because knowing where you are is just as important as where it is you are going

Transcription

1 because knowing where you are is just as important as where it is you are going

2 WELCOME to Delivering Excellent Customer Service were

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5 So Why Are We Here?

6 I m not sure

7 I m was told to be here by my boss

8 so here I am

9 I was curious

10 I thought it was about time I got this training or has my watch stopped working

11 I m looking to improve my level of experience

12 I want to learn how to not be so reactive

13 I feel invisible and believe I can offer more to my employer

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15 I struggle with reading body language

16 I don t understand how I offend others

17 I get wrapped up in conflict & emotions

18 I need to stop talking and listen more

19 I want to say the right things at the right times

20 I want my clients & employees to experience rock star moments

21 I want to make more deals happen & grow my business

22 I want to lead my team successfully

23 I want to attract more visitors to my new business

24 I want

25 I feel frustrated with how my staff doesn t get the importance

26 Not really sure where I am, or why I m here

27 This is why

28 defined noun 1. the action of helping or doing work for someone 2. a system supplying a public need verb 1. perform routine maintenance or repair work Synonyms favor, kindness, good turn, helping hand; assistance, resource, duty

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30 defined noun a person or organization that buys goods or services from a store or business Synonyms consumer, buyer, purchaser, patron, client, subscriber, shopper, visitor

31 a CUSTOMER is the Most Important Visitor on our premises We are Dependent on Them - let us not forget - They are not dependent on us and They Can Leave Us at Any Time they wish

32 Customer Service defined noun 1. is the process of ensuring customer satisfaction with a product or service 2. takes place while performing a transaction for the customer, such as buying a product, returning an item, using a service Synonyms before & after-sales service, client service, help line, product service, troubleshooting

33 What does this mean When you successfully create a connection with your customers and employees, many of them stay loyal for life -- and you'll have the chance to increase your overall business plus build a solid brand foundation and positive consumer reputation LOYALTY

34 Where does customer loyalty come from... Think about those brands that you purchase from over and over, even when there are cheaper options out there the reasons we stay loyal to brands is because of their values to us & what our connection is to them The best brands strive to combine 3 elements for an exceptional experience for their loyal customer Whereas, a customer experience only has to satisfy or connect with 1 out of the above 3 customers experience elements

35 did you get that... clear as mud... Let me break this down for you...

36 Where does customer loyalty come from... Think about those brands that you purchase from over and over, even when there are cheaper options out there

37 Where does customer loyalty come from... Do you usually fly on a particular airline... Do you buy your coffee from the same place every morning... Do you recommend a specific restaurant whenever out-of-towners ask for suggestions...

38 Where does customer loyalty come from... Do you usually fly on a particular airline... Do you buy your coffee from the same place every morning... Do you recommend a specific restaurant whenever out-of-towners ask for suggestions...

39 the reasons we stay loyal to brands is because of their value to us & what our connection is to them

40 the reasons we stay loyal to brands is because of their values to us & what our connection is to them Best for business class Love their attitude & discount fares Less money & get s me there Better Caffeine Caffeine Watch a game & drink a beer Want to eat chicken Ice Cream heaven

41 what our values & connection is to them The best brands strive to combine 3 elements into one exceptional customer (and employee) experience physical emotional logical

42 what our value & connection is to them exceptional experience physical emotional logical

43 B2B LOYALTY C2B LOYALTY B2C LOYALTY exceptional experience 1. Physical 2. Emotional 3. logical

44 B2B LOYALTY connects to 1 element

45 The companies that succeed are the ones that: stay true to their core values over the years create a company that employees and customers are proud to associate with

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47 we have a few for you...

48 When you spend your own money you expect a) to get what you wanted b) to be respected c) to be recognized d) to receive quality e) to receive value f) all of a) through e) g) you don t expect anything... It s just money

49 The last time you went out to eat at a restaurant The experience you remember was... a) Disgusting b) Bad c) Ok d) Good e) Great f) Excellent

50 If you had to meet someone important and they insisted on meeting at an all-you-can-eat place that you thought was disgusting What would you do... a) Decline to go b) Suggest another place & not tell them why c) Suggest another place & tell them why d) Suck it up & go

51 Customers are not always right, but they are always a) Annoying b) Nice to me c) Asking me to do something for them d) Making suggestions when I m busy e) Our Customers

52 If you spent a $1,000 on something and it broke the very first time you used it... a) Would you take a chance and return it for another one just like it b) Would you return it for your money back and tell everyone you know that it is junk and not to buy it

