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Customer Service in Manitowoc County: Bringing Fun To Life
- 2. REASONS CUSTOMERS DON’T COME BACK 3% MOVE AWAY 5% DEVELOP OTHER RELATIONSHIPS 9% ARE DISSATISFIED WITH THE PRODUCT 68% EXPERIENCE AN ATTITUDE OF INDIFFERENCE OR RUDENESS TOWARD THE CUSTOMER BY THE OWNER, MANAGER OR AN EMPLOYEE Source: Customer Service for the New Millennium
- 3. SHARING THE BEST OF MANITOWOC COUNTY
- 5. WHO IS YOUR CUSTOMER? ● LOCAL ● VISITOR
- 6. • IN AN INCREASINGLY SHARE-FRIENDLY WORLD, CUSTOMER SERVICE GOES BEYOND THE MOMENT OF INTERACTION • IDEALLY, INTERACTIONS WILL TRANSLATE INTO FURTHER ENDORSEMENTS OF YOUR OFFERINGS
- 7. AGENDA LIFE IN MANITOWOC COUNTY THE BASICS OF CUSTOMER SERVICE DEFUSING ANGRY CUSTOMERS SHOW PRIDE IN YOUR COMMUNITY CUSTOMER SERVICE IN THE DIGITAL AGE
- 8. THE BASICS OF CUSTOMER SERVICE
- 9. [1] ROLL OUT THE RED CARPET: PROVIDE AN INVITING GREETING TO THE CUSTOMER [2] DON’T BE A STRANGER: CREATE A RELATIONSHIP WITH THE CUSTOMER [3] GET TO THE POINT: PROVIDE CLEAR, ACCURATE AND TIMELY INFORMATION
- 10. ROLL OUT THE RED CARPET
- 11. ● Friendly Welcome ● Stand Up ● Make Eye Contact ● Smile
- 12. Greet People: With a smile and an offer of assistance. Even if you cannot attend to them immediately make the eye contact. •Make the customer feel wanted: Whatever that may mean. From just a “Hello” to helping them locate where they are wanting to go. Going the extra mile is telling them about places they may never have known they wanted to see!
- 13. I REALLY LIKE THAT SCARF YOUR WEARING. THAT PURSE REALLY FITS THE SEASON HAVING YOUR CONFIRMATION NUMBER READY REALLY HELPS SPEED UP THE PROCESS. THANK YOU. BUT AND MOST IMPORTANTLY BE SINCERE OFFER A PLEASANT COMPLIMENT RETURNCUSTOMERS.COM
- 14. • ESTABLISH TRUST AND MAKE THE CUSTOMER FEEL VALUED BY PROVIDING AN INVITING INTRODUCTION TO TO YOUR BUSINESS
- 15. • REFER TO YOUR CUSTOMERS BY NAME I have to put you on hold for a moment John so I can transfer you to the correct department
- 16. • BE DIPLOMATIC AND TACTFUL • USE A GENTLE TONE OF VOICE
- 17. • END ON A POSITIVE NOTE
- 18. • CREATE A RELATIONSHIP THAT MAKES THEM WANT TO COME BACK. DON’T BE A STRANGER
- 19. • LOOK ENTHUSIASTIC AND PROFESSIONAL
- 20. GREET WITH A WARM SMILE + MAKE FRIENDLY EYE CONTACT + PROJECT POSITIVE BODY LANGUAGE CUSTOMER WHO FEELS VALUED
- 21. • ONCE THE CUSTOMER FEELS VALUED, A RELATIONSHIP WILL BE FORMED Source: Albert Mehrabian; 1939
- 22. • CHOOSE A POSITIVE ATTITUDE – TO THE CUSTOMER, YOU ARE THE BUSINESS; CONVEY THE SPIRIT OF THE BUSINESS THROUGH YOUR ATTITUDE
- 23. • Effective Responses Use Effective Responses: Keep out the negative comments. “I can’t”, “we don’t”, “I don’t know” out and replace with positive effective responses: “I will” “We can” “Let me find that out”
- 25. “THERE IS ONLY ONE BOSS: THE CUSTOMER, AND HE CAN FIRE EVERYBODY IN THE COMPANY FROM THE CHAIRMAN ON DOWN, SIMPLY BY SPENDING HIS MONEY SOMEWHERE ELSE” – Sam Walton
- 26. TEN STEPS TO DEFUSE ANGRY CUSTOMERS ● ASSUME THAT THE CUSTOMER HAS THE RIGHT TO BE ANGRY ● LISTEN TO EMOTION WITHOUT EMOTION ● BE PATIENT ● SPEAK SOFTLY ● REITERATE ● OWN THE PROBLEM ● PLACE THE CUSTOMER FIRST, PROBLEM SECOND ● DETERMINE THE ROOT OF THE PROBLEM ● CORRECT THE ISSUE ● FOLLOW UP Source: How to Respond to Angry Customers; John Mehrmann
