Keys to Customer ServiceKeys to Customer Service
10 Keys of Customer Service10 Keys of Customer Service
I – Trust Your Customers
• Most Important Trait• Trust is the highest form
of human motivation• Understand Your Role
to Play• Greeting is so important
(Name)
10 Keys of Customer Service (Greeting 10 Keys of Customer Service (Greeting Customers Builds Trust)Customers Builds Trust)
• Eye Contact• Thank them for
coming to you• Tune the world out
and them in • Put them at ease –
they’re visiting• Customers make 11
decisions about you in the first 7 seconds
Is Body Language Important?Is Body Language Important?
Face to Face• Body Language 55%• Tone of Voice 38%• Words 7%
Over the Phone• Tone of Voice 86%• Words 14%
10 Keys of Customer Service10 Keys of Customer Service
II - Positive Can-Do Attitude, Positive Values, Clear Motives
• Energetic, Not Fake• Infectious, Honest• Walk Your Talk with
Customers/Leaders• You must not deal
negatively with negative people
10 Keys of Customer Service10 Keys of Customer Service
• The big three factors:• Attitude – Way you
think and how you relate to others
• Motives – Reason why you do things
• Values – Inner guidelines that direct behavior
• Values are critical
How to develop a Customer How to develop a Customer Friendly AttitudeFriendly Attitude
• Viewing customers as the most important part of the business
• Sincere appreciation• What if you were
taped one day?• The “Golden Rule”
applies here• Waiter and the Doctor
10 Keys of Customer Service10 Keys of Customer Service
III - Be a Good Teacher
• Customer Service needs to be taught
• Teach employees carefully
• Teach customers• Share insights and
experiences with customers
Questions about the First Three Questions about the First Three KeysKeys
• Do you really trust yourself at work to handle customers?
• Is your attitude mostly can do and positive?
• Are you a good teacher or do you allow customers, and peers to struggle?
10 Keys of Customer Service 10 Keys of Customer Service
IV. Find out What Customers Want
• Identify needs and expectations
• Ask open ended questions
• Six questions – Who, What, Where, When, Why, and How?
10 Keys of Customer Service 10 Keys of Customer Service ((Generic needs)Generic needs)
• To be valued by you• To feel comfortable• To have your undivided
attention• To focus more on them
than your work• To not show favorites• Don’t make problems
It Does Pay to PleaseIt Does Pay to Please
• Customers will spend +10% - good service
• Good service - Tell 9-12 people
• Poor service - Tell 20 people
• 82% approve of your organization if complaint handled
10 Keys of Customer Service10 Keys of Customer Service
V. Begin Each Day With Failure in Sight (Listen)
• Closing the Business• Underpromise and
Overdeliver always• Prevent failure throughout
the organization• Battleship and Fog Story
10 Keys of Customer Service10 Keys of Customer Service
• Listen to the– words– tone of voice– body language
• Listening is not just hearing but understanding
• Seek First to Understand, Then be Understood, You don’t have to agree
10 Keys of Customer Service10 Keys of Customer Service
VI. Understand your Customers, Peers, and Leaders
• Gender • Race • Generational• Education• Families• Others
Questions about the Second Three Questions about the Second Three KeysKeys
• Do you really know what your customers need and expect?
• Are you really listening to your customers?
• What does the differences of your customers mean to you? The organization?
10 Keys of Customer Service10 Keys of Customer Service
VII. Make your Business (ETDBW)
• Time Management First Things First –
• Be customer-centered• Badd Systems stop Good
People• 85% vs 15% rule?
10 Keys of Customer Service10 Keys of Customer Service
• To be ETDBW• Accessible• Accurate• Integrated (one source for
information)• Customer-Driven• Fast• Totally transparent
(seamless to customer)
10 Keys of Customer Service10 Keys of Customer Service
VIII. Live the “Golden Rule” “Walk the Talk”
• Live the Example• Take care of your
people who provide good customer service
• Praise/Reward carefully
10 Keys of Customer Service10 Keys of Customer Service
• Measure frequently• Survey the customers• Benchmark
competitors• Secret Shoppers• Connections between
organizational results and individual performance
Survey Your CustomersSurvey Your Customers
• Written Questionnaires with Yes/No questions
• Telephone Surveys• Focus Groups• Face-to-Face
Interviews• Communicate Results• Publish results
10 Keys of Customer Service10 Keys of Customer Service
IX – Provide Customer Service Training
• Common Sense isn’t• Clear Standards• Address the needs and
expectations of customers – internal and external
10 Keys of Customer Service10 Keys of Customer Service
• Four Skills needed for customer service
• 1) Technical• 2) Interpersonal• 3) Product/Service
Knowledge• 4) Customer
Knowledge
10 Keys of Customer Service10 Keys of Customer Service
X. Develop Yourself• Spiritually• Mentally• Physically• Social/Emotional• Continually
Evaluate/Renew• Racehorse/Jackass
Questions of the last four KeysQuestions of the last four Keys
• Is your system customer-focused?
• Are you measuring your success/failure?
• Does your organization provide customer service training?
• Are you growing or dying in your development?
Recap: Ten Customer Service Recap: Ten Customer Service Habits to Develop (Willingham)Habits to Develop (Willingham)
• #1 Be on Time
• #2 Follow Up on Promises
• #3 Under Promise and Over Deliver
• #4 Go the Extra Mile
• #5 Offer Customer Options
• #6 Express Empathy
Recap: Ten Customer Service Recap: Ten Customer Service Habits to Develop (Willingham)Habits to Develop (Willingham)
• #7 Treat Your Customers as the Most Important Part of Your Job
• #8 Treat Your Co-Workers as Customers
• #9 Give Your Customers Your Name and Time, Personalize
• #10 Smile and Use Inflection on the Phone and In Person
10 Keys of Customer Service: 10 Keys of Customer Service: The Bottom LineThe Bottom Line
• Never Forget This –
• They will not remember what you did,
• they will not remember what you said,
• they may not remember your name,
• but they WILL remember how you made them FEEL!
• Make them feel important!