Florida Petroleum
       Marketers Association
             Tuesday August 4, 1998


Customer Service….
              “Con...
CUSTOMER FACTS:
    WHY CUSTOMERS LEAVE!
•   DIE                     1%


• MOVED AWAY                3%


• INFLUENCED BY...
WHY CUSTOMER
         SERVICE COUNTS!

• LOTS OF CHOICES:

  – TODAY’S CUSTOMERS HAVE LOTS OF
    CHOICES, IF YOU DO NOT M...
WHY CUSTOMER
     SERVICE COUNTS!

•HIGH EXPECTATIONS:
  – CUSTOMERS TODAY KNOW THEY
  ARE IMPORTANT AND THEY EXPECT,
  SO...
WHY CUSTOMER
       SERVICE COUNTS!

• WE ARE ALL CUSTOMERS!

  – YOU BEGIN IMPROVING YOUR
    SERVICE WHEN YOU START
    ...
• Where do you start?

• Train and enforce customer
  service “basics”, as a
  company required program,
  with all of you...
Introducing:
“G.U.S.T.O.”

The five steps of basic
 Customer Service!
“G.U.S.T.O”
• “G” - GREET THE CUSTOMER…
  – HELLO, GOOD MORNING, HOW ARE
    YOU?


• “U” - UPLIFT THE THE CUSTOMER…
  – S...
“The Next Level”

• When you are certain that the
  basics are being done on a
  regular basis you are ready for
  The Nex...
“MILLER’S
   EIGHT
LESSONS TO
PONDER ON
 SERVICING
    THE
CUSTOMER!”
SERVICING THE
           CUSTOMER...

            • LESSON #1

– “CUSTOMERS CANNOT BE
  SATISFIED UNTIL AFTER THEY
  ARE N...
SERVICING THE
        CUSTOMER...

YOUR FIRST SERVICE PRIORITY SHOULD
BE TO ELIMINATE ALL OPPORTUNITIES
FOR DISSATISFYING ...
SERVICING THE
           CUSTOMER...

           • LESSON #2

– “QUALITY SERVICE IS
  NEVER THE CUSTOMER’S
  JOB.”



“We ...
SERVICING THE
           CUSTOMER...
              • LESSON # 3

– “CUSTOMERS SHOULD NEVER BE
  INCONVENIENCED BECAUSE OF
...
SERVICING THE
           CUSTOMER...

              • LESSON # 4

– “CUSTOMERS SHOULD NEVER BE
  REQUIRED TO RESTATE THEIR...
SERVICING THE
            CUSTOMER...
               • LESSON # 5


• NEW RULES FOR MANAGERS:
 – CHANGE MUST BEGIN WITH YO...
SERVICING THE
         CUSTOMER...

           • LESSON # 6

– “HOW YOUR EMPLOYEES FEEL
  IS EVENTUALLY HOW YOUR
  CUSTOME...
SERVICING THE
           CUSTOMER...
             • LESSON #7


– “YOUR CUSTOMERS WILL
  NEVER BE TREATED ANY
  BETTER THA...
SERVICING THE
          CUSTOMER...

            • LESSON # 8

– “NEVER ALLOW AN EMPLOYEE’S
  WORK TO INTERFERE WITH THEIR...
FINAL THOUGHTS:

“Recruiting, hiring, and training
 employees that can provide
 amazing customer service is the
 most diff...
Customer Service….
           “Conveniently”

Thank You!
Florida Petroleum
Marketers Association

Presented by:
Larry Mill...
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Customer Service Presentation - Background Information

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Customer Service Presentation - Background Information

  1. 1. Florida Petroleum Marketers Association Tuesday August 4, 1998 Customer Service…. “Conveniently” Presented by: LARRY MILLER PRESIDENT MILLER MANAGEMENT AND CONSULTING SERVICES, INC.
  2. 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. 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. 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. 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. 6. • Where do you start? • Train and enforce customer service “basics”, as a company required program, with all of your customer service employees!
  7. 7. Introducing: “G.U.S.T.O.” The five steps of basic Customer Service!
  8. 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. 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. 10. “MILLER’S EIGHT LESSONS TO PONDER ON SERVICING THE CUSTOMER!”
  11. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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

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