February 25, 2009 Make a Friend, Make a Customer TM Your Service Web Conference.pdf · 2. Cultivate a Team that Daily Creates Memorable Customer Service Experiences 3. Implement Essentials

Make a Friend, Make a Customer TMFebruary 25, 2009

Make a Friend, Make a Customer TM

Today’s PresentersToday’s Presentersyy

Judy Moreland, Judy Moreland,

Deb Thompson,Deb Thompson,VP/ Senior Training ConsultantVP/ Senior Training Consultant

SVP/Director of Client Support and TrainingSVP/Director of Client Support and Training

Matt Paul,Matt Paul,Training ConsultantTraining Consultant

Genie Chamberlin,Genie Chamberlin,Senior ConsultantSenior Consultant

Chad Smith, Chad Smith, Training ConsultantTraining Consultant

Hosted by:Hosted by:

Conference ObjectivesConference Objectives

1. Gain a Clear Understanding of the Progression of Market Shifts

2 Learn the Fundamentals of Gaining a Capti e Audience ith 2. Learn the Fundamentals of Gaining a Captive Audience with Customers/Members

3. Explore the Essentials of Legendary Customer Service

4. Discover Practices and Strategies that Implement this Knowledge 4. Discover Practices and Strategies that Implement this Knowledge in the Specific Industry of In-Store Banking

Market ShiftsMarket Shifts


Market ShiftsMarket Shifts

1) Product Based Consumer Market

2) S l B d C M k t2) Sales Based Consumer Market

3) Service Based Consumer Market

4) Experience Based Consumer Market

The current shift does not replace the former markets but ismerely an additional step in the choreography of customer service.

I genuinely determine the customer’s/member’s need prior to I genuinely determine the customer’s/member’s need prior to promoting product and assuming what they want. promoting product and assuming what they want.

T F lT F lT r u e o r F a l s eT r u e o r F a l s e

I attempt to understand the emotions and needs of my I attempt to understand the emotions and needs of my / b h h i d i h/ b h h i d i hcustomers/members when they are agitated or upset with my customers/members when they are agitated or upset with my

financial institution’s policies or protocol. financial institution’s policies or protocol. T r u e o r F a l s eT r u e o r F a l s e

I demonstrate that I value my current customers/members with I demonstrate that I value my current customers/members with each interactioneach interaction

T r u e o r F a l s eT r u e o r F a l s e


Gaining a Captive Audience & Gaining a Captive Audience & Making a MemoMaking a MemoMaking a MemoryMaking a Memory


Gaining a Captive Audience Gaining a Captive Audience & Making A Memory& Making A Memory& Making A Memory& Making A Memory

1) Understand the Customers’ Psychographics

2) Address Issues the Customers Value2) Address Issues the Customers Value

3) Address the Customers’ Fears)

4) Be Unique


1) Understand the Customers’ Psychographics

N d W t E t ti d E ti • Needs, Wants, Expectations and Emotions

• Personality, Values, Interests, Lifestyles, and Attitude

• How Do They Decide On You?• How Do They Decide On You?


2) Address Issues the Customers Value

C t Q lit C i P d St t• Cost, Quality, Convenience, Process and Status

• Family, Security and Health


3) Address the Customers’ Fears

• Present Economic Climate and Financial Uncertaint• Present Economic Climate and Financial Uncertainty

• How is your Financial Institution Responding to Bring Security?


4) Be Unique

G i E l B I t th Vi i• Gain Employee Buy-In to the Vision

• Your Team will be the Ones that Give Memorable Memorable Customer Service

• Challenge Them to Create a ‘Personal Signature’• Challenge Them to Create a Personal Signature

I listen to my customers/members and shoppers for cues to build deeper I listen to my customers/members and shoppers for cues to build deeper personal connections.personal connections.

T r u e o r F a l s eT r u e o r F a l s eT r u e o r F a l s eT r u e o r F a l s e

I view it as my responsibility to find quick and effective solutions for my I view it as my responsibility to find quick and effective solutions for my clients that continue to win their loyalty clients that continue to win their loyalty clients that continue to win their loyalty. clients that continue to win their loyalty.


When a client shares a problem with me that I cannot address I forward When a client shares a problem with me that I cannot address I forward When a client shares a problem with me that I cannot address, I forward When a client shares a problem with me that I cannot address, I forward the complaint to the appropriate personnel and followthe complaint to the appropriate personnel and follow--up to make sure the up to make sure the problem has been resolved. problem has been resolved.



