The document discusses creating elevated customer experiences. It emphasizes that great customer service is essential for any business to succeed. It provides tips for companies such as setting clear standards, training employees, building a strong team culture, continuously improving processes, focusing on customer needs, and having a problem-solving mindset. The key is to make every customer interaction a positive experience by being nice, knowledgeable, empathetic and going above and beyond for customers.

1. ELEVATINGCUSTOMER
EXPERIENCES
MICHELE BUTCHER-JONES
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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?
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3. GREAT CUSTOMER SERVICE?
WHAT IS
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4. ANYCOMPANYCANBUILD
AGREATPRODUCT,BUTIT
TAKESGREATCUSTOMER
SERVICETOSTAYIN
BUSINESS
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5. WHAT
DOESITTAKE
TOBUILDGREAT
CUSTOMERSERVICE?
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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
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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
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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
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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
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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
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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
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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
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13. Identify and select the problem
Analyze the problem
Generate potential solutions
Select and plan solution
Implement solution
Evaluate solution
SIXSTEPSTOQUALITYIMPROVEMENT
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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!
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15. ANYCOMPANYCANBECONSIDERED
5STARASLONGASTHEY
PERFORMLIKEIT!
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16. HOWDOESACOMPANY
CREATEANELEVATED
CUSTOMEREXPERIENCE
EVERYSINGLETIME?
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17. NUMBER 1 AND MOST IMPORTANT
BE NICE!
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18. KEEP THE DOOR WIDE OPEN
BE WELCOMING
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19. WHEN YOU TALK TO THE CUSTOMERS
BE KNOWLEDGABLE
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20. LEARN WHAT EXACTLY THEN PROBLEM IS, SO ASK AND
BE A LISTENER
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21. BE
ENGAGING
IN ALL OPPORTUNITIES
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22. TO PROPERLY MAKE AN EXPERIENCE AN AWESOME EXPERIENCE,
ONE MUST ALWAYS
BE OBSERVANT
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23. WHEN YOU KNOW THE NEEDS AND WANTS OF YOUR
CUSTOMERS IT HELPS TO
BE ANTICIPATING
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24. YOUR BUSINESS RELIES ON YOUR CLIENTS AND OR SERVICES
BE HUMBLE
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25. TYPICALLY CUSTOMERS ARE ALREADY BE UPSET
BE EMPATHETIC
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26. BE
IMPRESSIONABLE
THERE IS ONLY
ONE FIRST TIME
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27. WHEN YOU ARE EXCITED ABOUT WHAT YOU DO,
IT LEAVES A LASTING IMPRESSION
BE MEMORABLE
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28. FROM THE CEO TO THE JANITOR, TO THE SUPPORT PERSON,
ALL HAVE OWNERSHIP
BE ACCOUNTABLE
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29. SOMETIMES THINGS DO NOT ALWAYS GO AS PLANNED
BE ACCOMMODATING
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30. IT IS ALIGHT TO FIRE A CLIENT, AND MAKE IT A POSITIVE EXPERIENCE
BE A PROBLEM
SOLVER
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31. QUESTIONS???
YOU CAN FIND ME AT…
Michele_ButcheronTwitter
MicheleButcher-JonesonMakeWPSlack
MicheleButcher-JonesonFacebook
M_ButcheronWordPress.org
CantSpeakGeek.com
13Core.com
ShutterAndShoot.com
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