Exceptional Customer Service<br />Oklahoma Center for Nonprofits<br />Sarah Dunn, MPH<br />
Exceptional Service: Customer Skills<br />Proven Techniques On How To Gain,<br />Maintain, and Improve Customer Service<br...
What is Customer Service?<br />(audience participation required)<br />
Customer Service<br />provision of service to customers before,<br />during, and after a purchase.<br />Can be poor, good,...
Fundamentals of Customer Service<br />Customers are people.<br />People deserve to be respected.<br />
Skills to Improve Customer Service<br />Quality<br />Accountability<br />Flexibility<br />Responsibility<br />Credibility<...
Skills cont.<br />Quality<br />Choose the highest quality of individuals<br />– People who aspire to greatness<br />– Peop...
Skills<br />Accountability<br />Emphasize personal accountability<br />Establish the need for personal ownership in every ...
Skills<br />Responsibility<br />Communicate the responsibilities of every<br />member on your team:<br />– To themselves<b...
Skills<br />Flexibility<br />Demonstrate flexibility:<br />Set clear guidelines on how much can be<br />	done to fix a pro...
Skills<br />Credibility<br />Follow through<br />Communicate your intentions<br />Keep your word<br />
Ten Customer Service Facts<br />1. Dissatisfied customers tell an average of 10 people about their bad experience.<br />2....
Ten facts cont.<br />6 Quality of service can distinguish a<br />	business from its competition.<br />7. Customers are wil...
Mom’s Practical Teaching<br />To be the best…<br />…Remember PEST!!!<br />Provide<br />Excellent<br />Service<br />Today<b...
Upcoming SlideShare
Loading in …5
×

Customer service.ok health connect

227 views
201 views

Published on

Published in: Education, Business
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
227
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
2
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Customer service.ok health connect

  1. 1. Exceptional Customer Service<br />Oklahoma Center for Nonprofits<br />Sarah Dunn, MPH<br />
  2. 2. Exceptional Service: Customer Skills<br />Proven Techniques On How To Gain,<br />Maintain, and Improve Customer Service<br />Skills Without Giving Away The<br />Storehouse.<br />
  3. 3. What is Customer Service?<br />(audience participation required)<br />
  4. 4. Customer Service<br />provision of service to customers before,<br />during, and after a purchase.<br />Can be poor, good, exceptional… or<br />anywhere in between.<br />
  5. 5. Fundamentals of Customer Service<br />Customers are people.<br />People deserve to be respected.<br />
  6. 6. Skills to Improve Customer Service<br />Quality<br />Accountability<br />Flexibility<br />Responsibility<br />Credibility<br />
  7. 7. Skills cont.<br />Quality<br />Choose the highest quality of individuals<br />– People who aspire to greatness<br />– People who possess a sense of purpose<br />– People who recognize limitations, but are not stifled by them<br />
  8. 8. Skills<br />Accountability<br />Emphasize personal accountability<br />Establish the need for personal ownership in every customer interaction<br /> Set a standard for the result of each interaction<br /> Demonstrate an attitude of caring toward<br />each customer through role play<br /> The attitude of caring begins<br />with the owner/employer<br />
  9. 9. Skills<br />Responsibility<br />Communicate the responsibilities of every<br />member on your team:<br />– To themselves<br />– To the customers<br />– To the business as a whole<br />
  10. 10. Skills<br />Flexibility<br />Demonstrate flexibility:<br />Set clear guidelines on how much can be<br /> done to fix a problem for a customer<br />Know and communicate the full realm of<br /> possibilities within those guidelines<br />Do EVERYTHING in your power to<br /> leave that customer with a positive thought regarding your interaction<br />
  11. 11. Skills<br />Credibility<br />Follow through<br />Communicate your intentions<br />Keep your word<br />
  12. 12. Ten Customer Service Facts<br />1. Dissatisfied customers tell an average of 10 people about their bad experience.<br />2. Satisfied customers tell an average of 5 people about their positive experience.<br />3. It costs 5 times more to attract new customers than to retain existing ones<br />4. If 20 customers are dissatisfied with your<br />service, 19 won’t bother to tell you. Fourteen<br />will just take their business elsewhere.<br />5. 90% of dissatisfied customers do not complain<br />of poor service. They think no one is listening.<br />
  13. 13. Ten facts cont.<br />6 Quality of service can distinguish a<br /> business from its competition.<br />7. Customers are willing to pay more to<br />receive better service.<br />8. 95% of dissatisfied customers will<br /> become loyal customers if their<br /> complaints are handled well and quickly.<br />9. A good sale is GOOD SERVICE.<br />10. Good service leads to increased sales.<br />
  14. 14. Mom’s Practical Teaching<br />To be the best…<br />…Remember PEST!!!<br />Provide<br />Excellent<br />Service<br />Today<br />

×