1.
ELEVATINGCUSTOMER
EXPERIENCES
MICHELE BUTCHER-JONES
https://mlb.pw/cobb2021

2.
Lead Support Specialist at Thrive Agency
Top Geek at Can’t Speak Geek
Lead Organizer for Southern Illinois WP
Meetup
Owner of 13Core
Contributor, Speaker, Mom, Photographer
ALITTLEABOUTME
WHO IS THIS MICHELE BUTCHER-JONES?
https://mlb.pw/cobb2021

3.
GREAT CUSTOMER SERVICE?
WHAT IS
https://mlb.pw/cobb2021

4.
ANYCOMPANYCANBUILD
AGREATPRODUCT,BUTIT
TAKESGREATCUSTOMER
SERVICETOSTAYIN
BUSINESS
https://mlb.pw/cobb2021

5.
WHAT
DOESITTAKE
TOBUILDGREAT
CUSTOMERSERVICE?
https://mlb.pw/cobb2021

6.
As an owner or manager, set
the standard for customer
service
Training, training, training
Have your standards,
processes, and expectations
written down and accessable
to everyone.
SETYOURSTANDARDSEARLYINTHEGAME
https://mlb.pw/cobb2021

7.
IS IT….
Part of a systematic approach for achieving the
Key Success Factors?
Driving employee empowerment and innovation?
Embracing product and service benchmarking?
Based on research of proven best practices?
Transferrable to company’s culture?
Effective in creating a culture of innovation?
THESIXCONSIDERATIONSOFAQUALITYCOMPANY
https://mlb.pw/cobb2021

8.
Everyone should “want to be there” and not there
to get a paycheck.
Take time to find the right person for the position
You can always teach skills, but you can not
teach inspiration and dedication
Have the applicants talk to the CEO, the middle
man, and the last new hire so they can learn all
aspects of the company.
BUILDATEAM,DONOTHIREEMPLOYEES
https://mlb.pw/cobb2021

9.
Do NOT train by fire
Train on the technical and the personal aspects
of the position
Give the time for appropriate training
Ensure the trainers know the job they are training
others in.
TRAININGTIME
https://mlb.pw/cobb2021

10.
Happy team members will go above and beyond
their minimum standards
Respect goes both ways
Engage in the department
The janitor is as much a part of the team as the CEO
Sometimes you have to roll up your sleeves and join
your team to be a success
Great leaders take the team to ask and listen.
FOREMPLOYERSANDMANAGERS
https://mlb.pw/cobb2021

11.
I know what is expected of me at work
I have the materials & equipment to do what I do best every day.
In the last 7 days, I have received recognition or praise for doing good work.
My supervisor, or someone at work cares about me as a person.
There is someone at work who encourages my development.
At work, my options seem to count.
The mission or purpose of my company makes me feel that my job is
important.
My fellow employees are committed to doing quality work.
I have a best friend at work.
In the last 6 months, someone at work has talked to me about my progress.
This last year, I have had opportunities at work to learn and grow.
THE12ELEMENTSOFEFFECTIVEMANAGING
https://mlb.pw/cobb2021

12.
Ensure the technology is appropriate for the work
being completed
Give trust to your employees that they will make
the best decision with what they are given
Talk with your team to ensure positive work
environment and their needs are being met
Always look to improve
PROVIDEWHATISNEEDEDTOSUCCEED
https://mlb.pw/cobb2021

13.
Identify and select the problem
Analyze the problem
Generate potential solutions
Select and plan solution
Implement solution
Evaluate solution
SIXSTEPSTOQUALITYIMPROVEMENT
https://mlb.pw/cobb2021

14.
It is about providing a business based service or
products for others
Every single person still has to answer to
someone
You may own the company but you work for
every single person wo buys your products or
uses your service.
ITISNOTABOUTYOU!
https://mlb.pw/cobb2021

15.
ANYCOMPANYCANBECONSIDERED
5STARASLONGASTHEY
PERFORMLIKEIT!
https://mlb.pw/cobb2021

16.
HOWDOESACOMPANY
CREATEANELEVATED
CUSTOMEREXPERIENCE
EVERYSINGLETIME?
https://mlb.pw/cobb2021

17.
NUMBER 1 AND MOST IMPORTANT
BE NICE!
https://mlb.pw/cobb2021

18.
KEEP THE DOOR WIDE OPEN
BE WELCOMING
https://mlb.pw/cobb2021

19.
WHEN YOU TALK TO THE CUSTOMERS
BE KNOWLEDGABLE
https://mlb.pw/cobb2021

20.
LEARN WHAT EXACTLY THEN PROBLEM IS, SO ASK AND
BE A LISTENER
https://mlb.pw/cobb2021

21.
BE
ENGAGING
IN ALL OPPORTUNITIES
https://mlb.pw/cobb2021

22.
TO PROPERLY MAKE AN EXPERIENCE AN AWESOME EXPERIENCE,
ONE MUST ALWAYS
BE OBSERVANT
https://mlb.pw/cobb2021

23.
WHEN YOU KNOW THE NEEDS AND WANTS OF YOUR
CUSTOMERS IT HELPS TO
BE ANTICIPATING
https://mlb.pw/cobb2021

24.
YOUR BUSINESS RELIES ON YOUR CLIENTS AND OR SERVICES
BE HUMBLE
https://mlb.pw/cobb2021

25.
TYPICALLY CUSTOMERS ARE ALREADY BE UPSET
BE EMPATHETIC
https://mlb.pw/cobb2021

26.
BE
IMPRESSIONABLE
THERE IS ONLY
ONE FIRST TIME
https://mlb.pw/cobb2021

27.
WHEN YOU ARE EXCITED ABOUT WHAT YOU DO,
IT LEAVES A LASTING IMPRESSION
BE MEMORABLE
https://mlb.pw/cobb2021

28.
FROM THE CEO TO THE JANITOR, TO THE SUPPORT PERSON,
ALL HAVE OWNERSHIP
BE ACCOUNTABLE
https://mlb.pw/cobb2021

29.
SOMETIMES THINGS DO NOT ALWAYS GO AS PLANNED
BE ACCOMMODATING
https://mlb.pw/cobb2021

30.
IT IS ALIGHT TO FIRE A CLIENT, AND MAKE IT A POSITIVE EXPERIENCE
BE A PROBLEM
SOLVER
https://mlb.pw/cobb2021

31.
QUESTIONS???
YOU CAN FIND ME AT…
Michele_ButcheronTwitter
MicheleButcher-JonesonMakeWPSlack
MicheleButcher-JonesonFacebook
M_ButcheronWordPress.org
CantSpeakGeek.com
13Core.com
ShutterAndShoot.com
https://mlb.pw/cobb2021