Quality Customer Service

WHY CUSTOMERS LEAVE

• 45% due to poor service *

• 20% due to lack of attention *

• 15% for a better product *

• 15% for a cheaper product *

• 5% other *

• This means that 65% of your customers leave because of something your business is, or is not, doing*

• The cost of getting a new or replacement customer is estimated to be 5 times greater than the cost of keeping your present customers

*Phillips Consulting 2/2/2008

WHAT IS CUSTOMER SERVICE?

• Customer service is provided from two perspectives:

−Organization mission and values

−Meeting customer expectations• Customer service is about treating others in the manner they prefer

−Respect

−Courtesy

−Speed

*”Building Service with a Smile” Lin Grensing-Pophal, HR Magazine, November 2006, Vol. 51, No. 11

MISSION, VALUES & EXPECTATIONS

• Values provide direction• Company policies and standards support values • Standards are reinforced• What are YOUR company’s values and/or

mission?• What are the values and/or mission of a company

that you trust?

• A state of mind that occurs when a customer’s actual perception of a product or service meets or exceeds his or her expectations

• Companies focus on satisfaction to−Meet customer expectations−Ensure positive experience−Influence company reputation−Increase customer loyalty−Ensure repurchase

* “How to Kick Your Customer Service Up a Notch, and Improve Your Bottom Line! Tip #41” Rosanne D’Ausilio, Human Technologies Global, Inc.

CUSTOMER SATISFACTION

MOMENTS OF TRUTH

• Opportunity for a customer to form an opinion about your company

• Occurs each time a customer comes in contact with your company

• How well you manage each “Moment of Truth” is critical to the success of your company

RELATIONSHIP BUILDING

• Establish rapport• Interact positively with customers• Identify customer needs• Make the customer feel valued• Maintain ongoing relationship

−Consistent user experience is impossible with high

turnover

*Customer Service Training 101, Renee Evenson

EFFECTIVE COMMUNICATION

• Asking the right questions

−Open ended questions “How do you think you would

use this?”

−Closed questions to clarify “How many times a week

will you use it?”• Listen to the customer• Remain objective• Always - TELL THE TRUTH!

• What is the issue?−Determine the reason

• What caused it?−Find the root cause

• What can I say?−Acknowledge the problem

• What can I do?− Identify potential solutions

• What should I do?−Resolve issue to the best of your ability*Customer Service Training 101, Renee Evenson

RESOLVING CUSTOMER ISSUES

CONCLUSION

Quality customer service is not the responsibility of one person, it is the responsibility of the organization to create and support a culture where it flourishes.

Please contact us with any questions you may have regarding Quality Customer Service or other organizational development questions.

952-835-8888info@dohertyhro.com