World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences. Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI Featured Speaker: Patty Sagert Campus Director Blaine Campus Rasmussen College

1. World Class Service 2.0
Going Beyond the Basics of Customer Service

2. •Rasmussen College, Blaine Campus Director
•Prior experience – 18 years in the insurance industry, last role as a District Manager
•BA in Marketing & Management
•Master of Arts in Organizational Leadership and Development
•Servant-Leadership Certificate
•Rasmussen Leadership Institute
•Farmers Insurance Group Agency Development Award
Who is Patty Sagert?

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4. Customer Service Definition:
Taking action to
create value for someone else

5. What does poor customer service cost?

6. •Asiana Airlines
•Southwest Airlines
•Spirit Airlines
Flying the Friendly Skies

7. Slogans and Taglines
•Asiana – Always with you; Grand Slam award winning service; service beyond compare; a passion for service
•Southwest Airlines – If it matters to you it matters to us; You are now free to move about the country;
•Spirit Airlines – Frill control; the more you save the further you go; Bare Fare; Unbundled; Year of the Customer

8. Asiana Airlines
Mission: Fulfilling customer satisfaction by providing the best in safety, services, and comfort to the body and mind while traveling – Asiana Airlines pursues these values in the name of excellent service and safety. Aiming to become the world’s best carrier, Asiana Airlines realizes the importance of high growth and revenue thorough Customer Satisfaction Management. Asiana’s beautiful take- off towards the future continues.

9. Asiana Airlines
“Always With You”
•4 pledges
–Originality (to serve our customers with a fluttering mind)
–Sincerity (to treat the customer like family)
–Suavity (to treat our customers with a smile)
–High Quality (to serve our customers preciously)
•Golden Grand Slam Winner
–ATW Airline of the Year
–SKYTRAX Airline of the Year
–Global Traveler Airline of the Year
•Revenue $31.2 Billion
•17 million passengers served annually
•10,078 employees Source: http://us.flyasiana.com/

10. Southwest Airlines
Mission: Dedication to the highest quality customer service delivered with a sense of warmth, friendliness, individual pride and company spirit. Purpose: Connect people to what’s important in their lives through friendly, reliable, low- cost air travel.
Vision: To become the world’s most loved, most flown, and most profitable airline.

11. Southwest Airlines
•“If it matters to you, it matters to us.”
•Total operating revenue $17.7 Billion
•2013 – 133 million customers
•46,000 employees
•#9 most admired companies, Fortune Magazine
•#2 Consumer Reports’ Airline Customer Satisfaction Survey
•Recognizes as one of the best places to work 2014, Glassdoor
Source: http://www.southwest.com/

12. Spirit Airlines
Mission: Our mission is: to provide a safe, customer oriented, market responsive air transportation product; to provide the highest level of customer service offering prompt, efficient and friendly service; to provide the best valued products for the most competitive prices; to be an easy company to do business with; to respect our fellow employees and acknowledge the power of teamwork; to be a company in which our staff experiences a friendly environment and enjoys being a part of Spirit's family. A place where work can be fun; to consistently strive to improve what we do and how we do it.

13. Spirit Airlines
“Bare Fares”
•CEO proclaimed 2014 is “the year of the customer” – align expectations with reality
•30 mores seats in each plane – earns 40% more per plane
•Customers pay for all options (fees) - $3.00 water, $35.00 for overhead bins
•Deemed one of the worst Airlines in the US and worldwide
•Given one of the lowest scores ever by Consumer Report
•One of the highest profit margins of any airline in the US
•4.8 million passengers served annually
•2,200 employees
Source: http://www.spirit.com

14. Tweeting About Customer Service

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17. What problem does your product/service solve for your customers? What is the crux or core of what you, your company, and your product/service does for your customer?

18. •Is your product and/or service unique to the marketplace?
•Who are your competitors?
•Can your customer purchase your product/service online?
•What does your company’s brand mean to your customer?
What sets you, your company, and your product/service apart from competitors?
•What value do you and or your team add to the customer experience?
•How do you know your customer is satisfied with your product/service?

19. Know Your Niche

20. •Who generates the most revenue for you?
•Who has been the most loyal your brand?
•Who are your “raving” fans?
•Who provides the most referrals?
Identifying Your Top Customers

21. Delivering Outstanding Service
•Starts with understanding why your customers buy you and your product
•Set realistic expectations with your customers
•Honor your promises – talk the talk and walk the walk

22. •Be honest – under promise and over deliver
•Say THANK YOU!
•Be a connector – to get a referral you must meet your customer’s expectations and you must also be willing to give a referral (it works both ways)
Delivering Outstanding Service Cont.

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