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: 5starcss@bellsouth.net