Customer Service


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  • Welcome to the Chamber’s first ever Webinar! My name is Eric Bonar and I will be hosting this Webinar. I am the Communications Manager for the San Marcos Area Chamber of Commerce. I am also a certified Texas Friendly Hospitality Trainer. The Texas Friendly Hospitality Program was created in 1989 to “enhance the delivery of quality service to the traveling public in Texas”. Developed with assistance from a state-wide tourism industry task force, the program is designed to be implemented in Texas communities through a core of trained instructors conducting customer service workshops. The program has offered Customer Service Training to over 41,000 individuals.
  • Our guest speaker to day is Jim Byrd, Training Consultant and Trainer for David N. Wright and Associates representing Dale Carnegie Training. Jim is a business professional with over 30 years experience in sales, training, management and law enforcement. He promotes and delivers Dale Carnegie business solutions that help organizations improve the bottom-line performance of their key people.
  • Loyal and repeat customers – What does this mean for you? Salary increases More tips Promotion Job security Learning good customer service skills has a “carry over” value, which means it will benefit you in future job positions. As we all know, businesses cannot succeed for any length of time without offering excellent customer service.
  • Social and communication skills are as important as technical job skills for success in the workplace. These “soft skills” include – See Slide Recognize people as individuals with unique needs and meet those needs with friendliness, concern, and respect. Providing quality customer service must be the number one priority of every employee and must be communicated as such in company policy.
  • If you would, please type in some expectations you have as a customer in the Chat Box in the lower right-hand corner of your control panel.
  • Animation Slide There are 5 elements of Service Quality Reliability Assurance Tangibles Empathy Responsiveness
  • Animation Slide Did you know some people have already formed customer service expectations prior to entering a business and interacting with employees? These service expectations are formed by:  Word-of-Mouth  Personal Desires  Media Messages  Past Experiences
  • Circle of Service page The guest is always at the center . It’s important to remember that the visitor or guest must be the center focus of everything. Each segment of the circle represents an important aspect for delivering quality service – having a service strategy, having a guest friendly environment and having guest friendly employees. Businesses exist to serve customers. No business, event, or attraction can exist without customers! Keeping customers satisfied leads to repeat visitation and loyalty. A successful business brings money into the community and creates jobs for residents. Defining a Service Strategy Creating a Guest-Friendly Environment means… Hiring and training Guest-Friendly Employees means…
  • Animation Slide When customers visit your business, they notice how you meet or fail to meet their needs. An unsatisfied customer who does not complain will probably not come back. POLL: Does anyone know what percentage of customers do not complain? Jim Story About 96% of customers who quit will not tell you when or why they quit; they just leave and do not return. The customers who leave with a bad experience will tell others! Technologies, such as blogs, e-mail, Facebook and MySpace have dramatically increased the number of people others tell about a bad customer service experience.
  • Animation Slide Types of Customer Complaints: Red Alert – Providers who assume customers are stupid or dishonest and treat them harshly or disrespectfully. Broken Promises – Service providers who do not show up as promised or careless, mistake-prone service. I Just Work Here – Powerless employees who lack authority, or the desire, to solve basic customer problems. Lights On, No One Home – Clueless employees who do not know (i.e., will not take the time to learn) the answers to customer’s common questions. Jim Story
  • In January 2002, the research group Public Agenda conducted a survey of 2,013 adults. 79% of respondents reported that the lack of respect and courtesy in American society is a serious problem. Since customer service and customer satisfaction are strongly related, providing quality service to customers must be the number one priority of every employee.
  • As we read through the behaviors for making a good first impression, notice how many are related to how we look, move and sound.
  • Good manners are a combination of common sense and consideration for others.
  • When Introduced: Stand up – not doing so may be considered as disinterested Move toward the person while establishing and maintaining eye contact Smile Give your full attention. If you look distracted it makes others feel unimportant. Shake hands – greet the other person and repeat their name When You are Introducing Yourself: Your introduction needs to be positive, and well delivered. Present a 10-second commercial about yourself (Elevator Speech) Name Who you are Your position Other relevant information Say goodbye gracefully: “Thank you for coming!” or “It was a pleasure to meet you.”
