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How to Deliver Exceptional Customer Service

How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

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Page 1: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

How to Deliver Exceptional Customer Service

Page 2: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Why is Exceptional Customer Service so important?

Page 3: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

“Serviceisouronlysustainablecompe44veadvantageoverourcompe44on.”

JackPrim

Page 4: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Customer Service Statistics

�  Only 20 per­cent of com­pa­nies have a well-developed cus­tomer expe­ri­ence strat­egy, accord­ing to Eco­con­sul­tancy.

�  80% of companies think they provide great service but only 8% of customers agree

�  Of customers who switched to a competitor, up to 80% say they were satisfied before making the switch.

�  86% of consumers quit doing business with a company because of a bad experience

�  70% of buying experiences are based on how the customer feels they are being treated.

�  96% of unhappy customers don’t complain; however, 91% of those will simply leave and never come back.

�  55% of customers would pay extra to guarantee better service. —Defaqto Research

Page 5: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Customer Service Statistics

�  Only 20 per­cent of com­pa­nies have a well-developed cus­tomer expe­ri­ence strat­egy, accord­ing to Eco­con­sul­tancy.

�  80% of companies think they provide great service but only 8% of customers agree

�  Of customers who switched to a competitor, up to 80% say they were satisfied before making the switch.

�  86% of consumers quit doing business with a company because of a bad experience

�  70% of buying experiences are based on how the customer feels they are being treated.

�  96% of unhappy customers don’t complain; however, 91% of those will simply leave and never come back.

�  55% of customers would pay extra to guarantee better service. —Defaqto Research

Page 6: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Customer Service Statistics

�  Only 20 per­cent of com­pa­nies have a well-developed cus­tomer expe­ri­ence strat­egy, accord­ing to Eco­con­sul­tancy.

�  80% of companies think they provide great service but only 8% of customers agree

�  Of customers who switched to a competitor, up to 80% say they were satisfied before making the switch.

�  86% of consumers quit doing business with a company because of a bad experience

�  70% of buying experiences are based on how the customer feels they are being treated.

�  96% of unhappy customers don’t complain; however, 91% of those will simply leave and never come back.

�  55% of customers would pay extra to guarantee better service. —Defaqto Research

Page 7: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Customer Service Statistics

�  Only 20 per­cent of com­pa­nies have a well-developed cus­tomer expe­ri­ence strat­egy, accord­ing to Eco­con­sul­tancy.

�  80% of companies think they provide great service but only 8% of customers agree

�  Of customers who switched to a competitor, up to 80% say they were satisfied before making the switch.

�  86% of consumers quit doing business with a company because of a bad experience

�  70% of buying experiences are based on how the customer feels they are being treated.

�  96% of unhappy customers don’t complain; however, 91% of those will simply leave and never come back.

�  55% of customers would pay extra to guarantee better service. —Defaqto Research

Page 8: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Customer Service Statistics

�  Only 20 per­cent of com­pa­nies have a well-developed cus­tomer expe­ri­ence strat­egy, accord­ing to Eco­con­sul­tancy.

�  80% of companies think they provide great service but only 8% of customers agree

�  Of customers who switched to a competitor, up to 80% say they were satisfied before making the switch.

�  86% of consumers quit doing business with a company because of a bad experience

�  70% of buying experiences are based on how the customer feels they are being treated.

�  96% of unhappy customers don’t complain; however, 91% of those will simply leave and never come back.

�  55% of customers would pay extra to guarantee better service. —Defaqto Research

Page 9: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Customer Service Statistics

�  Only 20 per­cent of com­pa­nies have a well-developed cus­tomer expe­ri­ence strat­egy, accord­ing to Eco­con­sul­tancy.

�  80% of companies think they provide great service but only 8% of customers agree

�  Of customers who switched to a competitor, up to 80% say they were satisfied before making the switch.

�  86% of consumers quit doing business with a company because of a bad experience

�  70% of buying experiences are based on how the customer feels they are being treated.

�  96% of unhappy customers don’t complain; however, 91% of those will simply leave and never come back.

�  55% of customers would pay extra to guarantee better service. —Defaqto Research

Page 10: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Customer Service Statistics

�  Only 20 per­cent of com­pa­nies have a well-developed cus­tomer expe­ri­ence strat­egy, accord­ing to Eco­con­sul­tancy.

�  80% of companies think they provide great service but only 8% of customers agree

�  Of customers who switched to a competitor, up to 80% say they were satisfied before making the switch.

�  86% of consumers quit doing business with a company because of a bad experience

�  70% of buying experiences are based on how the customer feels they are being treated.

