Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

5-Star Customer Service 06-2014

584 views

Published on

The Basics of 5-Star Customer Service

Published in: Career, Business, Technology
  • Be the first to comment

  • Be the first to like this

5-Star Customer Service 06-2014

  1. 1. “5 Star Customer Service” June 12th, 2014
  2. 2. Kenlyn T. Gretz President and CEO
  3. 3. Fast Customer Service = Revenue!
  4. 4. Fast = Revenue » Quotes » Bids » Answer Questions & Turn Them Into Sales » Ask Their Expectations. » Fast <> Poor » Fast <> Incomplete
  5. 5. Fast = Revenue » Track how long it takes to get an answer. » Eliminate Road Blocks and People. » Streamline processes. » Create check points. » Give partial answers and updates. » Don’t cause unnecessary road blocks yourself.
  6. 6. How Do You Interact With Customers? 1. Face to Face 2. Phone 3. Email 4. Combo of all three 5. Combo of phone and email 6. Combo of face to face and phone
  7. 7. Your Clients? 1. Business to Business 2. Business to Consumer 3. Combo
  8. 8. Greet!
  9. 9. Social Media
  10. 10. IGNORE OR RESPOND? What do you think?
  11. 11. “I am sorry you had a bad experience. As you can see from other reviews we do much better 99% of the time. The next time you stop in, ask for the manager. Mention this post and we will have something special for you.” Does this encourage more negative responses?
  12. 12. “I am sorry you had a bad experience. 99% of our customers have a good experience. I will send you a private message and make it right for you.” Does this encourage more negative responses?
  13. 13. Fast Response Customer Service
  14. 14. Smile!
  15. 15. Clean Language A simple principle: If I use the same words as you, then we have a greater possibility of creating a rapid rapport based on mutual language use. » Customer calls it: medical bill, don’t say statement » Customer calls it: turned off, don’t say power cycle » Customer calls it: balance, don’t say reconcile
  16. 16. Stop Everything.
  17. 17. “I am sorry, but that is against our policy.”
  18. 18. “Our Policy” » Try to avoid the words “our policy” and “procedure”. » Most policies are required because of laws that require them. » Most policies do benefit your customers in some way; maybe not directly, but as a whole. » When you have to say: “our policy” or “our procedure”, see if you can change it to show their benefit or at least that they are not alone in the situation.
  19. 19. Example “I know this sale item is only 2 per customer, but may I have 3?” No, that is against our policy. (stop) Answer Fire Back: “I know this sale item is only 2 per customer, but may I have 3?” No, that is against our policy. Would you be paying with cash, check or credit card?
  20. 20. Example Answer Fire Back: “I know this sale item is only 2 per customer, but may I have 3?” We have so many great customers like you and we want to make sure that they all can take advantage of the sale so everybody is happy. I am sure you understand! Never said NO. Turn them into loyal buyers and be assumptive in closing the conversation.
  21. 21. Even Better Example “I know this sale item is only 2 per customer, but may I have 3?” I know you are a great customer. I am going to bend the rules a bit for you! But you have to promise to be a customer for life!  Do we have a deal?
  22. 22. Policy | Policy | Policy » Know Why (KW?) you have the policy. » Re-Evaluate the policy. » Make sure your competitors have a similar policy. » Know a “quick story” about the policy. » Know how to “bend” a policy for good customers. » Give co-workers the understanding of when to “bend” a policy and how to do it.
  23. 23. Look Me In The Eye!
  24. 24. Tell Somebody Where To Go!
  25. 25. Directions To: » Nearest Gas Station » Park » Event (Fair, Festival) » Hospital » Theater » Think: out of town people/visitors » Why not have it printed off!
  26. 26. Speak Clearly
  27. 27. Not OUR Fault Still Our PROBLEM!
  28. 28. Not Your Fault, Still Our Problem 1. Look up phone numbers for people. 2. Find other companies that can help them. 3. Be a connector. 4. Creative Solutions. 5. Brain Storm. 6. Turn problems into loyal customers who then tell the story over and over.
  29. 29. One Call Resolution Benefits?
  30. 30. Voice Mails & Emails Business to Business ABC Supply calling Mary at XYZ Company: “Hi Mary. Sorry I missed you. This is Mark from ABC Supply. Call me.”
  31. 31. Voice Mails & Emails Business to Business “Hi Mary. Sorry I missed you. This is Mark from ABC Supply. Your account number I am calling about is 154984 for the Barnsom Job. I would like some more information on line item 24 regarding the specs of your quote. I need to know the capacity. You can call me at 920-484-4848 before 4:30 CST time today or I am in at 7AM CST tomorrow. If it is easier, just email me. I am not sure you have my email so it is marks@abcsupply.com - Thanks. I need this information by Friday at the latest.”
  32. 32. Voice Mails & Emails Business to Business “Hi Mary. Sorry I missed you. This is Mark from ABC Supply. Your account number I am calling about is 154984 for the Barnsom Job. I would like some more information on line item 24 regarding the specs of your quote. I need to know the capacity. You can call me at 920-484-4848 before 4:30 CST time today or I am in at 7AM CST tomorrow. If it is easier, just email me. I am not sure you have my email so it is marks@abcsupply.com - Thanks. I need this information by Friday at the latest.”
  33. 33. Voice Mails & Emails Give people what they need to get the job done! The cost of phone tag and email tag is HUGE!
  34. 34. Email Attachments
  35. 35. Email Attachments What are they going to do with your attachment? MM-DD-YYYY_Americollect_ABC_Clinic_History.xlsx
  36. 36. Organizing Meetings With Three or More Via Outlook
  37. 37. Suggestion Times: Please Reply All with the number of the time that does not work for you. 1. Monday, June 16th 3:00 - 4:00 PM CST 2. Tuesday, June 17th, 10:00 -11:00 AM CST 3. Wednesday, June 18th, 9:30 - 10:30 AM CST
