Your SlideShare is downloading. ×
Customer Service Presentation - Background Information
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Customer Service Presentation - Background Information

3,570
views

Published on

PPT for Customer Service train for Florida Petroleum Marketers

PPT for Customer Service train for Florida Petroleum Marketers


0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
3,570
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
3
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Florida Petroleum Marketers Association Tuesday August 4, 1998 Customer Service…. “Conveniently” Presented by: LARRY MILLER PRESIDENT MILLER MANAGEMENT AND CONSULTING SERVICES, INC.
  • 2. CUSTOMER FACTS: WHY CUSTOMERS LEAVE! • DIE 1% • MOVED AWAY 3% • INFLUENCED BY FRIENDS 5% • LURED BY COMPETITION 9% • DISSATISFIED WITH PRODUCTS OR PRICING 14% • TURNED AWAY BY BAD ATTITUDE OR LACK OF RESPECT SHOWN BY AN EMPLOYEE…. 68%
  • 3. WHY CUSTOMER SERVICE COUNTS! • LOTS OF CHOICES: – TODAY’S CUSTOMERS HAVE LOTS OF CHOICES, IF YOU DO NOT MEET OR EXCEED THEIR EXPECTATIONS THEY WILL TAKE THEIR BUSINESS ELSEWHERE.
  • 4. WHY CUSTOMER SERVICE COUNTS! •HIGH EXPECTATIONS: – CUSTOMERS TODAY KNOW THEY ARE IMPORTANT AND THEY EXPECT, SOMETIMES EVEN DEMAND, TO BE TREATED WELL. IT IS OUR JOB TO MEET OR EXCEED THESE EXPECTATIONS.
  • 5. WHY CUSTOMER SERVICE COUNTS! • WE ARE ALL CUSTOMERS! – YOU BEGIN IMPROVING YOUR SERVICE WHEN YOU START IDENTIFYING YOUR OWN EXPERIENCES WITH YOUR CUSTOMERS. IT’S CALLED EMPATHY!
  • 6. • Where do you start? • Train and enforce customer service “basics”, as a company required program, with all of your customer service employees!
  • 7. Introducing: “G.U.S.T.O.” The five steps of basic Customer Service!
  • 8. “G.U.S.T.O” • “G” - GREET THE CUSTOMER… – HELLO, GOOD MORNING, HOW ARE YOU? • “U” - UPLIFT THE THE CUSTOMER… – SAY SOMETHING POSITIVE • “S” - SELL THE CUSTOMER… – LET THEM KNOW THE SPECIALS AND SUGGEST RELATED ITEMS • “T” - THANK THE CUSTOMER… – SINCERELY THANK THEM FOR THEIR PATRONAGE AND PURCHASES • “O” - OFFER A RECEIPT… – PROVIDE EACH CUSTOMER WITH THE OPPORTUNITY TO RECEIVE A RECEIPT FOR THE PURCHASE
  • 9. “The Next Level” • When you are certain that the basics are being done on a regular basis you are ready for The Next Level or becoming famous for your Customer Service.
  • 10. “MILLER’S EIGHT LESSONS TO PONDER ON SERVICING THE CUSTOMER!”
  • 11. SERVICING THE CUSTOMER... • LESSON #1 – “CUSTOMERS CANNOT BE SATISFIED UNTIL AFTER THEY ARE NOT DISSATISFIED.” “Take care of the ends, and the means will take care of themselves.” GANDHI
  • 12. SERVICING THE CUSTOMER... YOUR FIRST SERVICE PRIORITY SHOULD BE TO ELIMINATE ALL OPPORTUNITIES FOR DISSATISFYING CUSTOMERS, BECAUSE THESE ARE WHAT CAUSE CUSTOMERS TO LEAVE. ONLY THEN YOU CAN INVEST IN SATISFYING, DELIGHTING, & AMAZING THE CUSTOMER.
  • 13. SERVICING THE CUSTOMER... • LESSON #2 – “QUALITY SERVICE IS NEVER THE CUSTOMER’S JOB.” “We already make the customers serve themselves, what we need to be great at is friendliness, courtesy, and appreciation.” JOHN THOMPSON
  • 14. SERVICING THE CUSTOMER... • LESSON # 3 – “CUSTOMERS SHOULD NEVER BE INCONVENIENCED BECAUSE OF POLICIES THAT ARE KNOWN ONLY TO EMPLOYEES AND DO NOT BECOME KNOWN TO CUSTOMERS UNTIL THEY ARE USED AGAINST THEM.” – “Don’t fight a battle if you don’t gain anything by winning.” GENERAL GEORGE S. PATTON, JR.
  • 15. SERVICING THE CUSTOMER... • LESSON # 4 – “CUSTOMERS SHOULD NEVER BE REQUIRED TO RESTATE THEIR REQUEST OR COMPLAINT TO SEVERAL EMPLOYEES BEFORE HAVING IT RESOLVED.” “If you ever live in a country run by a committee, make certain you are on the committee.” LAO TZU
  • 16. SERVICING THE CUSTOMER... • LESSON # 5 • NEW RULES FOR MANAGERS: – CHANGE MUST BEGIN WITH YOU. – YOUR JOB IS TO SET EXAMPLES AND LEAD. YOU CAN’T DO IT ALONE. “If the quarterback doesn’t know what he is supposed to do with the ball, how in the hell can the line block for him?” VINCE LOMBARDI
  • 17. SERVICING THE CUSTOMER... • LESSON # 6 – “HOW YOUR EMPLOYEES FEEL IS EVENTUALLY HOW YOUR CUSTOMERS WILL FEEL.” “I can sum up your job in one word, it is“rapport.” Build it between you and your employees and success will follow.” DERWOOD GROSE
  • 18. SERVICING THE CUSTOMER... • LESSON #7 – “YOUR CUSTOMERS WILL NEVER BE TREATED ANY BETTER THAN YOUR EMPLOYEES TREAT EACH OTHER.” “Fail to honor people, they fail to honor you.” LAO TZU
  • 19. SERVICING THE CUSTOMER... • LESSON # 8 – “NEVER ALLOW AN EMPLOYEE’S WORK TO INTERFERE WITH THEIR JOB.” “Never give an order that can’t be obeyed.” GENERAL DOUGLAS MACARTHUR
  • 20. FINAL THOUGHTS: “Recruiting, hiring, and training employees that can provide amazing customer service is the most difficult task facing the convenience retailer today. Those that understand this and work towards accomplishing it will grow and prosper. Those that don’t will scramble to survive in this competitive business.” LARRY MILLER
  • 21. Customer Service…. “Conveniently” Thank You! Florida Petroleum Marketers Association Presented by: Larry Miller President Miller Management and Consulting Services, Inc. 5029 Hawks Hammock Way Sanford, Florida 32771 407-323-6677