More important to World-Class Customer Service? How can you be the brand customers can t live without? How you can Make Price Irrelevant.

Transcription

1 How can you be the brand customers can t live without? How you can Make Price Irrelevant More important to World-Class Customer Service? A: Training B: Hiring

2 We don t put our people in Disney, we put Disney in our people Service Aptitude Service Aptitude a person s ability to recognize opportunities to exceed a customer s expectations, regardless of the circumstances. Service Aptitude Previous Life Experiences Previous Work Experiences Current Work Experience It is not the employee s responsibility to have high service aptitude, it is the company s to give it to them The #1 thing great customer service companies do Service Aptitude Training

3 State of Service World Class Starts At The Top Executive Sponsorship Service Aptitude Starts At The Top Guidelines Policy Ben Baldanza CEO, Spirit Airlines Superior Service? Superior Service? 00 Organizations 000 Customers

4 You are in the customer perception business Do not ask the customers what they want, give them something they cannot live without. If I had asked people what they wanted, they would have said faster horses. Henry Ford Employee apathy creates customer apathy

5 Customer apathy is the enemy of a successful company The currency for millennial's is Purpose Day in the Life of a Customer Compassion & Empathy World Class Service Service Aptitude Paranoid about their CX Shoes of your Customers What is a Customer Service Revolution?

6 A radical overthrow of conventional business mentality designed to transform what employees and Customers experience. This shift produces a culture that permeates into people s personal lives, at home, and in the community, which in turn provides the business with higher sales, morale, and brand loyalty - making price irrelevant. Making Price Irrelevant Based on the experiences they consistently receive from you Your Customers have no idea what your competition charges EXPERIENCE Price Wars Raise our $$ & match it Discounting is the TAX you pay for being Average

7 Customer Service Vision Statement Customer Service Vision The true underlying value of what and how your team members have to deliver to each & every Customer, that provides a meaningful purpose for your employees. 5 Carpe Momento Seize the Moment Our focus must be on providing a positive experience on EVERY interaction face-to-face, click-to-click, or ear-to-ear. To create one of the most special memories in a person s life To inspire and nurture the human spirit - one person, one cup and one neighborhood at a time.

8 A T O M Actionable Trainable Observable Measureable Quality Customer Interaction Above & Beyond WHAT Customer Service Vision & Pillars Service/Product Expertise Technical Operationally Hospitality Relationship Connection Personalize Exceed Opportunity Proactive Unexpected HOW 5/8 5/8 To be the BEST DECISION our Clients make Customer Bill of Rights Expertise World-Class Whatever/Whenever

9 u r X the perience! Never & Always 6 NEVER ALWAYS NEVER ALWAYS Point Show them Say I don t know Let me find out Say No Focus on what you can do Show frustration publicly Be a duck Say No problem Cold transfers Certainly; my pleasure; absolutely; you are welcome Warm transfers Accept fine or OK Make customer wrong Excellence is the standard Make it right! Over share Take care of it Criticize team members, competitors, or make excuses Own it - even if it is not our fault ALWAYS Use Customer s name 2-4x Use your name 2-4x Deliver at least 1 Secret Service Genuine Hospitality The Five E s Deliver 1 compliment Beat the Greet (15/5) Smile is part of the uniform EYE CONTACT ENTHUSIASTIC GREETING EAR-TO-EAR SMILE ENGAGE EDUCATE Is there anything else I can do for you today?

10 Secret Service Show me you know me The better the experience the less price becomes an issue Silent Cues Visual Triggers

11 Relationship Economy Make Me Feel Important People don t listen with the intent of understanding, they listen with the intent of replying 0.6 Response Time 0.2 Minimum Average

12 The greatest gift you can give someone is the gift of your attention F O R D 8 Behave as if today is the day you will be remembered for the way you treat others NON NEGOTIABLE STANDARDS Display genuine enthusiasm Use client s name Educate Use and collect Customer Intelligence Ask What else can I do for you? Thank sincerely EXPERTISE Provide resources Innovate solutions Advise brilliantly Anticipate needs Build relationships Create memorable experiences Utilize Secret Service WHATEVER/WHENEVER The answer is YES! Give more attitude Surprise and delight PURPOSE To change the world by creating a Customer Service Revolution A radical overthrow of conventional business mentality designed to transform what employees and customers experience. This shift produces a culture that permeates into people s personal lives, at home and in the community, which in turn provides the business with higher sales, morale, and brand loyalty-- making price irrelevant. 1. Point 2. Say No. Say not a problem 4. Cold transfer 5. Over share 6. Say I don t know 7. Show frustration publicly 8. Make excuses 9. Deliver bad news via 10. Leave things to chance CUSTOMER SERVICE VISION STATEMENT To be the BEST DECISION our clients make Expertise World-Class Whatever/Whenever ALWAYS 1. Show them 2.. Say Certainly, my pleasure, absolutely 4. Warm transfer 5. Take care of it 6. Find out 7. Be a duck 8. Own it, even if it s not your fault 9. Make it right 10. Be prepared CUSTOMER SERVICE VISION STATEMENT To be the BEST DECISION our clients make Expertise World-Class Whatever/Whenever EXPERTISE Provide resources Innovate solutions Advise brilliantly Anticipate needs Build relationships Create memorable experiences Utilize Secret Service WHATEVER/WHENEVER The answer is YES! Give more attitude Surprise and delight

13 ALWAYS 1. Point 2. Say No. Say not a problem 4. Cold transfer 5. Over share 6. Say I don t know 7. Show frustration publicly 8. Make excuses 9. Deliver bad news via 10. Leave things to chance 1. Show them 2.. Say Certainly, my pleasure, absolutely 4. Warm transfer 5. Take care of it 6. Find out 7. Be a duck 8. Own it, even if it s not your fault 9. Make it right 10. Be prepared A revolution starts with a clear vision of a world different than the one we live in today