  • Mention the name of the person of authority or importance first, which would be, the client or visitor, dignitary, official or guest of honor . If you are not sure who is most important, or everyone is of equal status, choose the person you would like to compliment and introduce them first. Introduce the younger person to the older (“Mr. Smith, this is my son Sam”) and the man to the woman (“Ms. Smith, this is Dr. Duncan.”). Use proper titles such as PhD, M.D., Senator, Judge, use the titles even if they are retired – A good rule is: once a governor always a governor. “Ms.” is the most appropriate title for women, married or not. If you can, add some personal information about each person: “Mr. Jones is a computer technician.” The information should be: Business related Something appropriate to the setting Preferably complimentary Only say each person’s name once. Do not use nicknames.
  • Foreign Language Customers & Visitors Each year, millions of people come to the U.S. to live or visit. Some speak little or no English. Providing good customer service to your foreign language customers can be a challenge, and may mean more effort on your end. Later, we will discuss specific communication techniques. Seniors/Youngsters/Families How are these customers different? Seniors may have hearing loss – speak clearly and slowly. Treat teens and young customers with the same amount of dignity and respect as older customers. Make sure the business has the necessary items for families, such as a baby changing station in the men’s and women’s restrooms. Customers with Special Needs (Courtesies for People With Disabilities) Do not ignore a person because you feel awkward. Consider how you would like to be treated if you suddenly had to change places. Sometimes a customer will have a caregiver with them. Speak directly to the individual; never refer to them in third person. Ex: Say “Would you like coffee? not “Would he like coffee?” Always put the person first.
  • Animation Slide Humans communicate in three ways: POLL: In what way do we communicate the most? Did you know first impressions are made in the first 6 seconds of meeting someone? This means you need to constantly be aware of how you are communicating verbally, vocally and visually at all times – especially when you are in the workplace! Creating a good first impression is essential – you may never get a second chance!
  • Ask Jim for help Visual communication accounts for 55% of all communication. This means you send silent but powerful signals just by the way you walk into a room. The goal is to move gracefully, naturally and confidently. Half of the way people size-up one another is based on the first glance: therefore, it is important to understand the language of visual signals.
  • There is a direct connection between how you perceive yourself and your attitude. How positive or negative a person feels about themselves has an impact on their interactions with customers, clients and guests.
  • Rhetorical Appropriate dress for the type of work you are doing reflects professionalism. Whatever the job, cleanliness is a MUST! Sloppy dress creates an impression of poor work. Many businesses have strict dress code policies. It is important to make sure you follow all dress code policies while on the job.
  • Appearance is about marketing – about selling ourselves. Marketers work hard to create a certain image and perception, known as a brand. 1st -- Marketers spend millions designing packaging. We are doing the same thing consciously or unconsciously when we get ready for work each day. Would you buy a product in a box that is damaged and/or dirty? Our packaging is the same thing – It is about making us acceptable in the work world. For example, why do you think some clothing stores require employees to wear only their merchandise? 2nd -- Marketing experts use communication to sell a product. We market ourselves by the way we communicate.
  • First Impressions Smile immediately and often Be the first to say hello and extend your hand Rise to greet both men and women Maintain eye contact Deliver a sincere greeting that changes with each person you meet in a small group
  • Learn and use everyone’s names Extend offers of help and hospitality Greet people at the door Watch your host or hostess for cues if the meeting is on someone else’s territory Inform yourself ahead of time - people, place, potential situations Watch the volume of your voice Listen 80% - talk 20% Observe the rules of “nice and polite” Dress a little above everyone’s expectations
  • Customer Service

    1. 1. Customer Service Webinar Making a Good First Impression <ul><li>Eric Bonar </li></ul><ul><li>Communications Manager </li></ul><ul><li>San Marcos Area Chamber of Commerce </li></ul><ul><li>September 23, 2008 </li></ul>
    2. 3. Introductions <ul><li>Jim Byrd </li></ul><ul><ul><li>Training Consultant and Trainer for David N. Wright and Associates representing Dale Carnegie Training </li></ul></ul><ul><ul><li>Business professional with over 30 years experience in sales, training, management and law enforcement </li></ul></ul><ul><ul><li>Promotes and delivers Dale Carnegie business solutions that help organizations improve the bottom-line performance of their key people </li></ul></ul>
    3. 4. What is in it for me? <ul><li>Gives credibility and added professionalism </li></ul><ul><li>Improve Social & Communication Skills </li></ul><ul><li>Without customers, there are no jobs! </li></ul>
    4. 5. Customer service is not something done to a customer, but rather something done for a customer.
