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30 Ways to implement change
in your Customer Service
EnvironmentEnvironment
Workshop
Introduction:
Too many companies today pay lip service to effective customer service, and
when it comes to changing the way they treat their customers, they simply
don’t really know where to begin.
“30 Ways to implement change in your customer service environment” is a “30 Ways to implement change in your customer service environment” is a
guide of how you start making high impact changes on a systematic and
meaningful basis
Our clients use this presentation as framework and inject their own reality into
the content
This is an ideal tool to use to put your customer service improvement program
together, using best practices from all over the world
Put your customer service policy in writing.
This doesn't have to be elaborate. Something as simple as "the customer is always
right" can lay the necessary groundwork.right" can lay the necessary groundwork.
We go an extra mile for our customers
Service level agreement
Establish support systems that give employees clear instructionsfor gaining and maintaining service superiority.
These systems will help you outservice any competitor by giving more to customers
and anticipating problems before they arise.
for gaining and maintaining service superiority.
Develop a measurement of superb customer service.
The “ 5 rings- limit” to answering calls
Don't forget to reward employees who practice it consistently.
.
Employees should see how good service relates to your profits and to their futures
Be certain that your passion for customer service runs rampant throughout your company
Employees should see how good service relates to your profits and to their futures
with the company.
Be genuinely committed to providing more customer service excellence than anyone else in your industry
This commitment must be so powerful that every one of your customers can sense it.
Meet with your employees regularly to talk about improving service.
Solicit ideas from employees—they are the ones who are dealing with customers
most often
Share information with people on the front lines.
most often
Act on the knowledge that what customers value
most are:
attention, dependability, promptness and competence
.
They love being treated as individuals and being referred to by name.
Phrases That'll Make Your Customers HappyYour Customers Happy
"How can I help?"
"I can solve that problem."
"I don't know, but I'll find out."
"I will take responsibility."
"I will keep you updated.""I will keep you updated."
"I will deliver on time."
"Monday means Monday."
"It'll be just what you ordered."
"I appreciate your business."
Best PracticesBest Practices
Never Let Your Customers Forget YouNever Let Your Customers Forget You
Let customers know Let customers know
what you are doing for them.
Write old customers personal,
handwritten notes frequently.
Keep it personal.Keep it personal.
Remember special Remember special occasions.
Pass on information.Pass on information.
Consider follow-up calls as Consider follow-up calls as business development calls
Dealing With Unsatisfied CustomersUnsatisfied Customers
Let customers vent their feelings.
Encourage them to get their frustrations out in the open.
•Never argue with a customer.
Never tell a customer "You do not have a problem." Those are fighting words.
Share your point of view as politely as you can.
Immediately take action to remedy the situation.
Promising a solution and then delaying it only makes matters worse.
•Empower your front-line employees to be flexible in resolving complaints.
•Give employees some leeway in deciding when to bend the rules.
•
•If you don't feel comfortable doing this, make sure they have you or another
•manager handle the situation.
