restore customer service - habitat for humanity of illinois · restore customer service. culture...
TRANSCRIPT
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We build strength, stability and self-reliance through shelter.
ReStore Customer Service
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This class…
• Develop customer friendly
internal systems
• Maintaining a positive store
culture for customers
• How to handle customer
complaints
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INTERNAL SYSTEMS
ReStore Customer Service
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Systems & Culture
rules and policies
that we govern
ourselves by
what people
actually do
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Systems & Culture
rules and policies that we govern
ourselves by
what people actually do
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Wish List
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Systems
Define your expectations
1. What is GOOD customer service?
2. What do your customers expect?
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Levels of Service
• Basic service
is disappointing
• Expected service
is nothing special
• Desired service
is what they prefer
• Surprising service
makes them come back
— Ron Kaufman, UP! Your Service
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Why do we need empathy?
80 percent of companies believe they deliver superior customer experience, yet only 8 percent of their customers agree. It’s not about our perception of the service we are giving them, it’s about theirs.
— “Brandtrust” Consulting & Research
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P
Define Your Expectations
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Are there other systems that impact customers?
Yes!
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Questions?
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STORE CULTURE
ReStore Customer Service
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Culture
• Build a Common
Understanding
– Why is customer service important?
– Who’s right – the customer or employee?
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Culture
• Build a Common
Understanding
• Communication
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CommunicationBasics
The Elements of Communication
• Word Choice 7%
• Tone of Voice 38%
• Body Language 55%
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CommunicationBasics Handout
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Culture
• Build a Common
Understanding
• Communication
• Model Behavior
• Reward Desired Behavior
• Train them!
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How much damage can they really
do??
What if they are only here for 2 hours?
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What if we don’t… and they stay?
What if we train them and they leave?
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Your Team
Treat your staff
like they make a
difference, and
they will.
— Jim Goodnight
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3 STEPSTO GREATSERVICE
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3 STEPSTO GREATSERVICE
1. Figure out what the customer wants
Engage (20/20 or 10/4 rule)
Be polite
2. Get it for them
Expected level of service
Empathize
Be enthusiastic
3. Do it right
Surprise them
Keep it up
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3 STEPSTO GREATSERVICE
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Your turn!
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Questions?
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Quick Recap!
• Systems– Define expectations
– Develop accountability tools
– We’ll cover policies later
• Culture– Build a Common
Understanding
– Communication
– Model Behavior
– Reward Desired Behavior
– Train them!
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1. Acknowledge the
complaint
2. Sincerely apologize
3. Take actions to make
things right
4. Thank the customer
5. Document the complaint
5 STEPS TOHANDLINGCOMPLAINTS
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Questions?
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Next Steps
• What is your store culture?
Is your team ready for
training? Build your
common understanding!
• Set expectations with
trainings, meetings, and
internal reviews.
• Open a dialogue about
conflict and complaints.
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We build strength, stability and self-reliance through shelter.
Thank you!
ReStore Support
Eric Allen