1. Presented by
Paul Kostreski
PaulKostreski@Comcast.net
HCC/Consulting TecKnowledgies 1

2. Beyond Customer Service
Objectives
 Understand what exceptional customer service is
and is not.
 Understand that company policies and customer
service practices must be in sync.
 Know and understand what a moment of truth is.
 Know the rules of superb customer service.
 Understand that how employees are treated
translates into how customers are treated
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3. Beyond Customer Service
Why Customers “Quit”, “Fire You”, “Go Elsewhere”, “Vote with their Checkbook”
According to a U.S. News and World Report article and research by
VisionPlanning Inc.:
• 1% die
• 3% move away
• 5% loyalty to friends
• 6% for competitive reasons
• 11% product knowledge
• 74% because of attitude of indifference towards customers by employees
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4. Beyond Customer Service
 The payoff of Superior Customer Service is retention of
customer$.
 What you lose without it is customer$.
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5. Beyond Customer Service
CORE SERVICE
When you go to a restaurant, you expect food. When you
go to the doctor’s office, you expect sound medical care.
Customers come to an organization for the core services.
CUSTOMER SERVICE
Customer Service is how the service is delivered. In a
restaurant, customer service includes a friendly hostess
and server, interesting menu selections, your food
brought to you in a timely fashion and special treatment of
children; so too in any business. People look for friendly
people who care about them.
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6. Beyond Customer Service
Reactive and Proactive Customer Service
1. Reactive customer service comes after the
fact.
What is an example of this?
2. Proactive customer service begins even before
the customer walks in the door.
What is an example of this?
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7. Beyond Customer Service
Who are your customers?
External customers are people outside your company
who buy your products and services.
Internal customers are those who benefit from the
work you do or suffer the work you don’t do or do
poorly.
Something to Remember
• Everyone we know and deal with is our customer.
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8. Beyond Customer Service
Name two examples of poor customer service you have
experienced:
1.
2.
What are the reasons for poor customer service?
Name two examples of excellent customer service you have
experienced:
1.
2.
What are the reasons for great customer service?
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9. Beyond Customer Service
5 factors that influence a customer’s
perception of service quality:
Reliability- keeping your promises
Assurance- knowledge, courtesy, trust,
competence
Tangibles- appearance of facilities and
employees (dress, neatness, tattoos, piercings)
Empathy- degree of caring and attention
Responsiveness- providing prompt service
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10. Beyond Customer Service
What is a Moment of Truth?
 Each interaction between a customer and a professional employee of an organization,
business, charity, or government is one moment in the chain of the customer's
experience. This moment gives customers an opportunity to form or revise their
impressions, positive or negative.
How do you master the moments of truth?
 Keep learning about what is important to your customers.
 Ask you customers about what is important to them, especially their moments of truth.
 Ask your company about the information it has gathered from surveys, questionnaires,
studies, etc.
 Remember you are the company to the customer.
What are some examples of a Moment of Truth?
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11. Beyond Customer Service
Customer Service: One , Two, Three
1. Commit to superior customer service at
all levels in any company.
2. Develop a customer service system that
is easy for customers to use.
3. Design and implement customer
retention programs that will maintain
customer loyalty.
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12. Beyond Customer Service
The Rules of Customer Service Excellence
 A company can only be successful if it delights one internal customer and
one external customer at a time.
 Rule # 1 can only be achieved with happy, inspired employees.
 Employees will not treat anyone better than they are treated themselves.
 You cannot change what you don’t acknowledge
 Honesty is the only policy
 All rules were meant to be broken
 Do the right thing …..Regardless
 Exceptional service is in the detail
 Good selling is good service – good service is good selling
 Never underestimate the value of a sincere “Thank You”
 Rules were made to be broken?
Use your good judgment in all situations. There will be no other
rules. Nordstrom Employee Handbook
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13. Beyond Customer Service
Rules were made to be broken?
 Will this exception cause too much delay
in serving other customers?
 Will it inconvenience another department
in an unacceptable way?
 Is this a request you should pass along to
a supervisor?
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14. Beyond Customer Service
Eight Steps to a Successful Customer Service Program
1. Total Management Commitment.
2. Make sure company policies and customer service
policies are in sync.
3. Get to Know Your Customers.
4. Develop Standards of Service Quality Performance.
5. Hire, Train and Compensate Good Staff
6. Reward Service Accomplishments
7. Stay Close to Your Customers
8. Work Toward Continuous Improvement
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15. Beyond Customer Service
Satisfying Unhappy Customers
Service Recovery Program
1. Apologize
2. Urgent Restatement
3. Empathy
4. Restitution
5. Follow-up
CARE and Retain Through Training
Credible
Accessible
Reliable
Excellence
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16. Beyond Customer Service
My Daily Customer Service Action Plan
• What worked?
• What didn’t work?
• What would I do differently
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17. Beyond Customer Service
For more information or to discuss training
for your organization please contact
Hagerstown Community College.
• Theresa Shank, 301 790-2800, Ext 476
Or
• Stephanie Powers, 301 790-2800, Ext 490
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