- 27. SHOW PRIDE IN YOUR REGION
- 28. [1] KNOW YOUR COMMUNITY [2] EXPLORE + LEARN ABOUT LOCAL ATTRACTIONS [3] KNOW WHERE LOCAL ATTRACTIONS ARE [4] KNOW HOW TO PROVIDE DIRECTIONS
- 29. • KNOW YOUR COMMUNITY – THE SUCCESS OF YOUR OFFERINGS IS DEPENDENT ON THE SUCCESS OF THE ENTIRE COMMUNITY • LEARN ABOUT ALL THAT YOUR COMMUNITY HAS TO OFFER AND INTERNALIZE IT • FAMILIARIZE YOURSELF WITH ALL THAT SURROUNDS YOU AND ENTHUSIASTICALLY SHARE YOUR “SECRETS” WITH YOUR CUSTOMERS
- 30. • KNOW YOUR COMMUNITY – SOME QUESTIONS YOU MAY ENCOUNTER TO WHICH YOU NEED TO KNOW THE ANSWERS: HOW DID THE COMMUNITY GET ITS NAME? WHERE IS THE CONVENTION AND VISITORS BUREAU? WHAT IS THE POPULATION? WHAT ARE SOME THINGS TO DO WITH CHILDREN IN THE AREA? WHAT’S A GOOD RESTAURANT NEARBY? WE ONLY HAVE TWO DAYS IN THE AREA, WHAT WOULD YOU RECOMMEND WE DO?
- 31. • KNOW WHERE THE “KEY POINTS OF INTEREST” ARE – PLACES YOU WILL NEED TO KNOW: • NEAREST HOSPITAL • THE POLICE STATION • A SERVICE STATION WITH A MECHANIC ON DUTY • AREA RESTAURANTS • LOCAL PLACES OF WORSHIP • PLACES TO SHOP (PHARMACY, GROCERIES, ETC.) • AN ATM • LODGING (HOTEL, MOTEL, B&B CAMPGROUNDS) • ATTRACTIONS UNIQUE TO YOUR COMMUNITY • GOLF COURSES • PARKS
- 32. • KNOW HOW TO GIVE DIRECTIONS TO THE LOCAL ATTRACTIONS: [1] KNOW DISTANCES [2] KNOW MAJOR ROUTES [3] KNOW LANDMARKS [4] GIVE DIRECTIONAL ASSISTANCE [5] PROVIDE AND USE MAPS [6] HAVE PHYSICAL ADDRESSES OF GPS COORDINATES FOR SMART PHONES [7] LET THE CUSTOMER REPEAT THE DIRECTIONS
- 33. CUSTOMER SERVICE IN THE DIGITAL AGE
- 34. MAKE YOUR ONLINE INFORMATION CLEAR, SIMPLE AND EASY TO FIND
- 36. MAKE IT EASY TO FIND CONTACT INFORMATION FOR CONSUMER TO E-MAIL OR CALL A REPRESENTATIVE
- 39. PROVIDE CLEAR INSTRUCTION TO OPT-OUT OF MARKETING MATERIALS
- 40. SOCIAL SKILLS ONLINE: THE BASICS OF SOCIAL MEDIA + CUSTOMER SERVICE
- 41. 67% OF CONSUMERS HAVE USED A COMPANY'S SOCIAL MEDIA SITE FOR CUSTOMER SERVICE Source: JD Power
- 42. DON'T NEGLECT YOUR CUSTOMERS. IF YOU'RE GOING TO PROVIDE CUSTOMER SERVICE OVER SOCIAL MEDIA, AT MINIMUM EVERY DIRECT SUPPORT QUESTION SHOULD BE ANSWERED Source: https://www.zendesk.com/resources/customer-service-through-social-media/
- 43. DON'T DELETE (OR HIDE) NEGATIVE COMMENTS OR POSTS. Source: https://www.zendesk.com/resources/customer-service-through-social-media/
- 44. DON'T BE DEFENSIVE. IT'S IMPORTANT TO REMEMBER THAT THE CUSTOMER, EVEN WHEN ANGRY, HAS REACHED OUT TO YOU. THANK THEM FOR BRINGING THEIR ISSUE TO YOUR ATTENTION, ACKNOWLEDGE THEIR CONCERN, AND APOLOGIZE FOR THE TROUBLE THEY ARE EXPERIENCING. Source: https://www.zendesk.com/resources/customer-service-through-social-media/
- 45. DON'T ENGAGE WITH A CUSTOMER WHOSE INTENT IS TO SIMPLY ARGUE AND PUBLICLY DEFAME YOUR BRAND. SOMETIMES YOUR BEST DEFENSE IS SILENCE AND, AFTER A CERTAIN POINT, THEY'LL DAMAGE THEIR OWN CREDIBILITY MORE THAN YOUR BRAND'S REPUTATION. Source: https://www.zendesk.com/resources/customer-service-through-social-media/
