YOU CAN TRAIN MONKEYS TO DO MENIAL TASKS.

YOU SHOULD ALWAYS HIRE PERSONALITY AND ATTITUDE.

http://www.youtube.com/watch?v=xdLLdh1xECg

CUSTOMER SERVICE

Is not a department,

IT IS AN ATTITUDE

BROUGHT TO YOU BY

Ace In The Hole Management, LLC and today’s sponsor,

Frontenac Bank

THE ATTITUDE OF EXCEPTIONAL

CUSTOMER SERVICE

For the purposes of this presentation we will assume you all want to instill in your

employee’s,

WHAT DOES EXCEPTIONAL CUSTOMER SERVICE DO

Improves value of your company

Improves the bottom line Profits go up

Grows your business

Instills confidence in you and your company

Creates strong relationships that result in repeat business

Makes marketing your company easy

Makes you look good

Let’s you sleep better at night

HAVE YOU THOUGHT ABOUT WHAT IT DOES FOR YOUR EMPLOYEES

Why do you care?????? Because it….

Promotes Loyalty Creates good morale Simulates learning, growth and

cultivates long term employees Promotes job satisfaction Develops strong relationships Generates positive attitudes

toward the establishment

NOW WE KNOW WHY WE WANT IT

Let’s review how to make it happen.

CHANGING YOUR EMPLOYEES

ATTITUDE TOWARD CUSTOMER SERVICE

STARTS AT THE TOP

Your employees deliver the same level of service to your customers, that they believe they get from you. 

SO, IF YOUR EMPLOYEES OFFER POOR CUSTOMER SERVICE, LOOK AT YOURSELF FIRST.”

The mirror can tell us more than if our hair is out of order or that our stripes and plaids don’t match. Look deep into how your actions are assessed by your employees.

LEAD BY EXAMPLE“If you want your employees to

focus on customers first and exhibit a good attitude to your customers, you have to demonstrate that same attitude to and in front of your employee.”

FIRST STEP

Address Your Expectation in the Interview

Clearly express that need in your interviews with new hires. 

Establish expectations right at the beginning.

CREATE YOUR LEVEL OF EXPECTATION Interview Questions should include topics

related to customer service attitude Interview discussion should establish your

expectation for exceptional customer service Written Job Descriptions should include

customer service attitude, not tasks. New Hires should know that their annual

performance review will reiterate your expectation for exceptional customer service, AND

They will be evaluated on these expectations.

STEP TWO

LIVE IT DAILY

Click icon to add picture

WRITE A NOTE TO YOURSELFPrepare 3 “post it” notes that include

specific actions you want to take and the message you want delivered today.

Post one on your bathroom mirror. Each morning read it 3 times before leaving

the house. Place one on your computer monitor.

Read it prior to meeting with any employee in your office.

Place one in your calendar.Read it before going into any meeting or

interview.

STEP THREEMake your expectations the core of your evaluation process.

EVALUATIONS

In your annual evaluations, promote your expectations, not what was done

wrong all year. Consider this an opportunity to express how your

expectations can be or were met.

LET’S REVIEW Daily reinforce your expectations. Actions speak louder than words. Reinforce your expectations in all you do. Clearly express your expectation in

evaluations, and Clearly reward in compensation, when your

expectations are met or exceeded. (if within your capacity, reward immediately)

SO LET’S LOOK AT EMPLOYEE BEHAVIORS.

I SUGGEST THEY ARE DOING EXACTLY WHAT THEY “THINK” YOU WANT THEM TO DO.

Is this your company? A perfect pyramid. Who fits

where?Customers?Employees?Management?Ownership?

WE PUT PEOPLE WHEREVER WE WANT THEM.

Customer

Employees

Management

Ownership

OR CHANGE THEM AROUND

Customer

Employees

Management

Ownership

NO MATTER WHERE YOU PUT THEM….

It is all about where they THINK they are!

THIS IS YOUR EMPLOYEE’S BRAIN…..

It is full of power and energy.It is thinking all the time!

But what is it thinking about?

WE HAVE ALL HEARD THE OLD SAYING…. WHAT GOES IN IS WHAT COMES OUT. SO IT GOES WITH THE BRAIN OF YOUR EMPLOYEES.

What you are putting in about your business,

your expectations and your customers

is what they think and say.

DO YOU VALUE YOUR EMPLOYEES? Do your actions

toward your employees support customer service?

Do you walk around and talk to employees?

Do you ask about their children?

Do you know what they did last night?

If you ask about them,

If you appear interested in them,

If you care about their family,

THEY WILL BELIEVE THEY ARE IMPORTANT and THEY WILL SEE HOW IMPORTANT PEOPLE ARE TO YOU.

DO YOU VALUE YOUR CUSTOMERS?