53 a Company's Mission Statement & why you need to know both for the company you work for and with focuses on today and what an organization does to achieve success Defines what the company does, whom they serve and how they provide that service It s the core of the business, and shapes your company s culture

54 a Company's Vision Statement & why you need to know both for the company you work for and with focuses on tomorrow and what an organization wants to ultimately become It is sometimes called a picture of your company supporting leadership inspiration, the business framework, and assists the company s strategic planning It provides the companies with it s purpose

55 Company's Mission and Vision Both clearly define the organization's reason for existing and outlook for internal and external audiences employees, partners, board members, consumers, & shareholders

56 We all know them, but who are they The Walgreen Company (or simply Walgreens) is an American company that operates as the second-largest pharmacy store chain in the United States behind CVS Health It specializes in filling prescriptions, health and wellness products, health information, convenient store shopping, and photo services

57 Walgreens Mission We will treat each other with respect and dignity and do the same for all we serve We will offer employees of all backgrounds a place to build careers We will provide the most convenient access to healthcare services and consumer goods in America

58 Walgreens Vision Be the first choice for pharmacy, wellbeing and beauty - caring for people and communities around the world

59 McDonald s mission is to be our customers' favorite place and way to eat and drink Our worldwide operations are aligned around a global strategy called the Plan to Win, which center on an exceptional customer experience People, Products, Place, Price and Promotion

60 General Motors mission we make a strong commitment to our customers, employees, partners and other important stakeholders We state proudly our five principles that guide us in everything we do: Safety and Quality First Create Lifelong Customers

61 Nike's mission to bring inspiration and innovation to every athlete in the world. If you have a body, you are an athlete

62 Does anyone here know their company s mission or vision

63 VISION, MISSION & VALUES believes it's important for all employees to understand the roles they play in achieving our company's vision, mission and values This is why our vision, mission and values are at the core of everything we do as a company

64 Mission & Values We make hotel travel possible for all Wherever people go, Wyndham will be there to welcome them This mission, along with our values, guides the way we do business every day

65 OUR CULTURE Our signature Count on me service culture encourages each team member to be responsive, be respectful and deliver great experiences to our guests, partners and communities

66 OUR CORE VALUES Integrity - We hold ourselves to the highest standards. We re responsible, truthful and transparent. We do the right thing Accountability - We honor our commitments and deliver results Under any circumstance, we stand up and say: Count on me Inclusive - We respect differences in people, cultures, ideas and experiences. We foster partnership. We welcome all Caring - We never underestimate the power of compassion. We generously give our time, attention and action Fun - Fun is an energizing force. When we have fun doing what we love, our guests love their experiences with us

67 If this man walked into this room today... Would you know who he was Geoff Ballotti President and Chief Executive Officer A Brand New Company with more than 80 Years of History Count on me legacy company, Wyndham Worldwide

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69 The Vital Customer Service Role of All Personnel

70 defined noun practical contact with and observation of facts or events verb encounter or undergo (an event or occurrence) Synonyms involvement in, participation in, contact with, exposure to, observation of, awareness of, insight into, encounter, meet, come into contact with, come across, come up against, be faced with

71 defined noun 1. possession of the means or skill to do something 1. talent, skill, or proficiency in a particular area Synonyms capacity, capability, potential, potentiality, power, faculty, aptness, talent, skill, expertise, adeptness, aptitude, skillfulness

72 vital defined Adjective 1. absolutely necessary or important; essential 1. full of energy; lively Synonyms capacity, capability, potential, potentiality, power, faculty, aptness, talent, skill, expertise, adeptness, aptitude, skillfulness

73 defined Adjective 1. of the most excellent, effective, or desirable type or quality Adverb 1. to the highest degree; most Synonyms finest, greatest, top, foremost, leading, optimal, ultimate

74 what does mean to you Just On Board or Join Our Business

75 Customers will never love a company until the employees love it first Simon Sinek

76 The Vital Role of All Personnel Tell me more about your Position, Roles & Duties the BEST of YOUR ABILITY

77 The Vital Role of All Personnel Strengths & Weaknesses maximize your + minimize your - the BEST of YOUR ABILITY

78 The Vital Role of All Personnel the average person tells 4 lies a day that equals 1,460 a year & totals 87,600 by age 60 I m fine... I don t need anybody s help the most common lie is... to their self the BEST of YOUR ABILITY

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80 The Vital Role of All Personnel is to perform the JOB roles & duties that you were hired to do and do that JOB to the BEST of YOUR ABILITY let me explain... why

81 remember back to those questions we asked you... view experience expectation memory action

82 What the customer views

83 What the customer experiences

84 What was the customers expectations

85 What will the customer remembers

86 What the customer does

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89 remember this guy... now do you understand his concerns Our business has stopped growing & customers are not coming back We are going have to downsize

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91 we have a few more for you...

