Upload
abbey-clayburn
View
215
Download
0
Tags:
Embed Size (px)
Citation preview
Delivering FiveStar
Customer Service
How Passionate Are
YOU?
What Is Service?
Adding to your
product or services
“Honoured visitor in one’s house.”
What Is The Most Expensive Liability Any
Organization Has?
Customer Profiles
A live, warm body
Vendors/suppliers
Hotel
Government
Utility Company
YOU!
Internal External
FiveStar Tips Treat anyone you provide a service to as
your customer including your…supervisor and co-workers
Make a list of your various types of
customers and ask them: “What can I do to
serve you better?”
Serve others the way YOU like to be
served!
Value = Quality + Service - Price
Startling Statistics• Satisfied customers will tell
____people• Unsatisfied tell _____• Speakers tell______?• It costs 5 times more to replace a
customer• 68% leave because of an apathetic
attitude
Value = Quality + Service - Price
Advantages of Service
Personal Satisfaction Repeat Business Referrals Change & Enhance Customer’s
Perception Customers will pay Everything else falls into place
when service is #1
FiveStar Tips
Determine where service breakdowns occur Be a “service provider” vs. an “order-taker” Act as if you were a “consultant” to your
customer--identify their needs and wants Work with your team to set specific,
measurable goals for customer satisfaction-- make your goals visible!
What is the fastest way to improve your job/career satisfaction?
What Do Customers Expect?
Sincere Greeting Empathy Professionalism Product and Service Knowledge Quality Flexibility and personalized service Reliability Recognition Cleanliness
Examples of Quality Service Providers:
__________________________________
__________________________________
__________________________________
Exceeding ExpectationsAre you part of the problem or solution?
1st:Meet expectations
2nd: Exceed expectations!
Service excellence is a passion for the ‘intangibles’
Realize that serving others is an honorable profession…
everyone serves someone!
FiveStar Tips
Make a list of all your customer’s expectations
Prioritize the ‘Top 5’ and do whatever it takes to meet them
Don’t make your customers adapt to you
FiveStar TipsIntroduce yourself
and use the customer’s name a minimum of twice
Anticipate…be proactive vs. reactive
Focus on the “intangibles”
Hand gestures and body language
Eye contact…the window to the soul
Listening and restating
Appearance…grooming and hygiene
Personal space
Enthusiasm
SMILE
FiveStar Communication Tips
FiveStar Tips
Never say, “It’s our policy.” Give reasons for the policy and offer options!
Review any ‘Sacred Cows’
Make sure you communicate a “can do” vs. a “can’t do” attitude!
Six Values of Lifetime Loyalty
The Customer is the STAR
Communication… develops relationships
Attitude
Systems
People development
Continuous Quality & Product Improvement
Loyalty Tips• Make a commitment to consistently deliver
the ‘Six Values of Lifetime Customer Loyalty.’
• Conduct a daily personal attitude checkup: “If attitudes were contagious,
would I want anyone to catch mine?”
• Consider the customer in everything you do!
Rule Number 1: The Customer is always
right!
Rule Number 2:
When the Customer is wrong,
see Rule Number 1!!
Why do Customers Complain?
A broken promiseRude employees…on the phone or in personA feeling of indifference or insincerityA perception that no one was listeningAn employee projected a can’t do or negative
attitude
Avoid “Sacred Cows”
A Strategy To Increase Your Personal Power!
Increase your knowledge: 80 - 20 Rule
Focus on your behavior Be 100% accountable! Life changes when we commit to act!
Take control of your attitude
Attitude is everything! It is the highest and best expression of ourselves!
Personal Power Tips It takes as much time to shine as it does
to whine Invest 30 minutes a day in personal
growth Focus on your behavior Ask yourself: “Am I more concerned about
myself or my customer?
The 3 R’s:
Seek every opportunity to acknowledge your peers Whenever possible, thank co-workers in front of othersInvite your customers to nominate superstarsTake the initiative to establish an awards and recognition team
Recognition & Rewards = Repeated Actions
12 Attributes of Excellence
Replace an old bad habit with a new good habit.
Identify your talents and enjoy your job Stand for something Make a commitment Expect the best! Commit to continuous learning
12 Attributes of Excellence
Be open to learn and willing to teachAdopt a mentorFocus on the things you “can control”Shine instead of whine!Ask yourself at the end of every day: “What did I change today that will
improve things tomorrow?”
Act with urgency!
Customers Judge You By:
The way you look
What you say
How you say it
What you do
How you do it.
-- Dale Carnegie
Customer ServiceCustomer Service
OROR
FiveStar FiveStar
Customer SatisfactionCustomer Satisfaction
Questions and Comments
Rita Anne Suiter, Owner and Coach
Website: www.fivestarcustomerservice.com
Email: [email protected]