selling your service.

Slide 13: Dealing with Upset Customers • Listen first, then offer solutions. • If you can't resolve the customer's complaint, volunteer to get someone who can. • Offer alternatives.

Slide 14: Creating the Right Mindset about Complaints • Realize complaints are good. A complaint gives you the opportunity to resolve the situation. • It’s cheaper to solve the problem. • The customer is always . . . the customer. remind yourself that this person is a valued customer, and you need to do whatever it takes to satisfy him/her.

Slide 15: Benefits of Good Customer Service

Slide 16: This information has been brought to you by: The Tri-State Better Business Bureau www.evansville.bbb.org 5401 Vogel Rd. Evansville, Indiana 47715 (812)473- 0202 or (800)359-0979