1. Exceptional Customer Service Oklahoma Center for Nonprofits Sarah Dunn, MPH

2. Exceptional Service: Customer Skills Proven Techniques On How To Gain, Maintain, and Improve Customer Service Skills Without Giving Away The Storehouse.

3. What is Customer Service? (audience participation required)

4. Customer Service provision of service to customers before, during, and after a purchase. Can be poor, good, exceptional… or anywhere in between.

5. Fundamentals of Customer Service Customers are people. People deserve to be respected.

6. Skills to Improve Customer Service Quality Accountability Flexibility Responsibility Credibility

7. Skills cont. Quality Choose the highest quality of individuals – People who aspire to greatness – People who possess a sense of purpose – People who recognize limitations, but are not stifled by them

8. Skills Accountability Emphasize personal accountability Establish the need for personal ownership in every customer interaction Set a standard for the result of each interaction Demonstrate an attitude of caring toward each customer through role play The attitude of caring begins with the owner/employer

9. Skills Responsibility Communicate the responsibilities of every member on your team: – To themselves – To the customers – To the business as a whole

10. Skills Flexibility Demonstrate flexibility: Set clear guidelines on how much can be done to fix a problem for a customer Know and communicate the full realm of possibilities within those guidelines Do EVERYTHING in your power to leave that customer with a positive thought regarding your interaction

11. Skills Credibility Follow through Communicate your intentions Keep your word

12. Ten Customer Service Facts 1. Dissatisfied customers tell an average of 10 people about their bad experience. 2. Satisfied customers tell an average of 5 people about their positive experience. 3. It costs 5 times more to attract new customers than to retain existing ones 4. If 20 customers are dissatisfied with your service, 19 won’t bother to tell you. Fourteen will just take their business elsewhere. 5. 90% of dissatisfied customers do not complain of poor service. They think no one is listening.

13. Ten facts cont. 6 Quality of service can distinguish a business from its competition. 7. Customers are willing to pay more to receive better service. 8. 95% of dissatisfied customers will become loyal customers if their complaints are handled well and quickly. 9. A good sale is GOOD SERVICE. 10. Good service leads to increased sales.

14. Mom’s Practical Teaching To be the best… …Remember PEST!!! Provide Excellent Service Today