BMGT 245- Customer Service

Knock Their Socks Off!!!

What is “Knock Your Socks Off” Service?

Creating a memorable experience for each and every customer - even the customer who has been around for years.

You are the company!

It’s Everything You Do !!!

Use I instead of they or we. Take personal responsibility for the

customer. Make the organization work for your

customer.

Desire makes a big difference!

What do my customers want from me and my company?

How do support areas work to serve my customers?

What are the little things that make a difference?

Customers are demanding….

If, indeed, it costs five times more to attract a new

customer…. Doesn’t it make sense to try to keep the

ones you have? 25 of 100 customers are dissatisfied

enough to switch to the competition. Only one in 25 will tell you. And each dissatisfied customer

generally will let 10 other people know about the problem.

The Rater Factors

Customers evaluate service based on five factors:

• Reliability

• Assurance

• Tangibles

• Empathy

• Responsiveness

Your service must be…Reliable

Georgie W. said it best….

“Undertake not what you cannot perform but be careful to keep your promise.”

Reliability means keeping your word…. Doing what you say you will do.

But I don’t remember making any promises.

Your organization did - through advertising & marketing materials, through correspondence and contracts, and through your published policies.

Your customers bring their expectations based on past experiences.

But most promises come from….

Can promises be managed?

Indeed they can. It is your job to help shape customer expectations to reflect what you can and cannot do for them.

But what do we do when promises break?

The first thing you do is….

Apologize Immediately find out what your

customer needs now.

Has another problem been created, or….

Have we been given an opportunity to exceed our customer’s expectations for reliability?

Don’t make promises

That you can’t keep.

What are the implications for the manager?

Outstanding, memorable service is….. Responsive.

Time is of the essence...

Moreso today than ever before.

“We value you as a customer, your time is important to us. Please hold and the next available representative will assist you.” After 15 minutes on hold, this wears a little thin.

When you set a deadline… Meet it.

Find out what your customer really needs.

Remember, deadlines are not sent down by God. They are created by us. Understand that you are creating a customer expectation and have in effect, made a promise.

The worst part about waiting is not knowing how

long the wait will be.

What do your customers think is an appropriate wait?

Remember, when your customers can’t see you, they don’t have access to your nonverbal cues. All they have is what you give them.

Outstanding service is….. Reassuring

Your competence and confidence...

Provides assurance to your customer that they are doing business with a well-trained, skillful professional.

It’s both style and substance.

You must manage your customers’ feelings of trust. Know more about your products than

the customers do. (product knowledge)

Know how your organization works and guide your customers through it. (company knowledge)

Pay attention and get it right. Listen, understand, & respond to your customer’s specific needs. (listening skills)

And you must have problem-solving skills.

But, it’s your style that sets you apart.

Fabled, exceptional service is…. Empathetic

Customers want to be treated as...

Individuals.

Understand their needs, expectations, attitudes, and emotions.

Empathy vs Sympathy

Sympathy is feeling the other person’s pain.

Empathy is letting them know that you understand that the pain exists and that it’s OK.

“Don’t Get No Better’n This” Service is…. Tangibles

“..in every service encounter, there are

tangibles -- before, during, and after the fact -- that

affect the way customers judge the quality of the

service you’re providing.”

We must understand the role that tangibles play..

Help convey the value of intangibles.

“Never give something to customers you’d be reluctant, embarrassed, or angry to receive yourself.”

Three ways of demonstrating value of

service: Take pride and show your pride.

Let the customers know that they are important to you.

Keep your workplace clean, safe, and comfortable. Again, show your pride.

Exactly, who are your customers?

Two basic types of customers...

External (outside of your organization)

Internal (within your organization) - people who depend on you and your work in order to complete their work.

Organizations that treat internal customers poorly,

Usually treat the external customers poorly as well.

It is very, very important that you understand that internal customers exist and that you identify them, and find out what they need from you and how you can best provide it.

The Ten Deadly Sins of Customer Service

You have probably experienced each of these

sins personally. 1. “I don’t know.” 2. “I don’t care.” 3. “I can’t be bothered.” 4. “I don’t like you.” 5. “I know it all.”

6. “You don’t know anything.” 7. “We don’t want your kind here.” 8. “Don’t come back.” 9. “I’m right & you’re wrong.” 10. “Hurry up and wait.”

Make the customers feel heard. Make the customers understood. Make the customers liked. Make the customers respected. Make the customers feel helped. Make the customers appreciated and

respected.

The Customer is always….

Make your customer’s right.

Assume innocence.

Look for teaching opportunities.

Believe your customer.

“Don’t fix the blame, fix the problem.”