Customer Service A New Creature WHAT CUSTOMER SERVICE TRULY IS … ●LIVING ●SHARING ●GIVING ●GROWING ●PRODUCING “One of the deep secrets of life is that all that is really worth doing is what we do for others. - LEWIS CAROL - DEFINING CUSTOMER SERVICE “Quality of service delivery set by you or your department.” ▬ “Customer care activities that support the delivery of the product or core service.” ▬ “The way in which the brand meets its customers' needs via its various different channels.” WHO ARE YOUR CUSTOMERS? Family Members Children Friends Co-Workers Applicants Students Los Rios Employees Vendors Neighbors Church/Organizations Members Pets Automobile Drivers Etc., Etc., Etc… Have You Heard It All Before? • Smile! Smiles can be heard over the telephone and are mimicked when face-to-face ▬ • Use your customer's name at different points in the conversation ▬ • Diffuse anger by saying "I'm sorry” and also lower your voice and speak softly and they will do the same Have You Heard It All Before? • Listen attentively! There is nothing worse than asking an irate or troubled customer to REPEAT what they have just said ▬ • Go the extra step by following up on your solution (close the loop!) ▬ • Ask if there is anything else that you can do for your customer Things You MUST Remember • Moods are contagious (Are you “infecting” others with good or bad moods?) ▬ • Don’t solve the problem right away. (Instead let the customer vent, express themselves and be HEARD) Things You MUST Remember • Make certain that your tone of voice is in sync with your words. Remember, your tone of voice can completely contradict your message ▬ • Offer alternatives (At least 2 options in order for them to have choices) Uncomfortable Situations • Misunderstanding Accents (the customers and/or yours) • Pronouncing Names (make notes of how it sounds to help you say it correctly) • Handling Errors (acknowledge errors, apologize, move forward to solve problems) • Saying the Wrong Thing (apologize immediately) WHAT DO I DO IF… • Someone Is Crying? • “Are you okay? How can I help?” • Someone Is Screaming At Me? • “I would really like to help you and I need you to calm down in order for me to do that.” WHAT DO I DO IF… • Someone says they can’t understand me? • Speak slowly, repeat yourself and do your best to pronounce your words clearly. • Someone is in the office and becomes upset • Ask what the problem is and do your best to explain things to them. FACE-TO-FACE 101 Promptly Greet and Welcome Guests ▬ Be Professional ▬ Pay Attention ▬ Always Say Thank You ▬ Smile, Smile, Smile L-I-S-T-E-N-I-N-G 101 L = Let Others Speak I = Intend to ‘Hear” Them S = Speak When It Is Your Turn T = Talk With Them, Not At Them E = Enthusiastically Respond N = Never Speak When Others Are Talking Customer Service At Its Best! • Southwest Airlines (shining in the worse conditions) • Nordstrom (a culture of customer service) • Blue Nile (low prices and high-end service) • CarMax (driving the extra 12-hour mile) **Case Studies quoted ** The Rules… “Always give people more than what they expect to get.” - NELSON BOSWELL ▬ “Treat others how you wish to be treated” - The Golden Rule - Question? “Isn’t it really ‘customer helping’ rather than customer service? And wouldn’t you deliver better service if you thought of it that way?” - JEFFREY GITOMER - Any Questions? Thank You!