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Four steps to delivering exceptional


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customer service

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Four steps to delivering exceptional

  1. 1. Four Steps to Delivering Exceptional Customer Service <ul><li>Evaluate, meet and exceed your customers expectations. </li></ul><ul><li>Keep your customers coming back for more. </li></ul><ul><li>Solve problems and turn complainers into company advocates. </li></ul><ul><li>Nurture yourself, so that you can be there for your customers. </li></ul>
  2. 2. Value your Customers <ul><li>Anticipate you customers needs and deliver service that goes that extra mile. </li></ul><ul><li>Your customers evaluation of you is a product of their expectations and their experience </li></ul><ul><li>Expectations X Experience = Evaluation </li></ul>
  3. 3. The Five Keys to Great Customers Service “RATER” <ul><li>Reliability </li></ul><ul><li>Assurance </li></ul><ul><li>Tangibles </li></ul><ul><li>Empathy </li></ul><ul><li>Responsiveness </li></ul>
  4. 4. What is RATER? <ul><li>Reliability </li></ul><ul><ul><li>The ability to provide what was promised, dependably and accurately. </li></ul></ul><ul><li>Assurance </li></ul><ul><ul><li>The knowledge and courtesy of employees, and their ability to convey trust and confidence. </li></ul></ul><ul><li>Tangibles </li></ul><ul><ul><li>The physical facilities and equipment, and appearance of personnel. </li></ul></ul><ul><li>Empathy </li></ul><ul><ul><li>The degree of caring and individual attention provided to customers. </li></ul></ul><ul><li>Responsiveness </li></ul><ul><ul><li>The willingness to help customers and provide prompt service. </li></ul></ul>
  5. 5. The 10 Deadly Sins of Customer Service <ul><li>I don’t know. </li></ul><ul><li>I don’t care. </li></ul><ul><li>I can’t be bothered. </li></ul><ul><li>I know it all. </li></ul><ul><li>You don’t know anything. </li></ul><ul><li>I’m right and you’re wrong. </li></ul><ul><li>I don’t like you. </li></ul><ul><li>I don’t want your kind here. </li></ul><ul><li>Hurry up and wait. </li></ul><ul><li>Don’t come back. </li></ul>
  6. 6. Promises Set Expectations Avoid Breaking Promises <ul><li>The three types of promises </li></ul><ul><ul><li>Personal Promises: </li></ul></ul><ul><ul><ul><li>Promises you make directly to the customer. </li></ul></ul></ul><ul><ul><li>Organizational Promises: </li></ul></ul><ul><ul><ul><li>Direct promises made in company advertising and marketing materials, as well as indirect promises based on the organizations own service image. </li></ul></ul></ul><ul><ul><li>Expected Promises </li></ul></ul><ul><ul><ul><li>Customers bring promises with them based on their past experiences with you and with other service providers. </li></ul></ul></ul>
  7. 7. When You Have to Say No-The Best Way to Deliver Bad News Without Upsetting the Customer <ul><li>Don’t assume you can’t. </li></ul><ul><li>Find and alternative. </li></ul><ul><li>Focus on the positive. </li></ul><ul><li>Add Value to every transaction and show Customers you sincerely value their business. </li></ul><ul><li>Satisfy customers with Top-Quality service even when you can’t deliver what they want. </li></ul>
  8. 8. How to insure Customers Come Back? <ul><li>Call the customer by name – build a relationship. </li></ul><ul><li>Inform the customer of upcoming special promotional events. </li></ul><ul><li>Offer to take care of special needs. </li></ul><ul><li>Thank the customer for his/her business. </li></ul><ul><li>Follow up the service with a contact. </li></ul><ul><li>Show respect, be courteous and be professional-let them know that their satisfaction, not just their business and money, matter to you and to your company. </li></ul>
  9. 9. Nine Times You Should Thank Your Customers <ul><li>When they do business with you – every time. </li></ul><ul><li>When they compliment you. </li></ul><ul><li>When they offer comments or suggestions. </li></ul><ul><li>When they try a new product or service. </li></ul><ul><li>When they recommend you to a friend. </li></ul><ul><li>When they are patient – and not so patient. </li></ul><ul><li>When they help you to serve them better. </li></ul><ul><li>When they complain to you. </li></ul><ul><li>When they make you smile. </li></ul>
  10. 10. Face-to-Face Service Personality <ul><li>Proximity - 18-24 inches </li></ul><ul><li>Eye contact – indirect eye contact can undermine trust. </li></ul><ul><li>Silence – use vocal cues. </li></ul><ul><li>Gestures – use emphasis and reinforcement. </li></ul><ul><li>Posture – lean in to show attentiveness. </li></ul><ul><li>Facial expression – convey friendliness and openness. </li></ul><ul><li>Physical contact – consider the appropriateness. </li></ul><ul><li>Smell – beware of strong perfumes and colognes </li></ul><ul><li>Overall appearance – your customer defines “appropriate.” </li></ul>
  11. 11. Face-to-Face Service Personality <ul><li>7% WORDS </li></ul><ul><li>38% TONE OF VOICE </li></ul><ul><li>55% BODY LANGUAGE </li></ul>
  12. 12. THE MOST IMPORTANT THING! <ul><li>SMILE </li></ul><ul><li>SMILE </li></ul><ul><li>AND SMILE </li></ul><ul><li>THE END? </li></ul>