Zero Risk and Customer Servicesmithersregistrar.com.cn/SmithersSQA/media/Smithers... · • Support...
Transcript of Zero Risk and Customer Servicesmithersregistrar.com.cn/SmithersSQA/media/Smithers... · • Support...
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1
Zero Risk and Customer Service
Copyright 2016 Smithers Quality Assessments
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Change!
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Ground Rules:
• I’m here for you • Ask questions…inner 5 year old!
• Working as a Team
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VALUE?
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Departments
• Sales • Support Center • Production • Quality Assurance • Customer Service
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A: Hiring B: Training
Building a World-Class Customer Service Company
what is more important?
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Service Aptitude
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Service Aptitude
“a person’s ability to recognize
opportunities
to exceed a customer’s expectations,
regardless of the circumstances.”
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Service Aptitude • Previous life experiences
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• previous work experiences
Service Aptitude • Previous life experiences
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• previous work experiences
Service Aptitude • Previous life experiences
• current work experience
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It is not an employee’s responsibility
to have high service aptitude,
it is the company’s to give it to them
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Your client misses a conference call with you that had been confirmed via e-mail. You reach out to see what happened, and they said they had it down for a different time and day. You…
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A) To ensure they did not think you made the mistake, you forward them the e-mail they sent when they confirmed.
B) Apologize for the miscommunication, and ask for the earliest convenient time to reschedule.
C) So as not to be pushy, and to see if they really have interest wait for them to call to reschedule
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Superior Service?
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Superior Service?
80%
8%
300 Organizations 3000 Customers
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You are in the
Customer perception business
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Day in the Life of a Customer
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Compassion & Empathy
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World-Class Service
1. Service Aptitude 2. Shoes of your Customer
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Negative Cues
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Why do so many companies agreements
and policies sound so angry?
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Build your company’s Customer experience
as if no Customer has bad intentions
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Negative Verbal Cues
• “You need to VERIFY your information” • “Your next Customer is here” • “We would like to remind you of your
appointment”
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Physical Negative Cues
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Don’t punish 98% of your customers
For what you are afraid that 2% might do
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What negative cues can you eliminate or change to make them more positive?
• Website • Verbiage • Terminology • Signage • What Customers see • Agreements • Employees’ Actions
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Negative Cues?
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X Commandments To Providing a
World-Class Customer Experience
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63
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Who we are going to be?
Why we exist? What we have to do every time?
MISSION STATEME
NT
purpose STATEMEN
T
customer service vision Not
Actionable
Result
Actionable
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Mission
Building the #1 mortgage company in America serving
Service Members, Veterans and their Families
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Purpose
Realizing the American dream for those
who made ours possible
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Customer Service Vision
It is my turn to serve you,
make a Positive impact every time
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Your Customer is whoever is
dependent on the work you do
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If you are not serving the
Customer directly,
you better be serving someone
who is
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Your customers will never
be any happier
than your employees are
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Customer Experience Cycle
Workshop
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Service Defects
Experiential Standards
Operational Standards
Above & Beyond
Opportunities
Greeting
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How long is NET 10 TERMS?
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94
Zero Risk and Customer Service
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