MIDWEST CUSTOMER SERVICE Succeed with a WINNING Attitude.
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Transcript of MIDWEST CUSTOMER SERVICE Succeed with a WINNING Attitude.
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MIDWEST CUSTOMER SERVICE
Succeed with a WINNING Attitude
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Human Interaction
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IF WE DON’T BRING THE BUSINESSES AND TRAVELERS TO OUR MIDWESTERN STATES, SOMEONE WILL BRING THEM TO THEIRS
Northern Hospitality
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“ Northern Hospitality ? ”
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Deep in the Heart of…….
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Yes, I was there……
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What are your BEST experiences?
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What are your WORST experiences?
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Know Your Business, Products,
and Services
Know Your Community
Know Your Customer
Customer Service…..
Training ??
What Should You Know?
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KNOW YOUR COMMUNITYSOME QUESTIONS YOU MAY ENCOUNTER TO
WHICH YOU NEED TO KNOW THE ANSWERS:HOW DID THE
COMMUNITY GET IT’S NAME?
WHERE IS THE CONVENTION AND VISITORS
BUREAU?
WHAT IS THE POPULATION
?
WHAT ARE SOME THINGS TO DO WITH CHILDREN IN THE AREA?
WHAT’S A GOOD
RESTAURANT NEARBY?
WE ONLY HAVE TWO
DAYS IN THE AREA, WHAT WOULD YOU RECOMMEND
WE DO?
THE FUN STARTS WITH YOU
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KNOW WHERE THE ATTRACTIONS ARE
PLACES YOU WILL NEED TO KNOW:
NEAREST HOSPITALTHE POLICE STATIONA SERVICE STATION WITH A MECHANIC ON DUTYAREA RESTAURANTSLOCAL PLACES OF WORSHIPPLACES TO SHOP (PHARMACY, GROCERIES,
ETC.)AN ATMLODGING (HOTEL, MOTEL, B&B CAMPGROUNDS)ATTRACTIONS UNIQUE TO YOUR COMMUNITYGOLF COURSESPARKS
THE FUN STARTS WITH YOU
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The Four Pillars of Our World
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1. Relationship That Exists Between You
and the Customer
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Customers We Know……
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Customers We Don’t Know……
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2. The Relationship That Exists Between YOU
and Fellow Employees
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3. The Relationship That Exists Between YOU
and Management
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4. The Self-esteem of …. The Employee
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When it comes to customer relations, your
greatest strength will always be in the
uniqueness of your personality
9
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Use your own experiences as a
customer to help you understand the
principles of good customer relations
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Why do we give so much attention to
customer satisfaction?
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REASONS CUSTOMERS DON’T COME BACK
1% DIE
3% MOVE AWAY
5% DEVELOP OTHER RELATIONSHIPS
9% FOR COMPETITIVE REASONS
14% ARE DISSATISFIED WITH THE PRODUCT
68% EXPERIENCE AN ATTITUDE OF INDIFFERENCE OR RUDENESS TOWARD THE CUSTOMER BY THE OWNER, MANAGER OR AN EMPLOYEE
Source: Customer Service for the New Millennium
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• 72% of Travelers post about their trip and experience on social media WHILE they are on vacation
• 78% of Travelers continue to post on social media once they return home
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You can't build a reputation on what you are going to do.” – Henry Ford
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And….
Your Reputation is Based on
Customer Satisfaction
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As you consider your personal success, you need to realize that your attitude
is impacted by many forces
…WITHIN YOUR CONTROL
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1. Think Like The Boss
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2. Be a Problem Finder
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3. Be 100% Loyal
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4. Be Enthusiastic !
Courtesy wendyscharfman.com
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5. Do More Than You Get Paid For
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6. Fix The Problem, Not The Blame
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7. Don’t Talk About People
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8. Do you look like you know what you’re doing?
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9. Be 100% HONEST
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And Combine That With These….
TOP TEN STRATEGIES
10
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1. The Customer is NEVER an INTERUPTION
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2. Greet Every Customer With a FRIENDLY Smile
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3. Call Customers By Name
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4. Remember, You ARE “Wisconsin”….
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5. NEVER Argue With a Customer
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6. Never Say… “I Don’t Know”….and End There…
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7. The Customer Pays
Your Wages
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8. State Things in a Positive Way
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9. Brighten Every Customers Day
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10. Always Go The Extra Mile
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SERVICE IS NOT A SKILL…
IT IS AN ATTITUDE !!! - Ralph Marston
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Thanks much for your time today !!
Andrew Nussbaum
715-299-5422