- 46. DO PICK A SOCIAL MEDIA PLATFORM THAT WORKS BEST FOR YOUR BUSINESS FOR PROVIDING SUPPORT AND FOCUS ON THAT PLATFORM.
- 47. DO MOVE CONVERSATIONS OFFLINE WHEN NECESSARY.
- 48. REMEMBER SOCIAL MEDIA PRESENCE WILL ALWAYS BE SOMETHING BUSINESSES HAVE TO WORK AT
- 49. REMEMBER SOMETIMES THE POSITIVE COMMENTS WILL OUTWEIGH THE NEGATIVE ONES
Editor's Notes
- Manitowoc County has great parks & trails, dining experiences, festivals and attractions. These are just a few examples of our unique and unforgettable offerings. BUT, without someone there to, let you in the front gate, give you directions or take your order for dinner, none of these things could exist in the way they do. Customer service allows us to make Manitowoc County great.
- Before we really get started, let’s take a quick look at an important and compelling statistic about customer service. If a patron doesn’t return to your place of business, there may be a few explanations: Build 1: 3% don’t come back because they MOVE AWAY Build 2: 5% don’t come back because they DEVELOP OTHER RELATIONSHIPS with other businesses Build 3: 9% don’t come back because they ARE DISSATISFIED WITH THE PRODUCT Those all seem like pretty logical reasons to not come back. Build 4: but, 68% don’t come back because they EXPERIENCE AN ATTITUDE OF INDIFFERENCE OR RUDENESS TOWARD THE CUSTOMER BY THE OWNER, MANAGER OR AN EMPLOYEE. More than two thirds of the people who don’t return to your place of business don’t return because of the way they were treated.
- Part of our presentation today will touch on community pride, as a component of customer service. Whether it is working with visitors or locals knowing your community better can help you provide better customer service. The key to sharing what makes Manitowoc great is to first explore and discover in our community and then be able to put into words what that experience is. It might be a little different for everyone but we want to help everyone today craft that message.
- What is it that you love about our community. What makes you proud to live/work in Manitowoc County? Is it the scenic beauty Is it a favorite attraction Is it a restaurant Something else?
- Looking at different businesses here there are many of you who work with people mostly from this area. If you are a dentist office your patiently are almost all right from the local community. However if you are Restaurant or Museum you might have many of your customers from outside the area. Based on this there are different ways to interact with each of these.
- Build 1: Aligning the customer experience with the advertising claim is important. We want to pay off the idea of fun in the real world. But, IN AN INCREASINGLY SHARE-FRIENDLY WORLD, CUSTOMER SERVICE GOES BEYOND THE MOMENT OF INTERACTION. Think Facebook. Think Twitter. Think Yelp. Think Flickr. By bringing fun to life for a customer, you have the opportunity for this experience to be shared, to be spread, instantly. And with a large number of people. Build 2: IDEALLY, INTERACTIONS WILL TRANSLATE INTO FURTHER ENDORSEMENTS OF YOUR OFFERINGS. But a negative experience can be shared, too, so quality customer service is a must!