Essentials of Excellent Essentials of Excellent C S iC S iCustomer ServiceCustomer Service


Essentials of Excellent Essentials of Excellent Customer ServiceCustomer ServiceCustomer ServiceCustomer Service

1) Making Personal Connections

2) Exceeding Expectations

3) C t i i S l ti f th I di id l3) Customizing Solutions for the Individual

4) Acquiring Continuous Feedback

Essentials of Excellent Essentials of Excellent Customer ServiceCustomer ServiceCustomer ServiceCustomer Service

1) Making Personal Connections) g

• Alert – Acknowledge Them

• Attentive – Focus Solely on the Customer you’re Helping Helping

• Attitude – Choose to have a Positive Encounter

“Do What You Do So Well That They Will Want To See It Again and Bring Their Friends.”

~Walter Elias Disney

Essentials of Excellent Essentials of Excellent Customer ServiceCustomer Service

2) Exceeding Expectations

Customer ServiceCustomer Service

• Think Proactively About Your Customers’ Needs and Expectations

l hi i h h ( i l ) d• Apply This Practice to Both Shoppers (potential customers) and Existing Customers/Members of your Financial Institution

• Pay Attention to DetailPay Attention to Detail

• Anticipate Changes in Customers’ Needs

“There Are No Traffic Jams Along The Extra Mile ”There Are No Traffic Jams Along The Extra Mile.~Roger Staubach


3) Customizing Solutions for the Individual


• Hear Their Story

i h i d h i i• Discover Their Past and Their Perspective

• Listen for Cues

• Be Sensitive to Psychographics

• Educate the Customer on Their Options and Possible Solutions

“Quality in a service or product is not what you put into it It is what the Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” ~Peter Drucker


4) Acquiring Continuous Feedback


• Ask the Right Questions

• Ask the Right People

• Ask Using the Right Method

• Respond to What You’ve Learned• Respond to What You’ve Learned

Listening to Customers is Powerful, Responding to What They Say is Dynamite!

• Evaluate – Refine - Rework

“Silence is a message from customers – It is usually not a good one.”

I consistently look for ways to enhance the customer service experience at I consistently look for ways to enhance the customer service experience at my inmy in--store location.store location.

llT r u e o r F a l s eT r u e o r F a l s e

Creating the ultimate customer service experience is my responsibility.Creating the ultimate customer service experience is my responsibility.Creating the ultimate customer service experience is my responsibility.Creating the ultimate customer service experience is my responsibility.T r u e o r F a l s eT r u e o r F a l s e

I view each day as an opportunity to surprise my clients and potential I view each day as an opportunity to surprise my clients and potential I view each day as an opportunity to surprise my clients and potential I view each day as an opportunity to surprise my clients and potential clients with award winning customer service. clients with award winning customer service.



Delivery of Excellent Delivery of Excellent C t S iC t S iCustomer ServiceCustomer Service


Delivery of Excellent Delivery of Excellent Customer ServiceCustomer ServiceCustomer ServiceCustomer Service

1) Deliver the Expectations of Customer Service Consistentlyy

2) Then Begin to Exceed Their Expectation 2) Then, Begin to Exceed Their Expectation with Consistency

I treat all retail employees with the same respect and service as I do my I treat all retail employees with the same respect and service as I do my clients. clients.

llT r u e o r F a l s eT r u e o r F a l s e

I view my colleagues as one of my customer bases and offer them the same I view my colleagues as one of my customer bases and offer them the same i I ld li t t di t d ki I ld li t t di t d kservice I would a client standing at my desk.service I would a client standing at my desk.


I empower my clients to refer their friends and family based on their I empower my clients to refer their friends and family based on their satisfaction with the experiences they have with my insatisfaction with the experiences they have with my in--store branch team.store branch team.



InIn--Store SpecificsStore Specificspp


InIn--Store SpecificsStore Specifics

1) To Whom Do We Offer Excellent Service?)

2) How Do We Engage Each Group in our Activities?

3) We Are Always On Stage!

4) What Message Are We Broadcasting?4) What Message Are We Broadcasting?


1) To Whom Do We Offer Excellent Service?1) To Whom Do We Offer Excellent Service?

• Store Shoppers, Store Associates & Vendors

• In-Store Retail Neighbors & Their Employees

• Existing Customers/Membersg

• Colleagues Within Our Financial Institution


2) How Do We Engage Each Group In Our Activities?2) How Do We Engage Each Group In Our Activities?

