World Class Service 2.0: Going Beyond the Basics of Customer Service

World Class Service 2.0

Going Beyond the Basics of Customer Service

• Rasmussen College, Blaine Campus Director

• Prior experience – 18 years in the insurance industry, last role as a District Manager

• BA in Marketing & Management

• Master of Arts in Organizational Leadership and Development

• Servant-Leadership Certificate

• Rasmussen Leadership Institute

• Farmers Insurance Group Agency Development Award

Who is Patty Sagert?

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Customer Service Definition:

Taking action to create value for someone else

What does poor customer service cost?

• Asiana Airlines • Southwest Airlines • Spirit Airlines

Flying the Friendly Skies

Slogans and Taglines

• Asiana – Always with you; Grand Slam award winning service; service beyond compare; a passion for service

• Southwest Airlines – If it matters to you it matters to us; You are now free to move about the country;

• Spirit Airlines – Frill control; the more you save the further you go; Bare Fare; Unbundled; Year of the Customer

Asiana Airlines

Mission: Fulfilling customer satisfaction by providing the best in safety, services, and comfort to the body and mind while traveling – Asiana Airlines pursues these values in the name of excellent service and safety. Aiming to become the world’s best carrier, Asiana Airlines realizes the importance of high growth and revenue thorough Customer Satisfaction Management. Asiana’s beautiful take-off towards the future continues.

Asiana Airlines “Always With You” • 4 pledges

– Originality (to serve our customers with a fluttering mind) – Sincerity (to treat the customer like family) – Suavity (to treat our customers with a smile) – High Quality (to serve our customers preciously)

• Golden Grand Slam Winner – ATW Airline of the Year – SKYTRAX Airline of the Year – Global Traveler Airline of the Year

• Revenue $31.2 Billion • 17 million passengers served annually • 10,078 employees Source: http://us.flyasiana.com/

http://us.flyasiana.com/



Southwest Airlines Mission: Dedication to the highest quality customer service delivered with a sense of warmth, friendliness, individual pride and company spirit. Purpose: Connect people to what’s important in their lives through friendly, reliable, low-cost air travel.

Vision: To become the world’s most loved, most flown, and most profitable airline.

Southwest Airlines

• “If it matters to you, it matters to us.” • Total operating revenue $17.7 Billion • 2013 – 133 million customers • 46,000 employees • #9 most admired companies, Fortune Magazine • #2 Consumer Reports’ Airline Customer Satisfaction Survey • Recognizes as one of the best places to work 2014, Glassdoor

Source: http://www.southwest.com/

http://www.southwest.com/

http://www.southwest.com/

Spirit Airlines

Mission: Our mission is: to provide a safe, customer oriented, market responsive air transportation product; to provide the highest level of customer service offering prompt, efficient and friendly service; to provide the best valued products for the most competitive prices; to be an easy company to do business with; to respect our fellow employees and acknowledge the power of teamwork; to be a company in which our staff experiences a friendly environment and enjoys being a part of Spirit's family. A place where work can be fun; to consistently strive to improve what we do and how we do it.

Spirit Airlines “Bare Fares” • CEO proclaimed 2014 is “the year of the customer” – align

expectations with reality • 30 mores seats in each plane – earns 40% more per plane • Customers pay for all options (fees) - $3.00 water, $35.00 for

overhead bins • Deemed one of the worst Airlines in the US and worldwide • Given one of the lowest scores ever by Consumer Report • One of the highest profit margins of any airline in the US • 4.8 million passengers served annually • 2,200 employees

Source: http://www.spirit.com

http://www.spirit.com/

http://www.spirit.com/

Tweeting About Customer Service






What problem does your product/service solve for your customers?

What is the crux or core of what you, your company, and your product/service does for your customer?

• Is your product and/or service unique to the marketplace?

• Who are your competitors?

• Can your customer purchase your product/service online?

• What does your company’s brand mean to your customer?

What sets you, your company, and your product/service apart from competitors?

• What value do you and or your team add to the customer experience?

• How do you know your customer is satisfied with your product/service?

Know Your Niche

• Who generates the most revenue for you?

• Who has been the most loyal your brand?

• Who are your “raving” fans?

• Who provides the most referrals?

Identifying Your Top Customers

Delivering Outstanding Service

• Starts with understanding why your customers buy you and your product

• Set realistic expectations with your customers

• Honor your promises – talk the talk and walk the walk

• Be honest – under promise and over deliver

• Say THANK YOU!

• Be a connector – to get a referral you must meet your customer’s expectations and you must also be willing to give a referral (it works both ways)

Delivering Outstanding Service Cont.






Business

World Class Service 2.0: Going Beyond the Basics of Customer Service