�  96% of unhappy customers don’t complain; however, 91% of those will simply leave and never come back.

�  55% of customers would pay extra to guarantee better service. —Defaqto Research

Page 11: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

The top 5 most important things to customers

Page 12: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

They discover us

They contact us

They experience us

They evaluate us

They refer us

Page 13: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

hi

Beginning

Page 14: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Beginning End

#$%&@%$^#%$#&!!!!

Page 15: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Who are your customers?

Page 16: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

If you’re not serving the

customer, your job is to be serving

someone who is. � Jan Carlzon

Page 17: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve
Page 18: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve
Page 19: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve
Page 20: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Objectives

�  TRAIN your employees to deliver excellent service buy holding them to a high standard of personal responsibility and accountability.

�  LEAD by example. Exceptional service starts at the top of the management ladder.

�  DELIVER excellent customer service consistently—every time, with every customer.

�  KNOW if your customers are simply satisfied or truly Wowed. What do they expect?

�  DIFFUSE irate customers in 30 seconds or less.

Page 21: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

21

Who is this Barbara Khozam lady?

Page 22: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve
Page 23: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

What creates an Exceptional customer experience?

Workflows +

Behaviors

Shapes Perception of Service

Create Customers Experience

Page 24: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Customer Service Checklist

1.  Is your Company on board with delivering Exceptional service?

2.  How do you get your people to deliver consistently Exceptional customer service?

3.  Do you know your customers? 4.  How do you know your customers are satisfied? 5.  How do you handle complaints?

Page 25: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

It all starts at the top!

•  Mission

•  Vision

•  Values

1. Is your Company on board with delivering Exceptional service?

Page 26: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

2. How do you get your people to deliver

consistently Exceptional customer

◦ Customer Service protocols and scripts ◦ Ongoing training

Page 27: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Great Service is a GIFT

� Greeting

◦ Acknowledge immediately

◦ Use eye contact and SMILE

◦  Introduce yourself

◦ Use the customers’ name

◦ Keep your voice warm and friendly

Page 28: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Great Service is a GIFT

� Inform / Inquire

◦  Listen ◦  Let the customer finish talking – don’t

interrupt ◦ Maintain eye contact ◦ Use simple language ◦  Explain WHY

Page 29: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Great Service is a GIFT

� Follow-through / Follow-up

�  Repeat information for accuracy �  Let customers know if delays are expected �  Ask “What are your

questions?” �  Look for the unexpected “extra step” and take it  

Page 30: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Great Service is a GIFT

� Take responsibility

◦ Tell what you CAN do, not what you can’t

◦ Deal with complaints quickly and efficiently

◦ Offer a friendly parting comment

Page 31: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

2. How do you get your people to deliver

consistently Exceptional customer

◦ Customer Service protocols and scripts ◦ Ongoing training ◦ Maintain momentum

Page 32: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Maintain the Momentum

�  Customer service teams? �  Rounding? �  Huddles? �  Process for recognition? �  Internal website to capture feedback / share

stories / relay information? �  Job shadowing / cross training?

Page 33: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

3. Do you know your customers?

◦ Who are they? ◦  Preferences? ◦  Expectations?

Page 34: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

What’s the reason behind every complaint?

Page 35: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Unmet expectations!

Page 36: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve
Page 37: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve
Page 38: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

4. How do you know your customers are truly satisfied?

Do you have a process for getting feedback? �  Ask them – verbally – at the end of their visit �  Comment cards �  Hand them a survey – which they fill out and

leave �  Email a survey �  Create focus groups of customers that you speak to

quarterly �  Call customers – randomly - to get their feedback �  Collect from front-line employees �  Monitor social media

Page 39: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

5. How do you handle complaints?

◦ Do you have a formal process for handling

complaints? �  Are complaints documented? �  Is there a process for resolution? �  Do you have a FAQ list and continually update it? �  Have you and your staff been trained on how to deal

with complaints?

Page 40: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

§ Hear them out

§ Empathize

§ Acknowledge/Apologize § Review

§ Take responsibility/Tell what you CAN do

Service Recovery with H.E.A.R.T.

Page 41: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

Action Steps

1.  Review the checklist

2.  Pick two items you want to work on first

3.  Do it!

4.  If you have questions, get help.

Page 42: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

www.BarbaraKhozam.com

Page 43: How to Deliver Exceptional Customer Service · How to Deliver Exceptional Customer Service . Why is Exceptional Customer Service so important? “Service is our only sustainable compe44ve

How to Deliver Exceptional Customer Service