0
Give them
lollipops
(and money)
By Christine Halvorson

{
My
credentials
…

{
but…
Practice “Beginner’s Mind”

{
• I need to be open to their

needs and their level of
understanding of the situation
• I need to serve their needs
eagerl...
Are you practicing What would you
“Beginner’s
do for Tyler?
Mind”…or
Are you
listening?
Are you really listening with

genuine interest?
Top 25 skills for good customer service
Thanks to the Internet and instant
gratification, customers have
Heightened Expectations
In a study of 14,000 bank
customers, 55 percent
of respondents indicated
they would leave a
particular bank if they
experi...
In other word
banking
customers wil
drop you in a
minute if they
see something
better
elsewhere
[financial services] need to
be] keenly attuned to what their
customers need and want, change
their services accordingly, ...
Surprise and delight:
The Zappos Model
ource
ttp://consumerist.com/
011/01/zapposustomer-service-repsndness-warms-our-

sent flowers to a woman who
ordered six d...
Surprise and delight:

customer service
rep physically went
to a rival shoe
store to get a
specific pair of
shoes for a wo...
Surprise and delight:

overnighted a free
--free! -- pair of
shoes to a best
man who had
arrived a wedding
shoeless.
Surprise and delight:

paid the tolls on
the
Massachusetts
Turnpike one day
Q: What keeps customers?

A: Customers' perception
that [the company] does
what's best for them, not
the company
Rose
What keeps customers?
It is built

interaction by
interaction
through exceptional customer
service
What will make your
members write
songs about you?
Banking customer service prez
Banking customer service prez
Banking customer service prez
Banking customer service prez
Banking customer service prez
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Banking customer service prez

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Transcript of "Banking customer service prez"

  1. 1. Give them lollipops (and money) By Christine Halvorson {
  2. 2. My credentials … { but…
  3. 3. Practice “Beginner’s Mind” {
  4. 4. • I need to be open to their needs and their level of understanding of the situation • I need to serve their needs eagerly, and • I need to assume nothing— no preconceived notions.
  5. 5. Are you practicing What would you “Beginner’s do for Tyler? Mind”…or
  6. 6. Are you listening?
  7. 7. Are you really listening with genuine interest?
  8. 8. Top 25 skills for good customer service
  9. 9. Thanks to the Internet and instant gratification, customers have Heightened Expectations
  10. 10. In a study of 14,000 bank customers, 55 percent of respondents indicated they would leave a particular bank if they experienced poor customer service. Source: http://www.conferoinc.com/blog/entry/june-2011-low-hanging-fruit-these-statsshow-opportunities-to-best-the/
  11. 11. In other word banking customers wil drop you in a minute if they see something better elsewhere
  12. 12. [financial services] need to be] keenly attuned to what their customers need and want, change their services accordingly, and then they need to provide excellent customer service along the way. Source: http://www.in.capgemini.com/insights_and_resources/news/while-majority-ofbanking-customers-satisfied/
  13. 13. Surprise and delight: The Zappos Model
  14. 14. ource ttp://consumerist.com/ 011/01/zapposustomer-service-repsndness-warms-our- sent flowers to a woman who ordered six different pairs of shoe because her feet were damaged b
  15. 15. Surprise and delight: customer service rep physically went to a rival shoe store to get a specific pair of shoes for a woman when Zappos ran out of stock.
  16. 16. Surprise and delight: overnighted a free --free! -- pair of shoes to a best man who had arrived a wedding shoeless.
  17. 17. Surprise and delight: paid the tolls on the Massachusetts Turnpike one day
  18. 18. Q: What keeps customers? A: Customers' perception that [the company] does what's best for them, not the company
  19. 19. Rose
  20. 20. What keeps customers? It is built interaction by interaction through exceptional customer service
  21. 21. What will make your members write songs about you?
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