“5 Star Customer Service”

June 12th, 2014

Kenlyn T. Gretz

President and CEO

Fast Customer Service = Revenue!

Fast = Revenue

» Quotes

» Bids

» Answer Questions & Turn Them Into Sales

» Ask Their Expectations.

» Fast <> Poor

» Fast <> Incomplete

Fast = Revenue

» Track how long it takes to get an answer.

» Eliminate Road Blocks and People.

» Streamline processes.

» Create check points.

» Give partial answers and updates.

» Don’t cause unnecessary road blocks yourself.

How Do You Interact With

Customers?

1. Face to Face

2. Phone

3. Email

4. Combo of all three

5. Combo of phone and email

6. Combo of face to face and phone

Your Clients?

1. Business to Business

2. Business to Consumer

3. Combo

Greet!

Social Media

IGNORE OR RESPOND?

What do you think?

“I am sorry you had a bad experience. As you

can see from other reviews we do much better

99% of the time. The next time you stop in,

ask for the manager. Mention this post and we

will have something special for you.”

Does this encourage more negative responses?

“I am sorry you had a bad experience. 99% of

our customers have a good experience. I will

send you a private message and make it right

for you.”

Does this encourage more negative responses?

Fast Response Customer Service

Smile!

Clean Language

A simple principle: If I use the same words as you,

then we have a greater possibility of creating a rapid

rapport based on mutual language use.

» Customer calls it: medical bill, don’t say statement

» Customer calls it: turned off, don’t say power cycle

» Customer calls it: balance, don’t say reconcile

Stop Everything.

“I am sorry, but that is against

our policy.”

“Our Policy”

» Try to avoid the words “our policy” and “procedure”.

» Most policies are required because of laws that require

them.

» Most policies do benefit your customers in some way;

maybe not directly, but as a whole.

» When you have to say: “our policy” or “our procedure”, see

if you can change it to show their benefit or at least that

they are not alone in the situation.

Example“I know this sale item is only 2 per customer,

but may I have 3?”

No, that is against our policy. (stop)

Answer Fire Back:

“I know this sale item is only 2 per customer,

but may I have 3?”

No, that is against our policy. Would you be paying

with cash, check or credit card?

ExampleAnswer Fire Back:

“I know this sale item is only 2 per customer, but may I

have 3?”

We have so many great customers like you and we want to

make sure that they all can take advantage of the sale

so everybody is happy. I am sure you understand!

Never said NO.

Turn them into loyal buyers and be assumptive in closing

the conversation.

Even Better Example

“I know this sale item is only 2 per customer, but

may I have 3?”

I know you are a great customer. I am going to

bend the rules a bit for you! But you have to

promise to be a customer for life!

Do we have a deal?

Policy | Policy | Policy

» Know Why (KW?) you have the policy.

» Re-Evaluate the policy.

» Make sure your competitors have a similar policy.

» Know a “quick story” about the policy.

» Know how to “bend” a policy for good customers.

» Give co-workers the understanding of when to

“bend” a policy and how to do it.

Look Me In The Eye!

Tell Somebody Where To Go!

Directions To: » Nearest Gas Station

» Park

» Event (Fair, Festival)

» Hospital

» Theater

» Think: out of town people/visitors

» Why not have it printed off!

Speak Clearly

Not OUR Fault

Still Our PROBLEM!

Not Your Fault, Still Our Problem

1. Look up phone numbers for people.

2. Find other companies that can help them.

3. Be a connector.

4. Creative Solutions.

5. Brain Storm.

6. Turn problems into loyal customers who then

tell the story over and over.

One Call Resolution

Benefits?

Voice Mails & Emails

Business to Business

ABC Supply calling Mary at XYZ Company:

“Hi Mary. Sorry I missed you. This is Mark from

ABC Supply. Call me.”

Voice Mails & EmailsBusiness to Business

“Hi Mary. Sorry I missed you. This is Mark from ABC

Supply. Your account number I am calling about is

154984 for the Barnsom Job. I would like some more

information on line item 24 regarding the specs of

your quote. I need to know the capacity. You can

call me at 920-484-4848 before 4:30 CST time today

or I am in at 7AM CST tomorrow. If it is easier, just

email me. I am not sure you have my email so it is

marks@abcsupply.com - Thanks. I need this

information by Friday at the latest.”

Voice Mails & EmailsBusiness to Business

“Hi Mary. Sorry I missed you. This is Mark from ABC

Supply. Your account number I am calling about is

154984 for the Barnsom Job. I would like some more

information on line item 24 regarding the specs of

your quote. I need to know the capacity. You can call

me at 920-484-4848 before 4:30 CST time today or I

am in at 7AM CST tomorrow. If it is easier, just email

me. I am not sure you have my email so it is

marks@abcsupply.com - Thanks. I need this

information by Friday at the latest.”

Voice Mails & EmailsGive people what they need to get the job done!

The cost of phone tag and email tag is HUGE!

Email Attachments

Email Attachments

What are they going to do with your attachment?

MM-DD-YYYY_Americollect_ABC_Clinic_History.xlsx

Organizing Meetings

With Three or More Via Outlook

Suggestion Times:

Please Reply All with the number of the time

that does not work for you.