- So we know customer service is important. It reflects on our Community. It reflects on your business.
- When someone calls the Chamber we are the authority just like you are when a customer calls your business. Give them reason to keep that belief. Offer up clear and accurate information. And do it in a timely manner.
- Let’s talk about the first impression. The greeting. The red carpet. A RightNow Technology Customer Experience Report found that 86% of U.S. adults are willing to pay more for a better customer experience and 73% of U.S. adults said friendly customer services made them fall in love with the brand.
- Friendly Welcome – “Hi, Welcome to the Chamber of Manitowoc County or Phone version “Good afternoon, this is Karen, how can I help you Stand Up – Get off that chair and be presentable (iron your shirt!) Make Eye Contact – Eye contact produces feelings of caring, trustworthiness and likability. Smile – Why look sad? When instead, you can smile. They say a smile is contagious and it’s actually true! When we smile, it creates a spark that triggers the brain’s pleasure center. Okay, now it is time to try this out on someone at your table Everyone practice “rolling out the Red Carpet” to someone close by
- OFFER A FRIENDLY “WELCOME.” Obviously, this can take a million different forms. As long as it’s sincere, it begins establishing trust. Some thought starters: “WELCOME TO THE…” “WHAT CAN I GET FOR YOU?” “GOOD AFTERNOON, MY NAME IS Karen” “HOW MAY I HELP YOU?” Open with a friendly greeting that is positive and upbeat If you show an non positive “attitude,” you immediately put your customer on the defense.
- You’ve begun gaining their trust. To keep that trust, OFFER A PLEASANT COMPLIMENT. BUT ONLY IF IT IS SINCERE REFERS TO SOMETHING THEY DID TO HELP MAKE YOUR JOB EASIER; “HAVING YOUR CONFIRMATION NUMBER READY REALLY HELPS SPEED UP THE PROCESS. THANK YOU”
- Trust is the cornerstone to all customer experiences. It can’t be built in a day, but it can be destroyed quickly. Focusing on each customer individually instead of rushing to get things done can help create a long-term relationship of trust. Here our waiter is taking the time to explain the wine choice and making his customers feel valuable. He is taking his time.
- : PEOPLE LIKE TO HEAR THEIR NAMES BEING SAID; IT’S LIKE SAYING “YOU REMEMBERED ME!”
- The words you choose are obviously important. But, it’s also critical to BE DIPLOMATIC AND TACTFUL IT’S NOT ONLY WHAT YOU SAY, BUT HOW YOU SAY IT MUCH OF VERBAL COMMUNICATION COMES FROM TONE SO USE A GENTLE TONE OF VOICE WHICH I LIKE TO REFER TO AS A KIND TONE OF VOICE
- END ON A POSITIVE NOTE PEOPLE TEND TO REMEMBER THE LAST BIT OF A CONVERSATION; USE POSITIVE STATEMENTS THAT: THANK THE CUSTOMER FOR SOMETHING THEY DID STATE SOMETHING POSITIVE ABOUT THE BUSINESS LET THE CUSTOMER KNOW HOW YOU WILL TAKE CARE OF THEIR NEEDS
- PROJECT A PROFESSIONAL IMAGE: BE WELL-GROOMED GREET WITH A WARM SMILE MAKE FRIENDLY EYE CONTACT WATCH YOUR BODY LANGUAGE CHOOSE A POSITIVE ATTITUDE
- THE FIRST IMPRESSION WILL BE THE MOST IMPORTANT A CUSTOMER’S IMPRESSION OF YOU IS THEIR REALITY – this is important. ALWAYS BE WELL-GROOMED WHEN DEALING WITH A CUSTOMER – look professional. Look like you know what you’re doing. If you don’t have the respect of your customers, it’s difficult to build (and build upon) a relationship.
- Remember When you meet a new / prospective customer for the first time (or even if you’ve already established a relationship), GREET WITH A WARM SMILE MAKE FRIENDLY EYE CONTACT WATCH YOUR BODY LANGUAGE
- ONCE THE CUSTOMER FEELS VALUED, A RELATIONSHIP WILL BE FORMED. 7% of what we say comes from the WORDS WE USE. 38% of what we “say” comes from TONE / HOW WE DELIVER WORDS. And an astounding 55% of what we “say” comes from NON-VERBAL cues and BODY LANGUAGE.