    5. 6. A Good Business Image & Professionalism Means… <ul><ul><li>Being well-groomed and appropriately dressed </li></ul></ul><ul><ul><li>Having an orderly and clean workplace </li></ul></ul><ul><ul><li>Maintaining good customer service </li></ul></ul><ul><ul><li>Using good manners </li></ul></ul><ul><ul><li>Having a serious attitude about business </li></ul></ul>
    6. 7. Social & Communication Skills <ul><li>“ Soft Skills” include: </li></ul><ul><ul><li>Problem solving </li></ul></ul><ul><ul><li>The ability to speak and listen well </li></ul></ul><ul><ul><li>Meeting client and customer expectations </li></ul></ul><ul><ul><li>Resolving conflicts maturely </li></ul></ul><ul><ul><li>Personal qualities such as responsibility and motivation </li></ul></ul>
    7. 8. Customer Expectations <ul><li>As a customer, what do you expect from businesses who serve you? </li></ul><ul><li>What must a business do to earn and keep your business? </li></ul>
    8. 9. Elements of Service Quality “ Cashing in on Business Opportunities” by Southern Rural Development Center Reliability Assurance Tangibles Empathy Responsiveness
    9. 10. Jenny said this place was great… I want a nice, quiet, peaceful day… The ad says “family fun guaranteed!” The people were so nice and friendly last time! Service Expectations Word-of-Mouth Personal Desires Media Messages Past Experiences Image taken from:
    10. 11. Circle of Service Guest Friendly Employees Guest Friendly Environment Guest Service Strategy
    11. 12. When You Do Not Keep Your Promises Customers complain OR they do not come back But, both Complainers and Non-complainers TELL OTHERS You may have more dissatisfied customers than you think… of customers do not complain (For every 1 complaint, 24 do not complain.) 96%
    12. 13. Why Customers Quit <ul><li>Move away </li></ul><ul><li>Develop other business relationships </li></ul><ul><li>Leave for competitive reasons </li></ul><ul><li>Dissatisfied with the product </li></ul><ul><li>Quit due to an attitude of indifference or rudeness toward the customer, the owner, manager, or an employee. </li></ul>3% 5% 9% 14% 68%
    13. 14. Poor Customer Service “ Nearly half of those surveyed said they walked out of a store in the past year due to poor customer service.” Houston Chronicle, April 2002
    14. 15. Texas Friendly Hospitality Habits Make a Good First Impression <ul><li>Objectives: </li></ul><ul><li>Learn how to make proper introductions </li></ul><ul><li>Understand the aspects of making a good first impression: visually, vocally and verbally </li></ul><ul><li>Assess our personal appearance </li></ul><ul><li>Learn about professional image </li></ul><ul><li>Understand charisma </li></ul>
    15. 16. <ul><li>Be courteous and friendly </li></ul><ul><li>Maintain eye contact </li></ul><ul><li>Smile with your voice </li></ul><ul><li>Put customers at ease </li></ul><ul><li>Have a well-groomed appearance </li></ul>Hospitality Habit: Make a Good First Impression <ul><li>Make the most of the first 6 seconds </li></ul><ul><li>Start with the right attitude </li></ul><ul><li>Greet customers promptly </li></ul><ul><li>Smile sincerely </li></ul><ul><li>Act naturally, but professionally </li></ul>
    16. 17. When Introduced <ul><li>Always stand </li></ul><ul><li>Make eye contact </li></ul><ul><li>Smile </li></ul><ul><li>Shake hands – firmly </li></ul><ul><li>Give a 10 second commercial about yourself </li></ul><ul><li>Say goodbye gracefully </li></ul>
    17. 18. When Introducing Others <ul><li>Introduce the person of authority first </li></ul><ul><li>Introduce the younger to the older </li></ul><ul><li>Use titles even for retirees </li></ul><ul><li>Add a bit of personal info about each person </li></ul><ul><li>You only have to say each person’s name once </li></ul><ul><li>Do not use nicknames </li></ul>