1. Monday, June 16th 3:00 - 4:00 PM CST

2. Tuesday, June 17th, 10:00 -11:00 AM CST

3. Wednesday, June 18th, 9:30 - 10:30 AM CST

Be Fun!

Even in Emails!

Ideas!http://nationaldaycalendar.com/

» Happy Thursday!

» Plans for the weekend!

Choose The Right Words

Upset Customer

RAPPORT

Building Rapport

Simple Definition:

Getting somebody to like you quickly.

Create a sympathetic relationship or understanding.

Rapport building time starts as soon as you say hello

with a smile.

Building Rapport Over The Phone

Your Tools:

» Their Name

» Natural

» Warmth

» Pleasant

» Interested

» Smiley

» Volume

More Tools:

» Pace

» Words

» Active Listening

» Caring

» Tonality

» Breathing

» Inflection

Building Rapport

Makes difficult customers easier to work with.

Upset Customer

Upset Customer

1. Let them finish.

2. Take notes & don’t assume.

3. Their First Time!

4. Apologize: “I am sorry you had a bad

experience. I may be able to help.”

What Type of Complaint?

1. Complaint about employee.

2. Complaint about product.

3. Complaint/misunderstanding of how the process

worked.

4. Complaint about price/value.

You should have a scripted response

for each of these.

What Type of Complaint?Complaint about employee:

“I appreciate you letting me know about your experience

with John. I will surely let his manager know about

your experience. I personally know John would

appreciate the feedback and he will grow from this.

Thank you.

Is there anything else I can do for you?”

What Type Of Complaint?

Complaint about product:

“I appreciate you letting me know about your experience

with our company. I will surely let the owner know

about your experience. I personally know the owner

would appreciate the feedback and he is always

looking to improve our products. Thank you.

Is there anything else I can do for you?”

Need to go deeper?

What Type of Complaint?Complaint/misunderstanding of how the

process worked:

“I appreciate you letting me know about your experience

with our company. I will surely let the owner know about

your experience. I personally know the owner would

appreciate the feedback and he is always looking to

improve our processes. Thank you. I am sorry that we

didn’t do a better job explaining what happens after you

do X. I can appreciate your misunderstanding and I think

we can improve for the next time.”

Need to go deeper?

What Type Of Complaint?

Complaint about price/value:

“I appreciate you letting me know about your experience

with our company. I will surely let the owner know

about your experience. I personally know the owner

would appreciate the feedback . Thank you.

Is there anything else I can do for you?”

Need to go deeper?

Service Recovery

1. Price Discount.

2. Bounce Back Coupon (for next time).

3. Completely Free!

4. Toss in something for free.

5. Free for somebody else (careful).

Upset Customer

Practice

Practice

Practice

Practice

Satisfied Log

Newest Customer/Finish Next

Decision

Surprise!

The Art of Surprise

The Art of Surprise1. Random

2. Not expected

3. No reason

4. Not based on purchase amount

5. Sincere

6. Special

7. Controlled/approved by company

8. Select vocal, connected people

Under Promise And Over Produce

Your Sales

Person

Under Promise And Over Produce

Sure we can do

that! Just sign

here!

Hey look at me!

I just sold a

new client! I am

so cool!

Under Promise And Over Produce

You told them

we could do

WHAT! By

FRIDAY!

Under Promise Over Produce

Under Promise And Over Produce

Don’t back yourself into a corner with outcomes

that are hard to achieve.

» Deadlines

» Pricing

» Service

Educate your sales & front line people about the

reality of your business and your competitor’s

ability to accomplish what they are proposing.

Under Promise And Over Produce

“I think we can generate that report for you. It

may be a custom report or a current report

may need some tweaking. Do you have a

specific deadline or would early next week be

good for you?”

Under Promise And Over Produce“I think we can generate that report for you. It may be a

custom report or a current report may need some

tweaking. Do you have a specific deadline or would

early next week be good for you?”

Then get it DONE now and get it out the door.

John: “After I hung up the phone with you, I realized that this report

should be escalated because you are such an important client.

So I completed it today. Have a great weekend!”

LOYALTY

Under Promise And Over ProduceChallenge:

List where you fail your clients?

Is it because they were “over promised?”

Challenge:

How could you train your team to better state the reality

of the promise to make your company look better?

LOYALTY

What is your nail!

This is your pain.

Capture Opportunity

To Bring Value

Capture Opportunity

To Bring Value Bringing value is really adding to your product. It may

turn out to make your customers more loyal and/or

give an opportunity to increase the “add on sales.”

Ask your customers what they would like even more

about your company/service/product?

Steal ideas from different companies/industries and

apply them to your own.

Capture Opportunity To

Bring Value Brain Storm - What can I do?:

» Substitute

» Combine

» Adapt

» Modify – Minimize – Maximize

» Eliminate

» Create other uses

» Reverse

http://www.gitomer.com/

What To Remove?

Dr. Robert Paczkowski

I Am Not Your Friend!

Answer

Now, What Is The Question?

Don’t Over Share

I am the only one here!

Nobody showed up for work today.

Our email servers just came back up!

Our phones were down!

My computer is a piece of junk!

Big Data From The Little Guy!

Like Our Page!

Thank You!

Manitowoc County Chamber!

FIVE time winner of Inc Magazine’s Fastest Growing Private Company!

2009 – 2013

FIVE time winner of Inside ARM Best Places to work in Collections.