YOUR CUSTOMER”S REPORT CARD:
A = Dazzled
B = Pleased
C = Satisfied
D = Disappointed
E = Angry
Statistics show 1 in 4 customers are dissatisfiedOnly 4 out of 100 customers will tell you they are dissatisfied!
Why Customer’s Leave
1% Die 3% Move Away 5% For other Interests 9% Defect for Competitive
Reasons 14%Due to Product/Service
Dissatisfaction 68% Due to Treated rude,
Indifferent, Discourteous
Four Steps To Delivering Exceptional Customer Service Step 1. Evaluate, meet, and
exceed your customers expectations
Step 2. Keep your customers coming back for more
Step 3. Solve problems and turn complainers into company advocates
Step 4. Nurture yourself, so that you can be there for your customers.
““There is little difference in There is little difference in people, but that little people, but that little difference makes a big difference makes a big difference. The little difference. The little difference is attitude. The difference is attitude. The big difference is whether it big difference is whether it is is positivepositive or or negativenegative.”.”
-W. -W. Clement StoneClement Stone
Service Standards Specific descriptions of what is
expected of employees.
Applicable to Everyone
Observable – Audible
Clear & Concise
Memorable
Service Standards
“The Ultimate Indignity Is to Be Given a Bedpan by a Stranger Who Calls You Honey.”
–Maggie Kuhn
Every employee is required to practice Gold Service and make Gold Service a part of the way they do their job.
(See Attached copy of Policy)
Service Standards cont.
Develop Organizational Service Standards
Identify Departmental Service Standards
Create Scripts When Necessary
Encourage Individual Signature
Individual Scripts
Departmental
Organizational
Who Are Our Customers ?
The Patient Patient’s Family and Friends Physicians (and others who refer
business) Insurance Companies/HMO’s
How Customers Evaluate Service
Tangible-What physical properties are evident
that indicate attention to quality?
Reliability-Are the services performed
consistent with the customers’ expectations?
Responsiveness-How ready and
willing are the service providers to deliver service?
Assurance-Does the customer feel safe,
secure, respected and cared for?
Empathy-What demonstrations indicate that
the organization and its people understand the customer’s specific needs and expectations?
Empathy Example From Walmart
Customers Know That You Are Empathetic When You:
C ustomers
H ave
A
N ame
T oo!
Where Do We Start? Self Awareness
Your role in public contact situations and how far your responsibility and authority extend.
Your own feelings, attitudes and beliefs and how these affect your relationships with customers and fellow employees
Your personal mannerisms, tone of voice, style of dress and so forth, and how these affect people’s responses to you and how you respond to them.
Your tendencies to act ineffectively or effectively in response to different kinds of people with different backgrounds, personalities and problems.
Project A Service Personality
Nine Ways Project A More Professional Image To Customers
Proximity- 18-24 inches
Eye Contact-Indirect eye contact can undermine trust
Silence-Use Vocal cues
Gestures- Illustrate & Explain
Posture- Lean in to show attentiveness
Facial Expression-Convey friendliness & openness
Physical Contact-Two-handed handshake
Smell-Beware of strong perfumes & colognes
Overall Appearance-Your customer defines appropriate
Develop Your Listening Skills
Seven Common Listening Errors:
Failure To Concentrate
Listening Too Hard
Jumping The Gun
Lagging Behind
Focusing on Delivery or Appearance
Omitting Adding
““Great Service does not simply Great Service does not simply appear out of thin air. It is an appear out of thin air. It is an often subtle process of often subtle process of discovery and response, and the discovery and response, and the surest form of discovery is to surest form of discovery is to listenlisten to the customer.” to the customer.”
Internal Evaluation Customer Service
Telephone Survey*
Focus Groups Written
Satisfaction Surveys (mail)
Mystery Shopper*
Comment Cards*
The Road To Service Recovery
Service Recovery=Returning an aggrieved customer to a state of satisfaction. Making a special effort to set things right.
Service Recovery
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.
-Donald Porter
Senior VP, British Airways
“How To” of Service Recovery
Apologize Listen,
empathize, ask open questions
Fix the problem quickly and fairly
Offer atonement
Keep your promises
Follow-Up
The Case of the Large Fries
When Hans & Sara pulled into the drive-through lane of their local fast food restaurant, they expected quick service. Unfortunately, a mechanical problem left them trapped in a growing line of restless customers.
A loyal customer, Hans left the car to alert them of the problem. “Oh, is it broken again?” came the indifferent response. “Go back to your car. We’ll fix it”.
A slow 10 minutes later, Hans & Sara reached the service window. “How about a large fries instead of a small to compensate us for our inconvenience?” they asked. “No.” When Hans asked why not, the conversation quickly broke down. The service provider’s final response?
“Here’s your food and I hope you choke on it!”
Service BreakdownFive Reasons Recovery Is Critically
Important
1. It keeps the customer loyal.
2. It builds company profitability.
3. It decriminalizes problem identification.
4. It improves service quality awareness & teamwork
5. It identifies complaints by type & severity
Handouts
University Of Kansas Customer Service Expectations
Baptist Health Care’s Commitment To Co-Workers
HCHC Gold Service Policy