Do you ever greet customers?

Do you use first names of your employee/customer?

Do you shake hands with employees?

Do you shake hands with customers?

Do you smile when you see a customer?

Do you ever act like a customer is a hindrance rather than a pleasure?

YOUR EMPLOYEES WILL MIMIC YOU.

DO YOU EVER REFER TO A CUSTOMER BY NAME WHEN DISCUSSING THEM IN MEETINGS? How would your employees react, if in

an employee meeting, you said, “Mrs. Smith, Sara, was expressing her disappointment with our widget yesterday to Matt. Matt, you handled her complaint to her satisfaction. I called her yesterday to assure her we wanted her to be satisfied and she expressed to me you did a great job taking care of her issue.”

WHAT DID I JUST SAY THERE?

I know our customers. I value their needs. I know who waits on them. I follow up.

Isn’t that exactly what you want your employees to do?

WHAT KIND OF MESSAGE WOULD THAT SEND?

IT IS AN ATTITUDE When was the last time you noticed an

employee had a great customer service attitude?

IF IT HAS BEEN AWHILE, ASK YOURSELF, WHY?

When was the last time your employees participated in your corporate vision?

When was the last time they saw you actually take care of a customer?

When was the last time you felt an employee had your back?

LET’S LOOK AT SOME

EXAMPLES OF CUSTOMER

SERVICEThe good, the bad and the ugly

WHAT DOES THIS BODY LANGUAGE TELL YOU?This person does not want to be bothered, it is obvious, isn’t it?

What could they be doing that is more important than their customers.

WHAT DOES THIS DESK TELL YOU?

Too busy? Can’t take time to interact with anyone, I have too much on my plate?

Disorganized? Was I supposed to call a customer today? If I was, I lost the note.

Don’t give me one more thing to do, because it won’t get done.

Do the employees of this person feel like they can come to him with an issue or concern?

DO THE WORDS COMMUNICATE IMPORTANCE OF THE CUSTOMER?The employees of this manager most certainly think it is okay to talk bad about employees or to express frustration at a customers request.

Here comes that Mary,

nothing but a waste of time, never

buys a thing.

REMEMBERLEAD BY EXAMPLE.What you are witnessing in your employees in serving your customers is likely what they “see” in you.

WHAT IF ONE EMPLOYEE

BECAME AN AGENT OF CHANGE?

Remember, customer service is not a department, it is an attitude.

MYTHS EMPLOYEES SEE AS TRUTH Change will go away. I should express my

feelings and it will help if I show those feelings by getting upset.

My career is about to take a real bad turn.

I can keep my head down and just keep doing what I have always done.

Management never tells us the whole story. They know more than they are sharing.

Management does not care about us.

There is little opportunity for me to make a difference.

It is the responsibility of management to make these changes work and to implement the plan.

It is obvious the fact all these problems keep coming up, they do not know what they are doing.

All these changes were just not necessary.

PERCEPTION IS THEIR REALITY For your

employees those myths may be their reality.

Get past your needs,

Focus on their needs,

Instill in them the company does care,

Lead by example.

REALITY OR WHAT YOU WANT THEM TO SEE Actually change is here

to stay. Managing their

emotions increases their ability to control their situation.

Sometimes opportunity is hidden behind change and what is perceived as being negative. If everything around you is changing, and you don’t change with it, you will be left behind.

Problems are the natural result of change, we anticipate them, and they offer many opportunities for individuals to shine.

It may be hard to believe, but odds are management is being as open and straightforward as the situation allow.

Trust goes both ways.

HOW WOULD YOUR LIFE BE DIFFERENT,

IF…..

JUST ONE PERSON UNDERSTANDS Management has to make tough decisions every day,

it is impossible to keep everyone happy. They have a choice. Be part of the solution or be part

of the problem. They are the one that decides. This is their plan. If they think the plan is someone

else’s, they are not likely to be around to see it to the end.

They should embrace change and make the decision to be a player.

Management has a good idea. Many outside factors make them have to change directions sometimes.

Few things ever change without problems or mistakes. What is necessary is to make the changes work.

THEY COULD BE YOUR AGENT OF

CHANGE

SO LET’S RECAP

Things To Do Change your message, and Deliver the message consistently. Stress your expectations in hiring, Live your expectations daily, Reinforce your expectations in

evaluations, Solidify your expectations by rewarding

those that exceed those expectations. Identify and create at least one agent of

change within the organization.

TURN YOUR EMPLOYEES INTO WINNERS

THANK YOU FOR YOUR ATTENTION

NOW GO OUT THERE AND CULTIVATE SOME EXCEPTIONAL

CUSTOMER SERVICE.

ACE IN THE HOLE MANAGEMENTwww.aceintheholemanagement.com

314-803-6593