Customer Service

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Training for bringing customer service to a new standard

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  • Customer Service

    1. 1. Customer Service Underground Vaults & Storage, Inc. An Overview of Customer Service
    2. 2. Overview <ul><li>Customer service statement </li></ul><ul><li>What is excellent customer service? </li></ul><ul><li>What prevents excellent customer service? </li></ul><ul><li>Customer service cycle at UV&S </li></ul><ul><li>Front line employee </li></ul><ul><li>What are we really selling? </li></ul><ul><li>Going above and beyond </li></ul><ul><li>Creating a passionate team </li></ul><ul><li>Be a hero </li></ul>
    3. 3. Customer Service Statement <ul><li>“we appreciate the opportunity to work with you” </li></ul><ul><li>“we’re glad you called” </li></ul><ul><li>“serving you and getting the information you need is our #1 priority” </li></ul><ul><li>“committed to customer service” </li></ul><ul><li>“we believe you deserve the best service possible” </li></ul><ul><li>“our friendly and knowledgeable staff” </li></ul><ul><li>“Dedicated to meeting or exceeding the expectations of our customers at all times. Our signature is the assurance of quality and that is what makes us the leader….” </li></ul><ul><li>“Providing quality services to our customers is our number one priority.” </li></ul><ul><li>“Security in storage, quality in service” </li></ul>
    4. 4. <ul><li>“ A slogan without action is a lie” </li></ul><ul><li>~ John DiJulius III </li></ul>
    5. 5. What is Excellent Customer Service? <ul><li>Discuss experiences with excellent/poor service </li></ul><ul><li>Make the customer feel welcome, comfortable, important, and understood </li></ul><ul><li>Exceptional customer service takes you from discretionary to necessary </li></ul><ul><li>Physical, Setting, Functional, Technical, Operational, Experiential </li></ul><ul><li>Guestology – understanding their preferences, developing relationships with the customer </li></ul><ul><li>Customers pay for their experience, not ours </li></ul>
    6. 6. What Prevents Excellent Customer Service? <ul><li>Lack of service aptitude </li></ul><ul><li>Declining people skills </li></ul><ul><li>Inability to connect employee job importance to company success rate </li></ul><ul><li>Poor hiring standards </li></ul><ul><li>Lack of experiential training </li></ul><ul><li>Not letting employees have input </li></ul><ul><li>Failure to implement and execute consistency </li></ul><ul><li>Lack of strong employee culture </li></ul><ul><li>Lack of measurements and accountability </li></ul>
    7. 7. Customer Service Cycle at UV&S <ul><li>Group think activity </li></ul><ul><ul><li>What are all of the stages in customer service </li></ul></ul><ul><ul><li>Initial service request– additional contact – follow up etc… </li></ul></ul><ul><ul><li>For each stage, what are the </li></ul></ul><ul><ul><ul><li>Service Defects – things that can go wrong </li></ul></ul></ul><ul><ul><ul><li>Operational Standards – tasks/jobs we do </li></ul></ul></ul><ul><ul><ul><li>Experiential Standards – excellent customer service that we give to make them recommend us to friends </li></ul></ul></ul><ul><ul><ul><li>Above-and-Beyond Opportunities – how we can make their day </li></ul></ul></ul>
    8. 8. Front Line Employee <ul><li>The person who gives the first impression of our company to the customer either on the phone or in person </li></ul><ul><li>Sets the tone for the experience – ex: doctor office </li></ul><ul><li>On the phone, can you hear expressions or attitudes? </li></ul><ul><li>In person, can you see expressions or attitudes? </li></ul><ul><li>As a customer, what do those expressions or attitudes lead you to believe about the company you are considering or currently doing business with? </li></ul>
    9. 9. What Are We Really Selling? <ul><li>Customer service experience </li></ul><ul><ul><li>Excellent customer service creates happy customers </li></ul></ul><ul><ul><li>Happy customers create referrals </li></ul></ul><ul><ul><li>Referrals create new contracts! </li></ul></ul><ul><li>“It takes months to find a customer, and seconds to lose one.” ~Eileen Brownell </li></ul><ul><li>Work is a theatre and every business a stage </li></ul><ul><li>When economy slows, customers give their business to those who have earned it. </li></ul>
    10. 10. Going Above and Beyond <ul><li>Remember, exceptional service takes you from discretionary to necessary </li></ul><ul><li>“ Concentrate not on making a lot of money, but on becoming the type of person people want to do business with.” ~Patricia Fripp </li></ul><ul><li>Make a personal relationship with customers </li></ul><ul><li>Use their name 4 times in a conversation </li></ul><ul><li>Make notes on things in their personal life </li></ul><ul><li>Always greet the person on the phone and introduce yourself </li></ul><ul><li>Avoid ‘oversharing’ </li></ul><ul><li>Train your team to recognize opportunities to go the extra mile, then recognize them for doing so </li></ul>
    11. 11. Creating A Passionate Team <ul><li>Help team think about what it is like to be one of our customers </li></ul><ul><li>Teach new employees expectations our customers have for us </li></ul><ul><li>Create a constant awareness of customer service culture </li></ul><ul><li>People leave supervisors more than they leave jobs </li></ul><ul><ul><li>Culture reflects leadership </li></ul></ul><ul><ul><li>Bring your ‘A’ game to work every day </li></ul></ul><ul><ul><li>“ See a man for what he is and he only gets worse, look at him as if he were what he could be and then he becomes what he should be.” ~John DiJulius III </li></ul></ul>
    12. 12. Creating A Passionate Team <ul><li>Show the team the expectation you have for customer service – lead by example </li></ul><ul><li>Make customer service enjoyable </li></ul><ul><li>Follow up on the expectation you set for your team </li></ul><ul><li>Think about smiling all the time – when you smile, people can hear it in your voice, see it in your attitude, and appreciate the positive you project </li></ul>
    13. 13. Be A Hero <ul><li>When a customer comes to supervisors with a complaint, how many other people have already heard of their complaint? </li></ul><ul><li>Fix the situation right away </li></ul><ul><li>Never make the customer wrong </li></ul><ul><li>Avoid ‘oversharing’ </li></ul><ul><li>Plan ahead for problems </li></ul><ul><li>It is never appropriate to discuss failures or fault in front of a customer </li></ul>
    14. 14. Role Playing Scenarios

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