• In-Store Branch Activities

• Store Activities

• Promotions/Charity Campaigns


3) We Are Always On Stage!

• At an In-Store Branch We Are Being Observed By A Variety of People and From A Variety of Locations

• Even Though We Aren’t Communicating With Someone, We g g ,Are Still Communicating To Them

• Understand Your Demographic and Use Appropriate Dialogue


4) What Message Are We Broadcasting?) g g

• ‘Everything Speaks’ – Disney Corporation

• ‘Power Is In The Details’ – [Dead plant, overflowing trash can, signage, employee’s attire, signage, product placement, etc. g g , p y , g g , p p ,

• Branch Sales & Service Audit Checklist

I strive to create opportunities to build relationships with potential clients. I strive to create opportunities to build relationships with potential clients.

I understand that I always have to improve the level of service I provide my I understand that I always have to improve the level of service I provide my

st e to c eate oppo tu t es to bu d e at o s ps t pote t a c e tsst e to c eate oppo tu t es to bu d e at o s ps t pote t a c e tsT r u e o r F a l s eT r u e o r F a l s e

I understand that I always have to improve the level of service I provide my I understand that I always have to improve the level of service I provide my clients.clients.


I keep track of important happenings (surgeries, promotions, illnesses, I keep track of important happenings (surgeries, promotions, illnesses, births, etc.) in the lives of my clients and find a way to express my births, etc.) in the lives of my clients and find a way to express my sentiments to them.sentiments to them.




Practices of Memorable Practices of Memorable Customer ServiceCustomer ServiceCustomer ServiceCustomer Service


Practices of Memorable Practices of Memorable Customer ServiceCustomer ServiceCustomer ServiceCustomer Service

1) Branch Games/Activities

2) Second Mile Customer Service

3) Showing Care and Concern

Practices of Memorable Practices of Memorable Customer ServiceCustomer Service



• X Box 360• Guitar Hero• Guitar Hero




• Mother’s Day Cards

• Pet Photo Contest


1) Branch Games/ActivitiesCustomer ServiceCustomer Service

K k 1 t Li f Ch i S “Si f S ”• Karaoke – 1st Line of Christmas Song – “Sing for Santa”

• Vote on the Best Costume




• Go Green – The Citizens State Bank





• Helping Lost Shoppers

• Assisting Shoppers to Secure Store Products From Shelves





• Create the WOW experience: American Bank & Trustp




• Pinnacle Bank • Christmas Cards with Pics




• Letters to Santa Claus• Letters to Santa Claus




• Retail Store Employee BirthdaysRetail Store Employee Birthdays




)

• Wrapping Christmas Presents

• Partnering with the Retailer - Putting Bikes a t e g w t t e eta e utt g es Together




)

• New Address Announcement Cards




3) Showing Care and Concern Payson’s

2nd• Holiday Charity Ball 2nd

AnnualAnnualHoliday

Charity BallyPresented by

Family First FCUy




) g

• Handwritten Note Cards

• Local Newspaper – Wedding Announcements / Salaries/Obituaries/etc.

1. Promote in Alignment with Market Shifts

2. Cultivate a Team that Daily Creates Memorable Customer Service Experiences

3. Implement Essentials of Legendary Customer Service

4. Go For It! Use an Idea You Gleaned From Someone Else! Use Your Own – Then Share It with Others!



News Flash: RegisterNews Flash: Register before March 23rd for a special room rate of

$169/night

For More Information For More Information ––

Judy MorelandJudy Moreland Deb ThompsonDeb Thompson

(706) 499(706) 499--36593659 (706) 499(706) 499--54025402

[email protected]@supermarketbank.com [email protected]@supermarketbank.com

Genie ChamberlinGenie Chamberlin Matt PaulMatt Paul

(706) 968(706) 968--30853085 (706) 968(706) 968--66666666


Chad SmithChad Smith Carol HallCarol Hall

(706) 968(706) 968--78737873 (800) 992(800) 992--49784978


Thank you! It is a Pleasure to Serve You!Thank you! It is a Pleasure to Serve You!Thank you! It is a Pleasure to Serve You!Thank you! It is a Pleasure to Serve You!


Documents

February 25, 2009 Make a Friend, Make a Customer TM Your Service Web Conference.pdf · 2. Cultivate a Team that Daily Creates Memorable Customer Service Experiences 3. Implement Essentials