    18. 19. Different Types of Customers <ul><li>Foreign Language Customers & Visitors </li></ul><ul><li>Customers With Special Needs: </li></ul><ul><ul><ul><li>Seniors/Families/Children </li></ul></ul></ul><ul><ul><ul><li>Customers with disabilities </li></ul></ul></ul>
    19. 20. Three Ways of Communicating Guess the Percentage of Each VERBAL VOCAL VISUAL ____ ____ ____ 55% 38% 7%
    20. 21. Professional Image <ul><li>How we look </li></ul><ul><li>How we move </li></ul><ul><li>How we sound </li></ul>
    21. 22. Visual Indicators <ul><li>Body Language </li></ul><ul><li>Behavior </li></ul><ul><li>Grooming </li></ul><ul><li>Dress </li></ul>
    22. 23. Personal Appearance Quiz Rate yourself on the following statements: 1 – Poor 2 – Weak 3 – Fair 4 – Good 5 – Excellent ____ Hairstyle, Hair Grooming (appropriate length & cleanliness) ____ Personal Habits of Cleanliness (body, hands, fingernails, teeth) ____ Clothing & Jewelry (appropriate to situation) ____ Neatness (shoes shined, clothes clean, well pressed, etc.) ____ General Grooming : Will your appearance reflect professionalism on the job?
    23. 24. Appearance is about Marketing <ul><li>Our appearance is our packaging which we design to sell ourselves in the work place </li></ul><ul><li>We use communication to sell our product </li></ul><ul><ul><li>Remember, we are selling ourselves, as well as our product! </li></ul></ul>
    24. 25. Charisma <ul><li>Definition: </li></ul><ul><li>The ability to inspire enthusiasm, interest, or affection in others by means of personal charm or influence </li></ul><ul><li>A special magnetic charm or appeal </li></ul><ul><li>Encarta Dictionary </li></ul>
    25. 26. Charisma – First Impressions <ul><li>Smile immediately & often </li></ul><ul><li>Be the first to say “Hello!” </li></ul><ul><li>Rise to greet both men and women </li></ul><ul><li>Maintain eye contact </li></ul><ul><li>Deliver a sincere greeting that changes with each person you meet in a small group </li></ul>
    26. 27. Charisma – First Impressions <ul><li>Learn and use others’ names </li></ul><ul><li>Extend offers of help and hospitality </li></ul><ul><li>Greet people at the door </li></ul><ul><li>Watch the volume of your voice </li></ul><ul><li>Listen 80% — talk 20% </li></ul><ul><li>Dress appropriately for the position you hold </li></ul>
    27. 28. HOSPITALITY HABIT: Make a Good First Impression <ul><li>Objectives: </li></ul><ul><li>Learn how to make proper introductions </li></ul><ul><li>Understand the aspects of making a good first impression: visually, vocally and verbally </li></ul><ul><li>Assess our personal appearance </li></ul><ul><li>Learn about professional image </li></ul><ul><li>Understand charisma </li></ul>
    28. 29. Attitudes for Service ISO-405-PD-EV-2000-V1.0 Breakfast Workshop 7:30 – 8:30 AM October 28, 2008 Saltgrass Restaurant - $20.00 person Chamber Members $25.00 for non-chamber members Dale Carnegie Training ®
    29. 30. Attitudes for Service “ You must take personal responsibility. You cannot change the circumstances, the seasons, or the wind, but you can change yourself. That is something you have charge of. ” — Jim Rohn Objectives Assess Customer Service Attitudes to set goals for improvement Use conversational language to keep the interaction low pressure Apply Attitude Control Principles to manage own attitudes Incorporate the Four Drivers of Customer Service to build customer relationships
    30. 31. Contact Information Jim Byrd: Office: 512.349.7000 Direct: 512.470.3087 Email: