Four Steps to Delivering Exceptional Customer Service

1. Evaluate, meet and exceed your customers expectations.2. Keep your customers coming back for more.3. Solve problems and turn complainers into company

advocates.4. Nurture yourself, so that you can be there for your customers.

Value your Customers

• Anticipate you customers needs and deliver service that goes that extra mile.

• Your customers evaluation of you is a product of their expectations and their experience

• Expectations X Experience = Evaluation

The Five Keys to Great Customers Service “RATER”

• Reliability

• Assurance

• Tangibles• Empathy

• Responsiveness

What is RATER?

• Reliability– The ability to provide what was promised, dependably and

accurately. • Assurance

– The knowledge and courtesy of employees, and their ability to convey trust and confidence.

• Tangibles– The physical facilities and equipment, and appearance of

personnel.• Empathy

– The degree of caring and individual attention provided to customers.

• Responsiveness– The willingness to help customers and provide prompt service.

The 10 Deadly Sins of Customer Service

1. I don’t know.2. I don’t care.3. I can’t be bothered.4. I know it all.5. You don’t know anything.6. I’m right and you’re wrong.7. I don’t like you.8. I don’t want your kind here.9. Hurry up and wait.10. Don’t come back.

Promises Set Expectations Avoid Breaking Promises

• The three types of promises1. Personal Promises:

– Promises you make directly to the customer.

2. Organizational Promises:– Direct promises made in company advertising and

marketing materials, as well as indirect promises based on the organizations own service image.

3. Expected Promises– Customers bring promises with them based on their past

experiences with you and with other service providers.

When You Have to Say No-The Best Way to Deliver Bad News

Without Upsetting the Customer• Don’t assume you can’t.• Find and alternative.• Focus on the positive.• Add Value to every transaction and show

Customers you sincerely value their business.

• Satisfy customers with Top-Quality service even when you can’t deliver what they want.

How to insure Customers Come Back?

• Call the customer by name – build a relationship.• Inform the customer of upcoming special

promotional events.• Offer to take care of special needs.• Thank the customer for his/her business.• Follow up the service with a contact.• Show respect, be courteous and be

professional-let them know that their satisfaction, not just their business and money, matter to you and to your company.

Nine Times You Should Thank Your Customers

1. When they do business with you – every time.2. When they compliment you.3. When they offer comments or suggestions.4. When they try a new product or service.5. When they recommend you to a friend.6. When they are patient – and not so patient.7. When they help you to serve them better.8. When they complain to you.9. When they make you smile.

Face-to-Face Service Personality

1. Proximity - 18-24 inches 2. Eye contact – indirect eye contact can undermine trust.3. Silence – use vocal cues.4. Gestures – use emphasis and reinforcement.5. Posture – lean in to show attentiveness.6. Facial expression – convey friendliness and openness.7. Physical contact – consider the appropriateness.8. Smell – beware of strong perfumes and colognes9. Overall appearance – your customer defines

“appropriate.”

Face-to-Face Service Personality

• 7% WORDS

• 38% TONE OF VOICE

• 55% BODY LANGUAGE

THE MOST IMPORTANT THING!• SMILE

• SMILE

• AND SMILE

• THE END?