92 What is the first thing that you should do when making eye contact with a customer... a) Say hello b) Ask if you can be of assistance c) Smile d) Refer them to the manager

93 When dealing with a difficult customer it is important to remember a) To not take it personally b) To use positive self-talk c) Both a and b above d) None of the above

94 It is important to make eye contact with a customer because... a) Eye contact is natural b) Eye contact is not important c) Eye contact reassures customers that your attention is focused on them d) Eye contact is common courtesy and it shows your willingness to serve

95 When it comes to conflict... a) Even though I usually think I am right, I can accept that others have different viewpoints b) I find it extremely difficult to accept that others have different viewpoints than my own, and that we could both be right c) I can "agree to disagree I accept that other people have different viewpoints than my own

96 Customer satisfaction is a step customer service a) Below b) Around c) Beyond d) Into

97 Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles How would you define Tangibles a) the degree of caring that you show customers b) your ability to provide service that is dependable and accurate c) the physical representations of your company including the facility, equipment and your appearance d) the respect, competence and confidence you show to the customer

98 Closed questions are used to a) begin with words like "what", "how" and "why" b) draw the customer into a conversation c) get specific information from the customer d) are used whey you need a lengthy explanation from a customer

99 an effective way to approach a problem is: a) complain to the supervisor b) ignore the customer's odd requests c) offer a reasonable alternative solution to your customer or supervisor d) listen attentively and then pass it on to the boss

100 why is the song I Can t Get No Satisfaction playing our business on-hold phone line maybe it s a Message From God

101 the "moment of truth" is that moment when you come into contact with a customer and you create an image of your company to that customer

102 face-to-face communications is 55 % body language

103 Body Language

104 Body Language

105 Body Language

106 Body Language personal space rule = back-off an arms length

107 Body Language

108 Understanding eye contact

109 Understanding eye contact

110 Understanding eye contact

111 Communication Skills - Style - Savvy Say the Right Thing, the Right Way

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113 Communication Skills - Style - Savvy learn & follow your company s mission, vision & values avoid misinterpretation of set goals & rules project a positive image of your organization & yourself develop ways to make a winning first impression promote your company s rewards, benefits and services maintain good rapport with customers and associates be crystal-clear in your message you want to deliver be confident, but not conceded eye contact, smile and lean-in to connect

114 Communication Skills - Style - Savvy Say the Right Thing, the Right Way What you say may not be what the customer hears Even with your the best intentions practice communication skills ask close-ended questions so to identify what the customer expectations are

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116 communication - the critical art of listening are you hearing anything I have said... listening is not a passive activity, but a skill that requires concentration and practice listening is to understand what others are really saying identify the body language & eye positioning hear to tone, speed & pauses allow the one speaking to finish their own sentences & /or story people feel better when they have an opportunity to vent or talk about themselves

117 become a dealmaker or a deal-breaker The most attractive feature anyone can offer is value trust - accountable flip any deal by supporting the other persons interests & objectives don't be the first to propose a solution or offer allow the interested party the time to talk share - reveal link what you can offer tradeoff what has less value for what has more value know your propose and their need split the difference whenever it can create a win-win never treat anything as a one time deal

118 Strategies of Customer Satisfaction success habits

119 Proactive Problem Solving & Defusing Difficult Situations you should welcome complaints because most of your ex-customers didn't bother to complain... they simply take their business elsewhere Every complaint is an opportunity to turn an unhappy customer into a satisfied one... 1) using the feedback to prevent future dis-satisfaction 2) problem-solve to regain the trust of customers 3) get to the bottom of a problem without personal emotions 4) involve your manager in a complaint or dispute 5) always act & speak professionally

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122 When working on a team it is important to a) take credit for all the parts of the projects that you contributed especially if the project was successful b) make sure to blame the ones that did not do their part if the project was unsuccessful c) share responsibility for both the success and challenges that occurred during the project d) ensure that you are the leader of the project because that person will get all the praise

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124 Common Ground when one of us succeeds then we all succeed!!! abundance is within all of us Navigation-Point

125 Have we welcome your QUESTIONS COMMENTS & we want to address your CONCERNS now that s great customer service

126 THANK YOU IT HAS BEEN A PLEASURE