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ELEVATINGCUSTOMER
EXPERIENCES
MICHELE BUTCHER-JONES
https://mlb.pw/cobb2021
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?
https://mlb.pw/cobb2021
GREAT CUSTOMER SERVICE?
WHAT IS
https://mlb.pw/cobb2021
ANYCOMPANYCANBUILD
AGREATPRODUCT,BUTIT
TAKESGREATCUSTOMER
SERVICETOSTAYIN
BUSINESS
https://mlb.pw/cobb2021
WHAT
DOESITTAKE
TOBUILDGREAT
CUSTOMERSERVICE?
https://mlb.pw/cobb2021
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
https://mlb.pw/cobb2021
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
https://mlb.pw/cobb2021
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
https://mlb.pw/cobb2021
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
https://mlb.pw/cobb2021
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
https://mlb.pw/cobb2021
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
https://mlb.pw/cobb2021
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
https://mlb.pw/cobb2021
Identify and select the problem
Analyze the problem
Generate potential solutions
Select and plan solution
Implement solution
Evaluate solution
SIXSTEPSTOQUALITYIMPROVEMENT
https://mlb.pw/cobb2021
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!
https://mlb.pw/cobb2021
ANYCOMPANYCANBECONSIDERED
5STARASLONGASTHEY
PERFORMLIKEIT!
https://mlb.pw/cobb2021
HOWDOESACOMPANY
CREATEANELEVATED
CUSTOMEREXPERIENCE
EVERYSINGLETIME?
https://mlb.pw/cobb2021
NUMBER 1 AND MOST IMPORTANT
BE NICE!
https://mlb.pw/cobb2021
KEEP THE DOOR WIDE OPEN
BE WELCOMING
https://mlb.pw/cobb2021
WHEN YOU TALK TO THE CUSTOMERS
BE KNOWLEDGABLE
https://mlb.pw/cobb2021
LEARN WHAT EXACTLY THEN PROBLEM IS, SO ASK AND
BE A LISTENER
https://mlb.pw/cobb2021
BE
ENGAGING
IN ALL OPPORTUNITIES
https://mlb.pw/cobb2021
TO PROPERLY MAKE AN EXPERIENCE AN AWESOME EXPERIENCE,
ONE MUST ALWAYS
BE OBSERVANT
https://mlb.pw/cobb2021
WHEN YOU KNOW THE NEEDS AND WANTS OF YOUR
CUSTOMERS IT HELPS TO
BE ANTICIPATING
https://mlb.pw/cobb2021
YOUR BUSINESS RELIES ON YOUR CLIENTS AND OR SERVICES
BE HUMBLE
https://mlb.pw/cobb2021
TYPICALLY CUSTOMERS ARE ALREADY BE UPSET
BE EMPATHETIC
https://mlb.pw/cobb2021
BE
IMPRESSIONABLE
THERE IS ONLY
ONE FIRST TIME
https://mlb.pw/cobb2021
WHEN YOU ARE EXCITED ABOUT WHAT YOU DO,
IT LEAVES A LASTING IMPRESSION
BE MEMORABLE
https://mlb.pw/cobb2021
FROM THE CEO TO THE JANITOR, TO THE SUPPORT PERSON,
ALL HAVE OWNERSHIP
BE ACCOUNTABLE
https://mlb.pw/cobb2021
SOMETIMES THINGS DO NOT ALWAYS GO AS PLANNED
BE ACCOMMODATING
https://mlb.pw/cobb2021
IT IS ALIGHT TO FIRE A CLIENT, AND MAKE IT A POSITIVE EXPERIENCE
BE A PROBLEM
SOLVER
https://mlb.pw/cobb2021
QUESTIONS???
YOU CAN FIND ME AT…
Michele_ButcheronTwitter
MicheleButcher-JonesonMakeWPSlack
MicheleButcher-JonesonFacebook
M_ButcheronWordPress.org
CantSpeakGeek.com
13Core.com
ShutterAndShoot.com
https://mlb.pw/cobb2021

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Elevating Customer Experiences with Great Service

  • 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? https://mlb.pw/cobb2021
  • 3. GREAT CUSTOMER SERVICE? WHAT IS https://mlb.pw/cobb2021
  • 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 https://mlb.pw/cobb2021
  • 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 https://mlb.pw/cobb2021
  • 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 https://mlb.pw/cobb2021
  • 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 https://mlb.pw/cobb2021
  • 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 https://mlb.pw/cobb2021
  • 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 https://mlb.pw/cobb2021
  • 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 https://mlb.pw/cobb2021
  • 13. Identify and select the problem Analyze the problem Generate potential solutions Select and plan solution Implement solution Evaluate solution SIXSTEPSTOQUALITYIMPROVEMENT https://mlb.pw/cobb2021
  • 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! https://mlb.pw/cobb2021
  • 17. NUMBER 1 AND MOST IMPORTANT BE NICE! https://mlb.pw/cobb2021
  • 18. KEEP THE DOOR WIDE OPEN BE WELCOMING https://mlb.pw/cobb2021
  • 19. WHEN YOU TALK TO THE CUSTOMERS BE KNOWLEDGABLE https://mlb.pw/cobb2021
  • 20. LEARN WHAT EXACTLY THEN PROBLEM IS, SO ASK AND BE A LISTENER https://mlb.pw/cobb2021
  • 22. TO PROPERLY MAKE AN EXPERIENCE AN AWESOME EXPERIENCE, ONE MUST ALWAYS BE OBSERVANT https://mlb.pw/cobb2021
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  • 24. YOUR BUSINESS RELIES ON YOUR CLIENTS AND OR SERVICES BE HUMBLE https://mlb.pw/cobb2021
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  • 28. FROM THE CEO TO THE JANITOR, TO THE SUPPORT PERSON, ALL HAVE OWNERSHIP BE ACCOUNTABLE https://mlb.pw/cobb2021
  • 29. SOMETIMES THINGS DO NOT ALWAYS GO AS PLANNED BE ACCOMMODATING https://mlb.pw/cobb2021
  • 30. IT IS ALIGHT TO FIRE A CLIENT, AND MAKE IT A POSITIVE EXPERIENCE BE A PROBLEM SOLVER https://mlb.pw/cobb2021
  • 31. QUESTIONS??? YOU CAN FIND ME AT… Michele_ButcheronTwitter MicheleButcher-JonesonMakeWPSlack MicheleButcher-JonesonFacebook M_ButcheronWordPress.org CantSpeakGeek.com 13Core.com ShutterAndShoot.com https://mlb.pw/cobb2021