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Customer service

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Customer service

  1. 1. Quality Customer ServicePRESENTED BY: LYNDA MCNAIR
  2. 2. 2Tell me about it…  Company  When  Need  Expectation  Outcome  Feel
  3. 3. 3Let Me Tell You…  Good < 2  Bad = 16+
  4. 4. 4Unhappy Customers  Organizational Terrorists  Existing  Potential  Future
  5. 5. 5What Happened?  Approach  Greek  Body Business
  6. 6. 6The Greek  Σκαδφϕδασλκφϕδαλσκφϕλδασκϕφλακδ ϕ  ∆σφκλϕαλδφϕδαλκφϕλφκαϕλκφαδϕλκδ λδκααδκσ  Got it?
  7. 7. 7The Body Business Everybody assumes Somebody will do it. Somebodyis mad because while Anybody can, Nobody does. Nobody recognizes that Everybody will not or did not do it. Everybodyblames Somebody when Nobody does what Anybody could !
  8. 8. 8QualityCustomer ServiceAbove & Beyond
  9. 9. Contributing Factors 9  External, Internal  Current, Relevant Information  Higher Volume, Backlogs  Confusion, Stress  Increasing Need
  10. 10. Customer expectation 10  Immediate, Personal  Accurate, DIRFT  Professional Environment  Resource Optimization  Respectful  Private
  11. 11. Service Mindset 11  May I ?  Collaboration  Institutional Pride  Knowledge & Information  Caring  Exceed Expectation
  12. 12. Proactive Outreach 12  Early  Compelling  On-site  Telephonic  Virtual
  13. 13. Always Selling 13  Value  Affordability  Benefit  Outcome SIZZLE
  14. 14. 14Positive Self-ProjectionConfidence Accountability ExpectancyDirection Control DisciplineImage Awareness MotivationEsteem Reliable Happiness
  15. 15. consistent 15  Expectations  Deadlines  Response Times  Follow-up  Monitoring  MBWA
  16. 16. 16QualityCustomer Service  Objective Listening  Thorough Understanding  Knowledgeable, Involved  Solutions, Options  Keeps Management Informed And…
  17. 17. AttitudeThe longer I live, the more I realize the impact of attitude on life .Attitude, to me, is more important than facts . It is more importantthan the past, than education, than money, than circumstances, thanfailures, than success, than what other people think or say or do. It ismore important than appearance, giftedness or skill. It will make orbreak a company, a church, a home.The remarkable thing is we have a choice everyday regarding theattitude we will embrace for that day. We cannot change our past…wecannot change the fact that people will act in a certain way. We cannotchange the inevitable. The only thing we can do is play on the onestring we have and that is our attitude.I am convinced that life is 10% of what happens to me and 90%of how I react to it . And so it is with you… - Charles Swindoll
  18. 18. Customer serviceIs everybody’s business!

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