customer service design v4 with partial heidi edits made with script
TRANSCRIPT
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Produced by the New Hampshire
Small Business Development Center
Course 1 in a 3-part series
STAND OUT WITH CUSTOMER SERVICE
UNH Peter T. Paul College of Business and Economics, 10 Garrison Avenue, Durham, NH 03824, 603-862-2200
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INTRODUCTION
©2014 UNH Peter T. Paul College of Business and Economics, 201 Paul Hall, Durham, NH 03824, 603-862-2200
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What do we mean by customer service?
82% of consumers in the United States say they stopped doing business with a company due to a poor customer experience
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Customer service is evolving
Customers want to contact you their way, not yours
1
2Another idea is here
3
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WHY CUSTOMER SERVICE IS SO IMPORTANT
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It’s your point of differentiation
Products and companies are more and more similar. Stand out from the crowd by offering customer service beyond what others are doing.
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Return customers are your bread and butter
Retaining customers is cost-effective
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Satisfied customers will spread the word
Happy customers who have their problems resolved will tell 4 to 6 people about their positive experience.
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Customers are your cornerstone
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THE CONSEQUENCESOF POOR CUSTOMERSERVICE
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Too much customer “effort”
Link to a Case
Study or Factoid
here
• 56% say they had
to re-explain their issue
• 59% say they were transferred
• 62% report more than one contact to resolve their issue
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Making customers wait
Link to a Case
Study or Factoid
here
2Another idea is here
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Be consistent…
Customers want it now
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More ways to turn customers away
Being hard to contact Always selling Being secretive
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x6
Lost revenues
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With any additional text needed to be placed here.
Slide variation for when graphics require a more vertical orientation
Your reputation, destroyed
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WHAT CONSTITUTES GOOD CUSTOMER SERVICE
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You show sincere interest.You listen to your customers.
Hallmarks of good customer service
Link to a Case
Study or Factoid
here
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You apologize.You always say, “Yes.”
Link to a Case
Study or Factoid
here
Sor
ry
Hallmarks of good customer service
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You do the unexpected.You make it easy to complain.
Link to a Case
Study or Factoid
here
Hallmarks of good customer service
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Your treat your employees well.
Link to a Case
Study or Factoid
here
Hallmarks of good customer service
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Deliver more than you promise
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Wrap up, to be followed by credit slides
Thank you for being our customer!
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NH SBDC provides management assistance to NH business owners. Our business advisors located around the state can meet with you throughout the lifecycle of your business. NH SBDC offers NH entrepreneurs numerous online tools and resources, including online courses, a blog, a monthly e-newsletter, and website resources.
Visit our homepage at nhsbdc.org to access these resources.
NH SBDC is an outreach program of the UNH Peter T. Paul College of Business and Economics and a cooperative venture with the U.S. Small Business Administration, the State of NH (DRED), the University of NH, and the private sector.
Nort
h C
ountr
y
ABOUT THE NEW HAMPSHIRE SMALL BUSINESS DEVELOPMENT CENTER
©2014 NH SBDC, UNH Peter T. Paul College of Business and Economics
![Page 25: Customer service design v4 with partial heidi edits made with script](https://reader033.vdocuments.net/reader033/viewer/2022052906/558927dcd8b42af25e8b456e/html5/thumbnails/25.jpg)
Christine Halvorson founded Halvorson New Media in 2006
after serving as the first Chief Blogger at Stonyfield Farm in Londonderry, New Hampshire. She now teaches businesses to use social media strategically. She creates content, including videos. Christine is a frequent guest speaker and trainer, and has served as an adjunct professor at Southern New Hampshire University and the University of New Hampshire-Manchester.
About Halvorson New Media
She currently writes and manages the blogs for the New Hampshire Small Business Development Center and Customer Perspectives. She publishes social media tips and tutorials on her Facebook Page..
This is her eighth e-course for the
NH SBDC.
ABOUT HALVORSON NEW MEDIA
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Produced by the New Hampshire
Small Business Development Center
Course 2 in a 3-part series
ACHIEVING GOOD CUSTOMER SERVICE
UNH Peter T. Paul College of Business and Economics, 10 Garrison Avenue, Durham, NH 03824, 603-862-2200
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Check back regularly to see how things are going.
Provide a method that invites constructive criticism, comments and suggestions.
Get customer feedback first
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The benefits of a thorough evaluation
Begin to see
problem areas
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Measure everything
Ask customers for feedback at every point of contact
1One idea is here
2Another idea is here
3A third idea is here 1
3
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Cheer on your customers…
Obtaining customer feedback
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Sample survey: Survey Monkey
Use third-party consultants
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Hire mystery shoppers
Get an objective
view of your service
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An 8 percent increase in customer satisfaction results in a 28 percent increase in profits.
After the shopping
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Assess your staff
Ask your employees what they
think
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UNH Peter T. Paul College of Business and Economics, 201 Paul Hall, Durham, NH 03824, 603-862-2200
FIRST STEPS TOWARD QUALITY CUSTOMER SERVICE
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Put someone in charge
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Fix it when it’s broke
Look for recurring
complaints
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Answer all complaints and follow-up
What we learned
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USING SOCIAL MEDIA FOR EVALUATION & CUSTOMER SERVICE
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Launch & maintain social media sites
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Will social media take too much time?
40% of customers called a company’s toll-free number when they could not resolve their issue through social media.
