Customer service.ok health connect
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Customer service.ok health connect Customer service.ok health connect Presentation Transcript

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