Customer Service

By Jennifer Ledo & Diane Cove

Company’s Greatest Asset

• Customers want excellent service• Will continue to use your company• Customer loyalty doesn’t just happen…• It is created• Satisfying the customer is your highest priority• Everyone is a potential customer• Give every customer superior service• Treat customers with respect in every

transaction

• “Every company’s greatest assets are its customers, because without customers there is no company”

• Michael LeBoeuf, author, How to Win Customers and Keep Them for Life

Greatest Assets

Loyal Customers

• 65% of a company’s business comes from repeat customers

• Customers refer their friends

• Those friends become loyal customers

• Those friends tell their friends and so on

Dissatisfied Customers

• Pre-Internet days unhappy customers told 8 to 16 people

• Those people continue to spread the word• Internet users can vent on the chat room• Every customer who complains, there are

26 who don’t• 91% of “wronged” customers never buy

again• Customers tell their story

Customer’s Point of View

• You are the company

• Your behavior and attitude will affect how the customer feels about your company– products– service– inviting atmosphere– appearance– correspondence

• “There are only two ways to get a new customer.– Solicit a new customer any way you can.– Take good care of your present customers, so

they don’t become someone else’s new customer.”

• Ed Zeitz

New Customer

Internal Customers

• People within your company who need something from you

• When you own a company and work with an assistant…– your assistant is your customer– you are your assistant’s customer

• You can ask them what you can do to make their job easier

• Always communicate clearly with your internal customers

Welcoming Customers

• Make eye contact, smile encouragingly

• Show that you’re approachable

• When on the phone, acknowledge the customer

• Respect personal space– intimate zone-extends about two feet on all

sides– stand about four feet away

Just the Truth

• Be truthful with the customer in every conversation

• Customers want to do business with someone they trust

• If you are less than honest they will take their business to another place

• Offer solutions to solve their problem• Being honest also means not promising

more than you can deliver

Single Bagger vs. Double Bagger

• Single baggers are people who pack without regard to whether a bag will tear, bread will mash, or eggs will break.

• Have not learned that a customer’s satisfaction after leaving the store is important.

• They do their job and nothing more.

• Double baggers treat each customer like the company’s best customer.

• They do everything to provide superior service.

• A double bagger takes care to say, “Your eggs are on top, so be careful when you load this bag in the car.”

Be the Better Bagger• Instead of…• You’ve misunderstood

me.• It wasn’t my fault!

• I already explained that. I guess you didn’t hear me.

• Look, do you know how many years I’ve been doing this?

• Try…• I haven’t made myself

clear.• I’m sorry that’s happened.

I’ll do everything I can to make things right.

• I must not be explaining this well. Let me try explaining it another way.

• I can always learn something new

Angry Customer

• Let the customer vent• Stay calm• Listen actively• Empathize with the customer• Apologize• Find a solution that satisfies the customer• If you can’t fix the problem, ask a supervisor for

help• When appropriate, follow up

Complaints As Opportunities

• Countless reasons why customers complain

• Their expectations haven’t been met• Inside every complaint is a request for

service• Dissatisfied customers provide valuable

information• 95% will continue to do business if their

complaints are resolved on the spot

Telephone Don’ts

• Don’t sound disinterested or aloof.

• Don’t shuffle papers; customers will think you’re disorganized or bored.

• Don’t eat or drink while on the phone.

• Don’t answer questions from co-workers while talking to a customer.

• Don’t use slang, like “yeah” or “gonna.”

• Don’t talk too loudly – a loud voice can be interpreted

as anger.

• Don’t interrupt.• Don’t put the caller on hold

unless absolutely necessary, and never do so without obtaining the customer’s approval.

Coping With Stress

• Always remind yourself that complaining customers are not upset with you.

• Put your energy into solving the problem.• Take a short break• Go for a walk to revitalize your body• Tell someone else what has happened.• Take a few minutes to write what

happened– It will help you put things into perspective

Customer Service10. The customer is never an interruption to your

work. – The customer is your reason for being in business

9. Customers are people, and they like friendly interaction: – a welcoming smile– look them in the eye

8. Be on time.7. Remember: You are the company.

– In the customer’s eyes you are the most important person in the organization.

6. Never say “I don’t know”. Instead say:– “That’s a good question. I’ll try to find an answer for

you.”

Top Ten List Cont’d….5. Never argue with a customer.

– Customers are always right in their own eyes. – Listen to their needs.

4. Remember that customers sign your paycheck. – What you earn comes from customers’ pockets. – Treat them like the boss.

3. State things in a positive way. – Choose positive words when speaking to the customer.

Have an enthusiastic attitude.

2. Treat customers as you would treat guests in your home.

1. Go the Extra mile. – Always do a little more than the customer expects you to

do.

Give and You Shall Receive

“You expect excellent customer service, so make sure you give excellent customer

service.” Diane Cove