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The volume of questions asked by
brands’ fans on Facebook at the
beginning of 2013 increased 30 percent
over the previous year.
Social media can be to your advantage
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List your business on review sites
RESOURCE BOX
Open your free accounts at…
Yelp.comCitySearch.comGoogle My Business...
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Be open to complaints, questions
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Make it easy for them to love you
Format receipts or coupons with this message
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Ask and ye shall receive
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Know thy competition
1One idea is here
A customized list in Twitter is one
way you could keep tabs on
your competition.
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Wrap up, to be followed by credit slides
Thank you for being our customer!
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NH SBDC provides management assistance to NH business owners. Our business advisors located around the state can meet with you throughout the lifecycle of your business. NH SBDC offers NH entrepreneurs numerous online tools and resources, including online courses, a blog, a monthly e-newsletter, and website resources.
Visit our homepage at nhsbdc.org to access these resources.
NH SBDC is an outreach program of the UNH Peter T. Paul College of Business and Economics and a cooperative venture with the U.S. Small Business Administration, the State of NH (DRED), the University of NH, and the private sector.
Nort
h C
ountr
y
ABOUT THE NEW HAMPSHIRE SMALL BUSINESS DEVELOPMENT CENTER
©2014 NH SBDC, UNH Peter T. Paul College of Business and Economics
![Page 50: Customer service design v4 with partial heidi edits made with script](https://reader033.vdocuments.net/reader033/viewer/2022052906/558927dcd8b42af25e8b456e/html5/thumbnails/50.jpg)
Christine Halvorson founded Halvorson New Media in 2006
after serving as the first Chief Blogger at Stonyfield Farm in Londonderry, New Hampshire. She now teaches businesses to use social media strategically. She creates content, including videos. Christine is a frequent guest speaker and trainer, and has served as an adjunct professor at Southern New Hampshire University and the University of New Hampshire-Manchester.
About Halvorson New Media
She currently writes and manages the blogs for the New Hampshire Small Business Development Center and Customer Perspectives. She publishes social media tips and tutorials on her Facebook Page..
This is her eighth e-course for the
NH SBDC.
ABOUT HALVORSON NEW MEDIA
![Page 51: Customer service design v4 with partial heidi edits made with script](https://reader033.vdocuments.net/reader033/viewer/2022052906/558927dcd8b42af25e8b456e/html5/thumbnails/51.jpg)
What’s Your Message?Train employees to provide the best customer service possible
Course 3 in a 3-part series
Produced by the New Hampshire
Small Business Development Center
UNH Peter T. Paul College of Business and Economics, 10 Garrison Avenue, Durham, NH 03824, 603-862-2200
![Page 52: Customer service design v4 with partial heidi edits made with script](https://reader033.vdocuments.net/reader033/viewer/2022052906/558927dcd8b42af25e8b456e/html5/thumbnails/52.jpg)
Top communication skills for employees
1Listen carefully
2Engage warmly
3Counter questions effectively
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Skills every employee should have
Patience Attentiveness
Communications skills
Product knowledge
Positive outlook
Acting Time management
Understand people
Calm
Goal-oriented
Handle surprises Persuasion Tenacity
Closing sales Willingness to learn
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ELEMENTS OF GOOD TRAINING
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Elements of good employee training
They’ll know your inventory inside and out
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Build your training, test your employees
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You are a team
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Anticipate the uncontrollable situation
Help employees expect the unexpected
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SUSTAINING THE TRAINING AND THE PROGRAM
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Write it down, then rewardWrite it down, then reward
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Conclusion: Continuously assess
Customers
Service
Employees
Repeat
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1 2 3TRAIN
EMPLOYEES TO PROVIDE THE
BEST CUSTOMER
SERVICE POSSIBLE
Wrap-up, then credit slides
STAND OUT WITH
CUSTOMER SERVICE
ACHIEVING GOOD
CUSTOMER SERVICE
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NH SBDC provides management assistance to NH business owners. Our business advisors located around the state can meet with you throughout the lifecycle of your business. NH SBDC offers NH entrepreneurs numerous online tools and resources, including online courses, a blog, a monthly e-newsletter, and website resources.
Visit our homepage at nhsbdc.org to access these resources.
NH SBDC is an outreach program of the UNH Peter T. Paul College of Business and Economics and a cooperative venture with the U.S. Small Business Administration, the State of NH (DRED), the University of NH, and the private sector.
Nort
h C
ountr
y
ABOUT THE NEW HAMPSHIRE SMALL BUSINESS DEVELOPMENT CENTER
©2014 NH SBDC, UNH Peter T. Paul College of Business and Economics
![Page 64: Customer service design v4 with partial heidi edits made with script](https://reader033.vdocuments.net/reader033/viewer/2022052906/558927dcd8b42af25e8b456e/html5/thumbnails/64.jpg)
Christine Halvorson founded Halvorson New Media in 2006
after serving as the first Chief Blogger at Stonyfield Farm in Londonderry, New Hampshire. She now teaches businesses to use social media strategically. She creates content, including videos. Christine is a frequent guest speaker and trainer, and has served as an adjunct professor at Southern New Hampshire University and the University of New Hampshire-Manchester.
About Halvorson New Media
She currently writes and manages the blogs for the New Hampshire Small Business Development Center and Customer Perspectives. She publishes social media tips and tutorials on her Facebook Page..
This is her eighth e-course for the
NH SBDC.
ABOUT HALVORSON NEW MEDIA