What Is Excellent Customer Service? Flipchart Exercise How Do You Recover Service for Each Color? Flipchart Exercise “The Colors of Customer Service” by Karla Edwards and Ray Linder 2011 Relationship Awareness Conference, September 28, 2011

1. What
Is
Excellent
Customer
Service?
Flipchart
Exercise
How
Do
You
Recover
Service
for
Each
Color?
Flipchart
Exercise
“The
Colors
of
Customer
Service”
by
Karla
Edwards
and
Ray
Linder
2011
Relationship
Awareness
Conference,
September
28,
2011
Blue
Excellent
Customer
Service
We
don’t
care
how
much
you
know
until
I
know
you
care
Find
a
way
to
say
yes!
Quality
product
Polite,
friendly,
not
pushy
Being
engaged,
sincerity
Let
me
know
“I
matter”
Keep
promises
Quietly
anticipate
my
needs
Be
there!
Make
my
day!
Smile/positive
attitude
Blue
Service
Recovery
I
am
SO
sorry!
What
can
I
do
for
you
to
correct
the
problem?
Make
it
right
without
me
getting
upset
(I
hate
conflict)
Make
me
feel
like
MY
business
matters!
You
treated
me
like
a
person
and
not
a
problem
Let
me
stay
in
my
“kind”
comfort
zone
Red-­Blue
Excellent
Customer
Service
Pleasantly
efficient
See
me,
i.e.
make
me
aware
you
are
paying
close
attention
to
me
Inquire
and
satisfy
needs
(don’t
impose)
Greet
with
a
smile
Complete
the
transaction,
follow-­‐through
Support
–
not
suffocate
Non-­‐selling,
i.e.
keep
away
from
up-­‐selling,
add-­‐ons
Look
professional
Actively
listen
Knowledgeable
regarding
options,
give
some
but
not
too
many
“The
Colors
of
Customer
Service”
by
Karla
Edwards
and
Ray
Linder
1

2. Red-­Blue
Service
Recovery
Apologize
and
fix
it
Trust
us
–
we
aren’t
trying
to
get
something
for
free
Recognize
that
we
are
a
good
customer
and
that
you
desire
the
relationship
to
continue
Own
the
problem
and
solution:
it’s
not
our
problem,
it’s
their
problem
because
we
aren’t
happy
No
runaround,
no
excuses
No
quoting
policy
Be
pleasant
and
professional
Don’t
go
overboard
–
then
we
might
feel
guilty
for
raising
it
Red
Excellent
Customer
Service
Fast
and
good!
LISTEN
–
I’m
not
going
to
repeat
it
No
platitudes
No
excuses
Be
as
good
as
I
am
Respond
quickly
Red
Service
Recovery
FIX
IT!
NOW!
Compensate
me
for
my
trouble/loss
No
bull^%$#
Don’t
fight
with
me
Red-­Green
Excellent
Customer
Service
What
I
want,
when
I
want
it
Keep
our
choice
of
product
in
stock
Clear
communication
and
information
A
heads
up
Expertise/competence
–
answer
questions
accurately
Leave
me
alone,
I’ll
tell
you
when
I
need
help
No
sales
pitches
Quick
and
concise
Don’t
tell
me
you
know
what
I
need
Authenticity
and
transparency
Red-­Green
Service
Recovery
Admit
it.
Fix
it.
Fast.
(Or
at
least
start
the
solution
of
fixing
it
fast)
Tell
me
what
went
wrong
Tell
me
how
to
prevent
it
from
happening
again
Give
me
a
chance
to
talk
to
the
manager
Don’t
EVER
do
it
again
Compensate
us
and
make
it
right/fair
(we
won!)
Take
it
seriously
“The
Colors
of
Customer
Service”
by
Karla
Edwards
and
Ray
Linder
2

3.
Green
Excellent
Customer
Service
Favorite
grocery
store
is
more
expensive
but
it
has
all
the
key
traits
of
when
I
think
service
is
excellent:
Everything
is
in
place
Nobody
asks
you
anything,
no
surveys
Prices
are
clear
Clean
No
loud
music
If
help
is
needed,
you
get
it
right
away
Green
Service
Recovery
Clear,
understandable
information
Clarification
of
the
process
that
makes
sense
Knowing
that
there
is
a
structure
supporting
the
solution
Apologies
for
the
inconveniences
Blue-­Green
Excellent
Customer
Service
Where
I’m
treated
as
an
individual
Not
too
invasive
Authentic
apology
when
necessary
with
a
solution
Not
scripted
especially
when
by
phone
Clear
accessible
information
especially
when
through
online
service
channels
Feeling
of
“belonging”
–
“I
[service
provider]
will
pay
for
this”
Blue-­Green
Service
Recovery
Clear,
rational
(i.e.
with
a
solution)
and
authentic
apology
Demonstrate
you
care
Restored
choice
-­‐
a
tailored
solution
to
my
specific
issue
Appropriate
follow-­‐up
(but
ask
first)
Put
us
back
in
control
Respond
to
ME
Cost
was
worth
it
(solution
matched
my
inconvenience
level)
Hub
Excellent
Customer
Service
Anticipating
wants
and
needs
Friendly
Appropriate
What
I
as
the
customer
wants
Ask
me
–
listen
without
interruptions
Positive
attitude
Knowledgeable
Responsive
Honest
Decisive
–
make
a
decision
Empowered
“The
Colors
of
Customer
Service”
by
Karla
Edwards
and
Ray
Linder
3

4. Engaged
Above
and
beyond
expectations
Flexibility
Validating
my
needs
and
comments
Hub
Service
Recovery
Acknowledge
and
make
appropriate
responses
Apology
(sincere)
Solved
–
just
fixed
Timely,
now
Admit
error
so
together
we
can
resolve
Restored
partnership
and
rapport
We’re
back
in
balance
–
relationship
is
win/win
“The
Colors
of
Customer
Service”
by
Karla
Edwards
and
Ray
Linder
4