keys to customer service

Keys to Customer ServiceKeys to Customer Service

10 Keys of Customer Service10 Keys of Customer Service

I – Trust Your Customers

• Most Important Trait• Trust is the highest form

of human motivation• Understand Your Role

to Play• Greeting is so important

(Name)

10 Keys of Customer Service (Greeting 10 Keys of Customer Service (Greeting Customers Builds Trust)Customers Builds Trust)

• Eye Contact• Thank them for

coming to you• Tune the world out

and them in • Put them at ease –

they’re visiting• Customers make 11

decisions about you in the first 7 seconds

Is Body Language Important?Is Body Language Important?

Face to Face• Body Language 55%• Tone of Voice 38%• Words 7%Over the Phone• Tone of Voice 86%• Words 14%

10 Keys of Customer Service10 Keys of Customer Service II - Positive Can-Do Attitude,

Positive Values, Clear Motives

• Energetic, Not Fake• Infectious, Honest• Walk Your Talk with

Customers/Leaders• You must not deal

negatively with negative people

10 Keys of Customer Service10 Keys of Customer Service

• The big three factors:• Attitude – Way you

think and how you relate to others

• Motives – Reason why you do things

• Values – Inner guidelines that direct behavior

• Values are critical

How to develop a Customer How to develop a Customer Friendly AttitudeFriendly Attitude

• Viewing customers as the most important part of the business

• Sincere appreciation• What if you were

taped one day?• The “Golden Rule”

applies here• Waiter and the Doctor

10 Keys of Customer Service10 Keys of Customer Service

III - Be a Good Teacher

• Customer Service needs to be taught

• Teach employees carefully

• Teach customers• Share insights and

experiences with customers

Questions about the First Three Questions about the First Three KeysKeys

• Do you really trust yourself at work to handle customers?

• Is your attitude mostly can do and positive?

• Are you a good teacher or do you allow customers, and peers to struggle?

10 Keys of Customer Service 10 Keys of Customer Service IV. Find out What

Customers Want• Identify needs and

expectations• Ask open ended

questions• Six questions – Who,

What, Where, When, Why, and How?

10 Keys of Customer Service 10 Keys of Customer Service ((Generic needs)Generic needs)

• To be valued by you• To feel comfortable• To have your undivided

attention• To focus more on them

than your work• To not show favorites• Don’t make problems

It Does Pay to PleaseIt Does Pay to Please

• Customers will spend +10% - good service

• Good service - Tell 9-12 people

• Poor service - Tell 20 people

• 82% approve of your organization if complaint handled

10 Keys of Customer Service10 Keys of Customer Service

V. Begin Each Day With Failure in Sight (Listen)

• Closing the Business• Underpromise and

Overdeliver always• Prevent failure throughout

the organization• Battleship and Fog Story

10 Keys of Customer Service10 Keys of Customer Service

• Listen to the– words– tone of voice– body language

• Listening is not just hearing but understanding

• Seek First to Understand, Then be Understood, You don’t have to agree

10 Keys of Customer Service10 Keys of Customer Service

VI. Understand your Customers, Peers, and Leaders

• Gender • Race • Generational• Education• Families• Others

Questions about the Second Three Questions about the Second Three KeysKeys

• Do you really know what your customers need and expect?

• Are you really listening to your customers?

• What does the differences of your customers mean to you? The organization?

10 Keys of Customer Service10 Keys of Customer Service

VII. Make your Business (ETDBW)

• Time Management First Things First –

• Be customer-centered• Badd Systems stop Good

People• 85% vs 15% rule?

10 Keys of Customer Service10 Keys of Customer Service

• To be ETDBW• Accessible• Accurate• Integrated (one source for

information)• Customer-Driven• Fast• Totally transparent

(seamless to customer)

10 Keys of Customer Service10 Keys of Customer Service

VIII. Live the “Golden Rule” “Walk the Talk”

• Live the Example• Take care of your

people who provide good customer service

• Praise/Reward carefully

10 Keys of Customer Service10 Keys of Customer Service

• Measure frequently• Survey the customers• Benchmark

competitors• Secret Shoppers• Connections between

organizational results and individual performance

Survey Your CustomersSurvey Your Customers

• Written Questionnaires with Yes/No questions

• Telephone Surveys• Focus Groups• Face-to-Face

Interviews• Communicate Results• Publish results

10 Keys of Customer Service10 Keys of Customer Service

IX – Provide Customer Service Training

• Common Sense isn’t• Clear Standards• Address the needs and

expectations of customers – internal and external

10 Keys of Customer Service10 Keys of Customer Service

• Four Skills needed for customer service

• 1) Technical• 2) Interpersonal• 3) Product/Service

Knowledge• 4) Customer

Knowledge

10 Keys of Customer Service10 Keys of Customer Service

X. Develop Yourself• Spiritually• Mentally• Physically• Social/Emotional• Continually

Evaluate/Renew• Racehorse/Jackass

Questions of the last four KeysQuestions of the last four Keys

• Is your system customer-focused?

• Are you measuring your success/failure?

• Does your organization provide customer service training?

• Are you growing or dying in your development?

Recap: Ten Customer Service Recap: Ten Customer Service Habits to Develop (Willingham)Habits to Develop (Willingham)

• #1 Be on Time• #2 Follow Up on Promises• #3 Under Promise and Over Deliver• #4 Go the Extra Mile• #5 Offer Customer Options• #6 Express Empathy

Recap: Ten Customer Service Recap: Ten Customer Service Habits to Develop (Willingham)Habits to Develop (Willingham)

• #7 Treat Your Customers as the Most Important Part of Your Job

• #8 Treat Your Co-Workers as Customers• #9 Give Your Customers Your Name and

Time, Personalize• #10 Smile and Use Inflection on the

Phone and In Person

10 Keys of Customer Service: 10 Keys of Customer Service: The Bottom LineThe Bottom Line

• Never Forget This – • They will not remember what you did, • they will not remember what you said,• they may not remember your name,• but they WILL remember how you

made them FEEL!• Make them feel important!