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WordPress London: Creating a 5 Star Customer Experience

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WordPress London: Creating a 5 Star Customer Experience

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All companies can have a great customer experience every single time. We will go through all the ways to level up your customers experiences.

All companies can have a great customer experience every single time. We will go through all the ways to level up your customers experiences.

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WordPress London: Creating a 5 Star Customer Experience

  1. 1. CREATING A FIVE STAR CUSTOMER SERVICE EXPERIENCE @Michele_Butcherhttps://mlb.pw/wpldn2020
  2. 2. MICHELE BUTCHER-JONES ▸ Lead Support Specialist for Thrive Digital Marketing Agency ▸ Owner of 13Core ▸ Top Geek for Cant Speak Geek ▸ Lead Organizer for Southern Illinois WP Meetup ▸ Teacher/Mom/Photographer https://mlb.pw/wpldn2020
  3. 3. WHAT IS GREAT CUSTOMER SERVICE?https://mlb.pw/wpldn2020
  4. 4. ANY COMPANY CAN BUILD A GREAT PRODUCT, BUT IT TAKES GREAT CUSTOMER SERVICE TO STAY IN BUSINESS@Michele_Butcherhttps://mlb.pw/wpldn2020
  5. 5. WHAT DOES IT TAKE FOR A COMPANY TO BUILD GREAT CUSTOMER SERVICE? @Michele_Butcherhttps://mlb.pw/wpldn2020
  6. 6. SET YOUR STANDARDS EARLY IN THE GAME ▸ ▸ ▸ As an owner or manager set the standard for customer service Training Have your standards written down and accessible to everyone @Michele_Butcherhttps://mlb.pw/wpldn2020
  7. 7. THE SIX CONSIDERATIONS OF A QUALITY COMPANY 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 the company’s culture? Effective in creating a culture of innovation? @Michele_Butcher https://mlb.pw/wpldn2020
  8. 8. BUILD A TEAM, DO NOT HIRE EMPLOYEES ▸ ▸ ▸ ▸ 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 to talk to the CEO, the middle man, and the last new hire so they learn about all aspects of the company. @Michele_Butcherhttps://mlb.pw/wpldn2020
  9. 9. TRAINING TIME ▸ ▸ ▸ ▸ Do NOT train by fire. Train on the technical and the personal aspects of their position Give the time for appropriate training Make sure the trainers know the job they are training others in @Michele_Butcher https://mlb.pw/wpldn2020
  10. 10. FOR EMPLOYERS AND MANAGERS ▸ ▸ ▸ ▸ ▸ 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 for it to be a success. ▸ Great leaders take the time to ask and listen @Michele_Butcherhttps://mlb.pw/wpldn2020
  11. 11. THE 12 ELEMENTS OF EFFECTIVE MANAGING ▸ I know what is expected of me at work. ▸ I have the materials and 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 opinions 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. @Michele_Butcherhttps://mlb.pw/wpldn2020
  12. 12. PROVIDE WHAT IS NEEDED TO SUCCEED ▸ ▸ ▸ ▸ 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 environments and their needs are being met. Always look to improve @Michele_Butcher https://mlb.pw/wpldn2020
  13. 13. SIX STEPS TO QUALITY IMPROVEMENT 1. Identify and select the problem 2. Analyze the problem 3. Generate potential solutions 4. Select and plan solution 5. Implement solution 6. Evaluate solution @Michele_Butcher https://mlb.pw/wpldn2020
  14. 14. IT IS NOT ABOUT YOU ▸ ▸ It is about providing a business based on service or products for others. You may own the company but you work of every single person who buys your product or uses your services. @Michele_Butcher
  15. 15. ANY COMPANY CAN BE CONSIDERED 5 STAR BUSINESS IF THEY PERFORM LIKE IT @Michele_Butcher https://mlb.pw/wpldn2020
  16. 16. HOW DO YOU CREATE A 5 STAR CUSTOMER SERVICE EXPERIENCE EVERY TIME? @Michele_Butcher https://mlb.pw/wpldn2020
  17. 17. NUMBER 1 BE NICE! @Michele_Butcher https://mlb.pw/wpldn2020
  18. 18. KEEP THE DOOR WIDE OPEN BE WELCOMING @Michele_Butcher https://mlb.pw/wpldn2020
  19. 19. WHEN YOU TALK TO THE CUSTOMERS, BE KNOWLEDGABLE @Michele_Butcherhttps://mlb.pw/wpldn2020
  20. 20. LEARN WHAT EXACTLY THE PROBLEM IS SO ASK AND BE A LISTENER @Michele_Butcherhttps://mlb.pw/wpldn2020
  21. 21. IN ALL OPPORTUNITIES BE ENGAGING @Michele_Butcherhttps://mlb.pw/wpldn2020
  22. 22. TO PROPERLY MAKE AN EXPERIENCE AN AWESOME EXPERIENCE, ONE MUST ALWAYS BE OBSERVANT @Michele_Butcherhttps://mlb.pw/wpldn2020
  23. 23. WHEN YOU KNOW THE NEEDS AND WANTS OF YOUR CUSTOMERS IT HELPS TO BE ANTICIPATING @Michele_Butcherhttps://mlb.pw/wpldn2020
  24. 24. YOUR BUSINESS RELIES ON YOUR CLIENTS AND/OR SERVICES BE HUMBLE @Michele_Butcherhttps://mlb.pw/wpldn2020
  25. 25. TYPICALLY CUSTOMERS ARE ALREADY UPSET BE EMPATHETIC @Michele_Butcherhttps://mlb.pw/wpldn2020
  26. 26. THERE IS ONLY ONE FIRST TIME, BE IMPRESSIONABLE @Michele_Butcherhttps://mlb.pw/wpldn2020
  27. 27. WHEN YOU ARE EXCITED ABOUT WHAT YOU DO, IT LEAVES A LASTING IMPRESSION BE MEMORABLE @Michele_Butcherhttps://mlb.pw/wpldn2020
  28. 28. FROM THE CEO, TO THE JANITOR TO THE SUPPORT PERSON ALL HAVE OWNERSHIP @Michele_Butcher https://mlb.pw/wpldn2020
  29. 29. SOMETIMES THINGS DO NOT ALWAYS GO AS PLANNED BE ACCOMMODATING @Michele_Butcherhttps://mlb.pw/wpldn2020
  30. 30. IT IS ALRIGHT TO FIRE A CLIENT AND MAKE IT A POSITIVE EXPERIENCE @Michele_Butcherhttps://mlb.pw/wpldn2020
  31. 31. QUESTIONS? @Michele_Butcherhttps://mlb.pw/wpldn2020

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