Customer service design 5 changes made to design based on heidi nov 4

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

INTRODUCTION

©2014 UNH Peter T. Paul College of Business and Economics, 201 Paul Hall, Durham, NH 03824, 603-862-2200

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

Customer service is evolving

Customers want to contact you their way, not yours

1

2Another idea is here

3

WHY CUSTOMER SERVICE IS SO IMPORTANT

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.

Return customers are your bread and butter

Retaining customers is cost-effective

Satisfied customers will spread the word

Happy customers who have their problems resolved will tell 4 to 6 people about their positive experience.

Customers are your cornerstone

THE CONSEQUENCESOF POOR CUSTOMERSERVICE

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

Making customers wait

Link to a Case

Study or Factoid

here

2Another idea is here

Be consistent…

Customers want it now

More ways to turn customers away

Being hard to contact Always selling Being secretive

x6

Lost revenues

With any additional text needed to be placed here.

Slide variation for when graphics require a more vertical orientation

Your reputation, destroyed

WHAT CONSTITUTES GOOD CUSTOMER SERVICE

You show sincere interest.You listen to your customers.

Hallmarks of good customer service

Link to a Case

Study or Factoid

here

You apologize.You always say, “Yes.”

Link to a Case

Study or Factoid

here

Sor

ry

Hallmarks of good customer service

You do the unexpected.You make it easy to complain.

Link to a Case

Study or Factoid

here

Hallmarks of good customer service

Your treat your employees well.

Link to a Case

Study or Factoid

here

Hallmarks of good customer service

Deliver more than you promise

Wrap up, to be followed by credit slides

Thank you for being our customer!

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, 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

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 the 10th e-course she has developed for the NH SBDC.

ABOUT HALVORSON NEW MEDIA

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

Check back regularly to see how things are going.

Provide a method that invites constructive criticism, comments and suggestions.

Get customer feedback first

The benefits of a thorough evaluation

Begin to see

problem areas

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

Cheer on your customers…

Obtaining customer feedback

Sample survey: Survey Monkey

Use third-party consultants

Hire mystery shoppers

Get an objective

view of your service

An 8 percent increase in customer satisfaction results in a 28 percent increase in profits.

After the shopping

Assess your staff

Ask your employees what they

think

FIRST STEPS TOWARD QUALITY CUSTOMER SERVICE

Put someone in charge

Fix it when it’s broken

Look for recurring

complaints

Answer all complaints and follow-up

What we learned

USING SOCIAL MEDIA FOR EVALUATION & CUSTOMER SERVICE

Launch & maintain social media sites

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.

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

List your business on review sites

RESOURCE BOX

Open your free accounts at…

Yelp.comCitySearch.comGoogle My Business...

Be open to complaints, questions

Make it easy for them to love you

Format receipts or coupons with this message

Ask and ye shall receive

Know thy competition

1One idea is here

A customized list in Twitter is

one way you could keep

tabs on your competition.

Wrap up, to be followed by credit slides

Thank you for being our customer!

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, 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

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 the 11th e-course she has developed for the NH SBDC.

ABOUT HALVORSON NEW MEDIA

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

Top communication skills for employees

1Listen carefully

2Engage warmly

3Counter questions effectively

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

ELEMENTS OF GOOD TRAINING

Elements of good employee training

They’ll know your inventory inside and out

Build your training, test your employees

You are a team

Anticipate the uncontrollable situation

Help employees expect the unexpected

SUSTAINING THE TRAINING AND THE PROGRAM

Write it down, then rewardWrite it down, then reward

Conclusion: Continuously assess

Customers

Service

Employees

Repeat

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

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, 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

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 the 12th e-course she has developed for the NH SBDC.

ABOUT HALVORSON NEW MEDIA