Excelling at Customer Service Team Freudian; MG 351

What is excellent customer service? Excellent customer service is the ability of an organization to consistently exceed the customer's expectations (Customer Service 2009) Before, during and after the sale!

Excellent customer service is the ability of an organization to consistently exceed the customer's expectations (Customer Service 2009)

Before, during and after the sale!

Why is customer service important? Only 4% of customers bother to tell a company something is wrong The rest defect when the next opportunity comes along

Only 4% of customers bother to tell a company something is wrong

The rest defect when the next opportunity comes along

Why is customer service important? It costs 6 to 10 times more to acquire a new customer rather than to keep an existing customer The impact of poor customer service is HUGE! (Business 2000)

It costs 6 to 10 times more to acquire a new customer rather than to keep an existing customer

The impact of poor customer service is HUGE! (Business 2000)

Know the Customer Put yourself in their shoes Understand the perspective Their perception is reality. Know their needs and expectations

Put yourself in their shoes

Understand the perspective

Their perception is reality.

Know their needs and expectations

Be Caring Customers don't care how much you know until you show how much you care.

Customers don't care how much you know until you show how much you care.

A customer service example A man is traveling and wants to send purchases to his home. He speaks to the hotel concierge... ...here are two scenarios:

A man is traveling and wants to send purchases to his home. He speaks to the hotel concierge... ...here are two scenarios:

A customer service example Concierge #1: “The post office is around the corner. I estimate it will cost you $11.00.” Concierge #2: “I’ll be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s pick a carrier…”

Concierge #1: “The post office is around the corner. I estimate it will cost you $11.00.”

Concierge #2: “I’ll be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s pick a carrier…”

A customer service example Would you agree that choice #2 could earn this customer for life? Concierge #2: “I will be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s select a carrier…”

Would you agree that choice #2 could earn this customer for life?

Concierge #2: “I will be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s select a carrier…”

Complaints WELCOME them It’s one good thing to find out what you could be doing better Make it easy for customers to complain Online complaint forms Complaint cards in common areas Publicized phone number for complaints (Center 2000)

WELCOME them

It’s one good thing to find out what you could be doing better

Make it easy for customers to complain

Online complaint forms

Complaint cards in common areas

Publicized phone number for complaints

(Center 2000)

Positive Attributes Friendly – smile, be warm and caring Accurate – do it right the first time Accountable – resolve problems fast or follow-up if needed Simplicity – make it easy for the customer Respect – be grateful for their business, lookout for their interest

Friendly – smile, be warm and caring

Accurate – do it right the first time

Accountable – resolve problems fast or follow-up if needed

Simplicity – make it easy for the customer

Respect – be grateful for their business, lookout for their interest

Checks and Balances Are you as good as you think you are? Constantly check up on yourself. Measure against the competition. Survey your customers. Research your industry trends. Evaluate yourself continually

Are you as good as you think you are?

Constantly check up on yourself.

Measure against the competition.

Survey your customers.

Research your industry trends.

Evaluate yourself continually

Know the Competition Know who else is out there after your customer's business. Know their strengths and weaknesses. Know how you measure up against them and where you outshine them.

Know who else is out there after your customer's business.

Know their strengths and weaknesses.

Know how you measure up against them and where you outshine them.

Communication Effective communication: strong greetings and handshakes good eye contact ask questions listen actively

Effective communication:

strong greetings and handshakes

good eye contact

ask questions

listen actively

Communication Two thirds of all dissatisfied customers are unhappy because of poor communication. Never assume your customer understands you. A confused customer is not a customer for long. (Body 2009)

Two thirds of all dissatisfied customers are unhappy because of poor communication.

Never assume your customer understands you.

A confused customer is not a customer for long. (Body 2009)

Be Competent Show that you have what it takes. Customers will put their trust in people, they believe can do the job. Take ownership when a problem occurs, even if it's not your fault. (Seigel 2009)

Show that you have what it takes. Customers will put their trust in people, they believe can do the job.

Take ownership when a problem occurs, even if it's not your fault. (Seigel 2009)

Reading the Customer Listen to their tone Are they really happy? Sometimes they say yes even when they’re not. Check their body language Gestures Facial expressions

Listen to their tone

Are they really happy? Sometimes they say yes even when they’re not.

Check their body language

Gestures

Facial expressions

Good Gestures Relaxed breathing Hands in front of the body with the palms held upright Good eye contact Nodding affirmatively Smiling

Relaxed breathing

Hands in front of the body with the palms held upright

Good eye contact

Nodding affirmatively

Smiling

Bad Gestures A hand over the mouth Moving around a lot in a chair Playing with things Yawning No eye contact

A hand over the mouth

Moving around a lot in a chair

Playing with things

Yawning

No eye contact

Reality Check Is the body language consistent with the verbal message? Body language is subject to interpretation Test your hunch and ask them if they are really satisfied!

Is the body language consistent with the verbal message?

Body language is subject to interpretation

Test your hunch and ask them if they are really satisfied!

Conclusion You have learned important skills for excellent customer service: Different communication skills Reading facial and body nonverbals How to handle certain types of customers.

You have learned important skills for excellent customer service:

Different communication skills

Reading facial and body nonverbals

How to handle certain types of customers.

Conclusion Thank you for visiting Team Freudian’s customer service web site. We hope that you learned a lot! Please proceed to the Conclusion page at this time.

Thank you for visiting Team Freudian’s customer service web site.

We hope that you learned a lot!

Please proceed to the Conclusion page at this time.