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Customer Service
- 1. CUSTOMER SERVICE Everyone’s Business
- 2. From There To Here
- 3. “Who we are and how we do it” SERVING
- 5. Loyal customers pay more and are easily recovered
- 6. Keeps our people working
- 7. Allows company to remain financially strong
- 8. Easy way to differentiate from competition
- 9. Opportunity to maximize pay and benefits
- 11. Raise the bar
- 13. Part of our DNA
- 15. revolutionary
- 16. The timing is right.
- 18. We suspect that some competitors are working aggressively to become better than us.
- 19. Our vision is serve as well as the “best of the best”! (Any industry!)How Great Can We Become at Serving?
- 20. We are in this recessionfor a reason
- 21. We have a major window of opportunity.
- 22. From Unique to Unnatural
- 23. move to being a heart issue
- 25. Focus up and out
- 26. Mindset change – a heart thing
- 27. Customer service is an emotion but also an action
- 28. Drives Itself Bigger than Process Improvement
- 29. Affects Everyone
- 31. Agape Love
- 32. A Shining Light
- 33. Excellent customer service is necessary for their very survival. Therefore they “inspect what they expect.”
- 35. Give them something to shoot for!
- 37. The Process Hold meetings/training with all office personnel Let them know this is starting and how it will work. Retrain them on the expectations. Create a positive and fun environment for the Mystery Caller! Use the “Coaching Tool” to create alignment!
- 38. The expectations for a “Great” customer service call are very simple.
- 39. Answer the phone by the 3rd ring.
- 40. Actively Listen
- 41. If needed, use the phrase, “Are you able to hold?”
- 42. Have a great and serving attitude!
- 43. Use the phrase, “How may I serve (help or assist) you?”
- 45. Sincerely thank them for their business.
- 46. Utilize the phrase, “My pleasure.” (non-optional)
- 47. Delight Your Internal Customer
- 48. Passion for Excellence “Passion for Excellence (Mystery Caller) is our main focus—it’s really about serving. The administrative key measures are secondary—because of the focus on serving, the key measures are the best they have ever been anyway.” -Coley Campbell
- 49. Great Customer Service Great customer service is a journey not a destination. It is and will always be a moving target. Our objective is to become better and better at humble servant hood!
Editor's Notes
- ServingWe don’t make or sell anything other than a service, so we all need to understand that we are “here to serve”. The only way we can differentiate ourselves from our competition is through how we serve and this applies to both our internal and our external customers. The key to giving effective service is to have a servant’s heart…which requires each of us to have a healthy does of humility and a passion for taking care of other peoples’ needs.