  38. 38. Be Fun! Even in Emails!
  39. 39. Ideas! http://nationaldaycalendar.com/ » Happy Thursday! » Plans for the weekend!
  40. 40. Choose The Right Words
  41. 41. Upset Customer
  42. 42. RAPPORT
  43. 43. Building Rapport Simple Definition: Getting somebody to like you quickly. Create a sympathetic relationship or understanding. Rapport building time starts as soon as you say hello with a smile.
  44. 44. Building Rapport Over The Phone Your Tools: » Their Name » Natural » Warmth » Pleasant » Interested » Smiley » Volume More Tools: » Pace » Words » Active Listening » Caring » Tonality » Breathing » Inflection
  45. 45. Building Rapport Makes difficult customers easier to work with.
  46. 46. Upset Customer
  47. 47. Upset Customer 1. Let them finish. 2. Take notes & don’t assume. 3. Their First Time! 4. Apologize: “I am sorry you had a bad experience. I may be able to help.”
  48. 48. What Type of Complaint? 1. Complaint about employee. 2. Complaint about product. 3. Complaint/misunderstanding of how the process worked. 4. Complaint about price/value. You should have a scripted response for each of these.
  49. 49. What Type of Complaint? Complaint about employee: “I appreciate you letting me know about your experience with John. I will surely let his manager know about your experience. I personally know John would appreciate the feedback and he will grow from this. Thank you. Is there anything else I can do for you?”
  50. 50. What Type Of Complaint? Complaint about product: “I appreciate you letting me know about your experience with our company. I will surely let the owner know about your experience. I personally know the owner would appreciate the feedback and he is always looking to improve our products. Thank you. Is there anything else I can do for you?” Need to go deeper?
  51. 51. What Type of Complaint? Complaint/misunderstanding of how the process worked: “I appreciate you letting me know about your experience with our company. I will surely let the owner know about your experience. I personally know the owner would appreciate the feedback and he is always looking to improve our processes. Thank you. I am sorry that we didn’t do a better job explaining what happens after you do X. I can appreciate your misunderstanding and I think we can improve for the next time.” Need to go deeper?
  52. 52. What Type Of Complaint? Complaint about price/value: “I appreciate you letting me know about your experience with our company. I will surely let the owner know about your experience. I personally know the owner would appreciate the feedback . Thank you. Is there anything else I can do for you?” Need to go deeper?
  53. 53. Service Recovery 1. Price Discount. 2. Bounce Back Coupon (for next time). 3. Completely Free! 4. Toss in something for free. 5. Free for somebody else (careful).
  54. 54. Upset Customer Practice Practice Practice Practice
  55. 55. Satisfied Log
  56. 56. Newest Customer/Finish Next Decision
  57. 57. Surprise!
  58. 58. The Art of Surprise
  59. 59. The Art of Surprise 1. Random 2. Not expected 3. No reason 4. Not based on purchase amount 5. Sincere 6. Special 7. Controlled/approved by company 8. Select vocal, connected people
  60. 60. Under Promise And Over Produce Your Sales Person
  61. 61. Under Promise And Over Produce Sure we can do that! Just sign here!
  62. 62. Hey look at me! I just sold a new client! I am so cool! Under Promise And Over Produce
  63. 63. You told them we could do WHAT! By FRIDAY! Under Promise Over Produce
  64. 64. Under Promise And Over Produce Don’t back yourself into a corner with outcomes that are hard to achieve. » Deadlines » Pricing » Service Educate your sales & front line people about the reality of your business and your competitor’s ability to accomplish what they are proposing.
  65. 65. Under Promise And Over Produce “I think we can generate that report for you. It may be a custom report or a current report may need some tweaking. Do you have a specific deadline or would early next week be good for you?”
  66. 66. Under Promise And Over Produce “I think we can generate that report for you. It may be a custom report or a current report may need some tweaking. Do you have a specific deadline or would early next week be good for you?” Then get it DONE now and get it out the door. John: “After I hung up the phone with you, I realized that this report should be escalated because you are such an important client. So I completed it today. Have a great weekend!” LOYALTY
  67. 67. Under Promise And Over Produce Challenge: List where you fail your clients? Is it because they were “over promised?” Challenge: How could you train your team to better state the reality of the promise to make your company look better? LOYALTY
  68. 68. What is your nail! This is your pain.
  69. 69. Capture Opportunity To Bring Value
  70. 70. Capture Opportunity To Bring Value Bringing value is really adding to your product. It may turn out to make your customers more loyal and/or give an opportunity to increase the “add on sales.” Ask your customers what they would like even more about your company/service/product? Steal ideas from different companies/industries and apply them to your own.
  71. 71. Capture Opportunity To Bring Value Brain Storm - What can I do?: » Substitute » Combine » Adapt » Modify – Minimize – Maximize » Eliminate » Create other uses » Reverse http://www.gitomer.com/
  72. 72. What To Remove?
  73. 73. Dr. Robert Paczkowski
  74. 74. I Am Not Your Friend!
  75. 75. Answer
  76. 76. Now, What Is The Question?
  77. 77. Don’t Over Share I am the only one here! Nobody showed up for work today. Our email servers just came back up! Our phones were down! My computer is a piece of junk!
  78. 78. Big Data From The Little Guy!
  79. 79. Like Our Page!
  80. 80. Thank You! Manitowoc County Chamber!
  81. 81. FIVE time winner of Inc Magazine’s Fastest Growing Private Company! 2009 – 2013 FIVE time winner of Inside ARM Best Places to work in Collections.

×