Post on 01-Aug-2018
How to Deliver Exceptional Customer Service
Why is Exceptional Customer Service so important?
“Serviceisouronlysustainablecompe44veadvantageoverourcompe44on.”
JackPrim
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
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
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
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
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
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
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
The top 5 most important things to customers
They discover us
They contact us
They experience us
They evaluate us
They refer us
hi
Beginning
Beginning End
#$%&@%$^#%$#&!!!!
Who are your customers?
If you’re not serving the
customer, your job is to be serving
someone who is. � Jan Carlzon
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.
21
Who is this Barbara Khozam lady?
What creates an Exceptional customer experience?
Workflows +
Behaviors
Shapes Perception of Service
Create Customers Experience
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?
It all starts at the top!
• Mission
• Vision
• Values
1. Is your Company on board with delivering Exceptional service?
2. How do you get your people to deliver
consistently Exceptional customer
◦ Customer Service protocols and scripts ◦ Ongoing training
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
Great Service is a GIFT
� Inform / Inquire
◦ Listen ◦ Let the customer finish talking – don’t
interrupt ◦ Maintain eye contact ◦ Use simple language ◦ Explain WHY
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
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
2. How do you get your people to deliver
consistently Exceptional customer
◦ Customer Service protocols and scripts ◦ Ongoing training ◦ Maintain momentum
Maintain the Momentum
� Customer service teams? � Rounding? � Huddles? � Process for recognition? � Internal website to capture feedback / share
stories / relay information? � Job shadowing / cross training?
3. Do you know your customers?
◦ Who are they? ◦ Preferences? ◦ Expectations?
What’s the reason behind every complaint?
Unmet expectations!
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
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?
§ Hear them out
§ Empathize
§ Acknowledge/Apologize § Review
§ Take responsibility/Tell what you CAN do
Service Recovery with H.E.A.R.T.
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.
www.BarbaraKhozam.com
How to Deliver Exceptional Customer Service