- Customers will pick up on how you feel. Jason will chime in on this.
- I’LL TRY MY BEST I’M SORRY and its okay to apolgize I’LL BE RIGHT BACK WITH YOU I WILL CALL YOU BACK Always find a way to make your customer happy.
- Even if you employ the tactics laid out up to this point, unfortunately, not every interaction with a customer will go as smoothly as we may like. In the next couple of slides, we’ll talk about how to allow your customers to CALM DOWN, HAVE FUN; we’ll talk about how to go about DEFUSING ANGRY CUSTOMERS
- “THERE IS ONLY ONE BOSS: THE CUSTOMER. AND HE CAN FIRE EVERYBODY IN THE COMPANY FROM THE CHAIRMAN ON DOWN, SIMPLY BY SPENDING HIS MONEY SOMEWHERE ELSE” This is true. Every customer has to be treated fairly and with respect and dignity. Even angry customers. As we mentioned earlier, in your customers’ eyes, you are the business. So even though the customer may be angry with something that you were not involved with, to the customer, you represent the business, so it is your job to rectify the situation. (Sam Walton was a businessman and entrepreneur and is best known as the founder of Wal*Mart and Sam’s Club.)
- And here are TEN STEPS TO DEFUSE ANGRY CUSTOMERS. While it is important that you remain calm throughout the entire process, remain in control. Feel empowered to resolve the situation by being the one who is in control of their emotions. ASSUME THAT THE CUSTOMER HAS THE RIGHT TO BE ANGRY LISTEN TO EMOTION WITHOUT EMOTION BE PATIENT SPEAK SOFTLY REITERATE OWN THE PROBLEM PLACE THE CUSTOMER FIRST, PROBLEM SECOND DETERMINE THE ROOT OF THE PROBLEM CORRECT THE ISSUE FOLLOW UP
- By now you’re old friends with your customers. You’ve got the basics of customer service down. How to greet someone. The types of words to use. The importance of looking your best. That’s the foundation. But once you get past that point, your job actually consists of providing value to your customers. One great way to do this: SHOW PRIDE IN YOUR REGION. THE FUN STARTS WITH YOU. If you know your community inside and out, if you’re passionate about it, you can convey this to your customers and get them excited about being in your community. There are a few simple things you can do to help accomplish this.
- [1] KNOW YOUR COMMUNITY – history, modern history, landmarks, interesting stories, etc. Your customers will expect you to be the expert on your community. But how do you come to know your community? You have to get out and explore. [2] EXPLORE + LEARN ABOUT LOCAL ATTRACTIONS [3] KNOW WHERE LOCAL ATTRACTIONS ARE – we’ll dive further into this, but “attractions” in this instance may be more functional (think “nearest grocery store”).Finally, and of equal or more importance, [4] KNOW HOW TO PROVIDE DIRECTIONS.
- The fun starts with you. Build 1: KNOW YOUR COMMUNITY. Build 2: THE SUCCESS OF YOUR OFFERINGS IS DEPENDENT ON THE SUCCESS OF THE ENTIRE COMMUNITY LEARN ABOUT ALL THAT YOUR COMMUNITY HAS TO OFFER AND INTERNALIZE IT as your own FAMILIARIZE YOURSELF WITH ALL THAT SURROUNDS YOU AND ENTHUSIASTICALLY SHARE YOUR “SECRETS” WITH YOUR CUSTOMERS Talk your community up. Make it sound amazing. Be a concierge for your own home town.
- Build 1: KNOW YOUR COMMUNITY; as a “local” your customers will expect you to be the expert on your community. One way to ensure that you always have the essential facts at your fingertips: create a stats sheet and a binder and have it at the front desk, regardless of the type of establishment you run. And if the information is not housed in the stats sheet, be sure you know where to go to find the information. SOME QUESTIONS YOU MAY ENCOUNTER TO WHICH YOU NEED TO KNOW THE ANSWERS: Build 2: HOW DID THE COMMUNITY GET ITS NAME? Build 3: WE ONLY HAVE TWO DAYS IN THE AREA, WHAT WOULD YOU RECOMMEND WE DO? Build 4: WHAT’S A GOOD RESTAURANT NEARBY? Build 5: WHERE IS THE CONVENTION AND VISITORS BUREAU? Build 6: WHAT ARE SOME THINGS TO DO WITH CHILDREN IN THE AREA? Build 7: WHAT IS THE POPULATION?
