The document discusses barriers to delivering world class customer service such as lack of consistency, training, and accountability. It emphasizes that excellent customer service must become the norm and part of a company's DNA. Some examples of companies with strong customer service cultures include those with concierge-level service, unique experiences, transparency, empowered employees, and good relationships. The document provides tips for customer service skills training and discusses the importance of understanding customer feedback.

1. World Class Customer Service
What’s Your Company’s Service DNA?

2. Small Group Activity
What are the barriers to delivering world class customer service?
CUSTOMER SERVICE BARRIERS

3. • Lack of consistency
• Not a priority
• No accountability in job description
• Not enough training
• Time
• Technology challenges
• Wrong people in customer
service jobs
• Money
CUSTOMER SERVICE BARRIERS

4. WHAT DOES POOR
CUSTOMER SERVICE COST?

5. In order for your company to deliver exceptional service experiences,
excellence must be normalized.
Excellent customer service must become your rule not your
exception. It needs to be part of your company’s DNA.
If you don’t take care of your customers, your competitors will.
WORLD CLASS CUSTOMER SERVICE

6. Share one example of a company that is known and respected for their world class
customer service.
WORLD CLASS CUSTOMER SERVICE CULTURES

7. What customers expect How you WOW your
customers
C Corporate speak Concierge service
U Unresponsive service Unique experiences
L Like it or leave it Living up to your promises
T Torture Transparency
“walk the walk”
U Unreliable help Unified
Everyone is on the same page
R Red tape–refer to supervisor Relationships
E Emotional distress Empowered employees
WORLD CLASS CUSTOMER SERVICE CULTURES

8. Pick your drill:
1. Debbie Downer
2. Discount Delores
3. Fireman Freddy
4. Patty Pushover
5. Teflon Tom
DRILL FOR SKILLS

9. • Debbie has worked for your company for 11 years as a receptionist. She is perfectly
happy in this role as she has never wanted a job with more responsibility. Over the
past few years, your business has had to make some difficult decisions and changes
to workflow and processes that Debbie has never fully embraced. Recently you have
seen her complain under her breath and sigh loudly in front of customers. Debbie
doesn’t report directly to you.
• What do you recommend?
DEBBIE DOWNER

10. • Delores is your retail sales associate in one of your high-end men’s departments.
Invariably, every month she has over $1,500 more in customer discounts than any
other sales associate on your team. As you probe and investigate you become
aware that she is overriding discounts to bring the cost down to the customer.
Customers appreciate the savings and always give positive feedback when they
complete service surveys.
• What do you recommend?
DISCOUNT DELORES

11. • Fireman Freddy has worked on your customer service team for the last nine
months. It has taken him longer to learn his role and responsibilities. The training
team has frustration over his willingness to taking coaching and constructive
criticism. Within the last four weeks he as been taking calls on his own. As you
listen to calls it becomes apparent that he overreacts when working with
customers. Instead of calming them down, he aggravates them to the point of
needing a fire hose to calm them down.
• What do you recommend?
FIREMAN FREDDY

12. • Patty works for a large manufacturer. She receives a call from an irate customer
that has placed a $1,500 customized order for a conference. The items were not
the right color that was ordered. She assures the customer that she will have the
replacement to her within three days. Your production crew is working on one of
your largest orders of the year for a loyal customer. The order is consuming every
machine and staff member’s time to ensure it is delivered on time. Both jobs will
not be completed on time.
• What do you recommend?
PATTY PUSHOVER

13. • Tom is a very charismatic and popular sales leader. His customers love him, his
team loves him, and upper leadership loves him. Tom is known for placing blame
for issues and problems on other departments. He goes as far as throwing other
departments under the bus with customers. Tom is a great salesman, but struggles
with personal organization which causes many of these problems. Other
departments are becoming more upset with Tom.
• What do you recommend?
TEFLON TOM

14. • Golden Rule—Treat customers the way you would like to be treated.
• Platinum Rule—Treat customers the way they would like to be treated.
• Titanium Rule—Treat your employees the way you would like them to treat your
customers.
THE “METAL” RULES FOR DELIVERING WORLD CLASS SERVICE

15. • Golden Rule = Treat customers they way you would like to be treated.
• Platinum Rule = Treat customers the way they would like to be treated.
• Titanium Rule = Treat your employees the way that you would like them to treat
your customers.
THE RULES FOR DELIVERING WORLD CLASS SERVICE

16. • What tools are you using to get customer feedback?
• Do you track your company’s presence on social media sites?
DO YOU KNOW WHAT YOUR CUSTOMERS
ARE SAYING ABOUT YOUR BUSINESS?

17. • Customer Service Scorecard
• Audit your service monthly
• Listen to your customers—where there is smoke, there is fire
• Review customer feedback/surveys religiously
• Call your customers to get feedback
TOOLS FOR

18. To drive long-term customer satisfaction, your company must
have a culture and DNA of customer service.
CONCLUSION

19. QUESTIONS?