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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
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.
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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