- Build 1: KNOW WHERE THE “ATTRACTIONS” ARE PLACES YOU WILL NEED TO KNOW. Again, as mentioned earlier, “attractions” in this instance covers a wide range. For example: Build 2: NEAREST HOSPITAL THE POLICE STATION A SERVICE STATION WITH A MECHANIC ON DUTY AREA RESTAURANTS LOCAL PLACES OF WORSHIP PLACES TO SHOP (PHARMACY, GROCERIES, ETC.) AN ATM LODGING (HOTEL, MOTEL, B&B CAMPGROUNDS) ATTRACTIONS UNIQUE TO YOUR COMMUNITY GOLF COURSES PARKS
- Build 1: But, knowing where these things are only gets you so far. You’ll also be expected to tell a customer how to get to that attraction; KNOW HOW TO GIVE DIRECTIONS TO THE LOCAL ATTRACTIONS. Some helpful tips on giving simple, accurate directions: Build 2: [1] KNOW DISTANCES: Give the customer your best estimate of the distance to their desired destination Build 3: [2] KNOW MAJOR ROUTES: Give the easiest most direct route; avoid shortcuts and back roads that may only confuse the customer Build 4: [3] KNOW LANDMARKS: Use easily-recognizable landmarks as part of directions Build 5: [4] GIVE DIRECTIONAL ASSISTANCE: Advise the customer about “left” or “right” turns and whether they will be heading north, south east or west; this is made extremely simple by having a list of commonly-sought locations and the specific directions on how to get there Build 6: [5] PROVIDE AND USE MAPS: A map is very helpful, even when directions are simple; show the customer where they are now and where they are trying to get to Build 7: [6] HAVE PHYSICAL ADDRESSES OF GPS COORDINATES FOR SMART PHONES: While it’s possible to enter GPS coordinates into a smart phone to find a location, it’s much easier to enter a physical address. Have physical addresses for any attraction surrounding your location and be prepared to pass that information on to your customers Build 8: [7] LET THE CUSTOMER REPEAT THE DIRECTIONS: If they desire, let the customer repeat the directions and correct them if and when they make a mistake
- The last topic of customer service we’ll talk about today: FUN, DIGITIZED: CUSTOMER SERVICE IN THE DIGITAL AGE. This is an increasingly important topic. Customer service is no longer defined only as a face-to-face interaction with a customer. When someone goes to your website, when someone interacts with your Social Media pages, these are all forms of customer service. And, as is the case with face-to-face customer service, there’s an art to it. The following slides will give you insight as to how to properly interact with your customers through some of your digital channels.
- Need to google yourself instructions on how to make any changes, well, can be googled. :)
- Call us at top allows for your phone to direct dial - from mobile.
- Nice to be able to personalize email - have a contact name. Again, not always doable if you have more than one person answering customer inquiries.
- It’s the law, and just good practice. Add address, it shows your business is a legitimate business. Email marketing tools/software like Constant Contact and Mailchimp will do this for you.
- Take a deep breath. You’re doing ok. Remember - you can’t control what people post and say, only react. Social media and digital media strategies and best practices change all the time. Don’t worry about being perfect at it.
- DIRECT SUPPORT takes precedence. Direct Support can be as simple as, “What are your hours?” Unfortunately, the negative or hard hitting type support stuff takes precedence over the positive comments. If time allows for responding to positive feedback as well, then by all means, comment, share and like away!
- UNLESS ITS SPAM Deleting a customer's negative comment in order to preserve your virtual image will only further enrage the customer and damage the relationship.
- ...BUT THEN OFFER A SOLUTION
- Trolls
- For many, its Facebook. Twitter has a higher expectation for immediate replies. (because that’s the nature of twitter) Depends a lot on your customer demographics.
- Ask to DM them In DM could even take one step further and ask to call them and speak to them directly.
- Sometimes you will make mistakes in your content. Accept the mistakes, learn, and move on. Another example: Auto Reply (to improve response rate)
- ...and those speak for themselves. :)