Providing Exceptional Customer Service

Providing Exceptional Customer Service ,[object Object],[object Object]

The Basics Just what is this thing called “satisfaction”?

Customer Satisfaction Customer Expectations Perception of Product Performance

Satisfaction: A Mental State Expectation

Dissatisfaction Expectation Performance

Satisfaction Expectation Performance

Delight and Excitement Expectation Performance

Customer Expectations Change over time E X P E C T A T I O N S T I M E

Expectations E X P E C T A T I O N S T I M E

Performance E X P E C T A T I O N S T I M E

Expectations vs. Performance E X P E C T A T I O N S T I M E Gap

Performance and Satisfaction are related... Lower Performance Higher Performance More Satisfied Less Satisfied

“Basic Satisfaction” ,[object Object],[object Object],[object Object],[object Object]

“Basic Satisfaction” Lower Performance Higher Performance More Satisfied Less Satisfied Unspoken Expectations

“Performance Satisfaction” ,[object Object],[object Object],[object Object]

“Performance Satisfaction” Lower Performance Higher Performance More Satisfied Less Satisfied Spoken requirements Service standards

“Exciting Satisfaction” ,[object Object],[object Object],[object Object]

Excited Satisfaction Lower Performance Higher Performance More Satisfied Less Satisfied Unspoken Special features Pleasant surprises

The Kano Model of Satisfaction Lower Performance Higher Performance More Satisfied Less Satisfied Basic Satisfaction Performance Satisfaction Excited Satisfaction

Things to think about What are these customers looking for?

Three Things to Consider ,[object Object],[object Object],[object Object]

Just who are your customers ? ,[object Object],[object Object],[object Object],[object Object],[object Object]

Develop a Customer-Friendly Attitude ,[object Object],[object Object],[object Object],[object Object],[object Object]

Self Evaluation ,[object Object]

Who Determines Excellence? ,[object Object]

The customer’s experience can be described in five dimensions: ,[object Object],[object Object],[object Object],[object Object],[object Object]

What Americans say good service means ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

And still they want... ,[object Object],[object Object],[object Object],[object Object],[object Object]

“ Washrooms… ,[object Object],[object Object]

Body Language The non-verbals… reveal thoughts and feelings

How we receive “messages” ,[object Object],[object Object],[object Object]

Primary aspects of body language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Body Language ,[object Object]

Eye Contact ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Facial Expressions ,[object Object],[object Object],[object Object]

Body Posture and Movement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Show with your body... ,[object Object],[object Object],[object Object],[object Object]

Hand Gestures ,[object Object],[object Object],[object Object]

Hands with objects… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Hands alone... ,[object Object],[object Object],[object Object]

Those darn hands... ,[object Object],[object Object],[object Object],[object Object]

Touching ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Least threatening touch... ,[object Object]

Physical Distance ,[object Object],[object Object],[object Object],[object Object]

Zone One: Intimate ,[object Object],[object Object],[object Object]

Zone Two: Personal ,[object Object],[object Object],[object Object]

Zone Three: Social ,[object Object],[object Object],[object Object]

One Last thing... ,[object Object],[object Object],[object Object]

When you pick up the phone ,[object Object],[object Object],[object Object]

Three things to help you become a winner on the telephone... ,[object Object],[object Object],[object Object]

Inflection… and things you can do ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Voice volume ,[object Object],[object Object]

Pacing ,[object Object],[object Object]

Intensity of voice ,[object Object],[object Object],[object Object]

Go for the Gold ,[object Object],[object Object],[object Object],[object Object],[object Object]

Telephone & Voice Mail Etiquette

How to answer the phone ,[object Object],[object Object],[object Object],[object Object]

How to put a customer on hold ,[object Object],[object Object],[object Object],[object Object],[object Object]

How to transfer a call ,[object Object],[object Object],[object Object],[object Object]

How to take a message ,[object Object],[object Object],[object Object],[object Object],[object Object]

How to end the call ,[object Object],[object Object],[object Object]

More things to do to end the call ,[object Object],[object Object]

Voice mail objections... ,[object Object],[object Object],[object Object]

The up side to voice mail ,[object Object],[object Object],[object Object]

Enhance the use of voice by... ,[object Object],[object Object],[object Object]

Voice mail is a tool... ,[object Object],[object Object],[object Object]

Sometimes things go wrong... ,[object Object],[object Object],[object Object],[object Object],[object Object]

When things go wrong... ,[object Object],[object Object],[object Object]

When You Can’t Say “Yes”

Sometimes you have to say no ,[object Object],[object Object],[object Object],[object Object],[object Object]

Six basic needs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Two ways to say “no” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The service “no” ,[object Object],[object Object],[object Object],[object Object]

Six steps to get through the times ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Let the customer vent ,[object Object],[object Object]

Avoid getting trapped in a negative filter ,[object Object],[object Object],[object Object]

Express empathy to the customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Begin active problem solving ,[object Object],[object Object]

Mutually agree on the solution ,[object Object],[object Object]

Follow up ,[object Object],[object Object]

Ten Habits to Develop Maintain a consistently high level of customer service with these habits...

Get into these habits... ,[object Object],[object Object],[object Object],[object Object],[object Object]

And make these comfortable, too... ,[object Object],[object Object],[object Object],[object Object],[object Object]

To eliminate bad habits… ,[object Object],[object Object],[object Object]

Ten Ways to Be a Role Model Your “walk” speaks more than your “talk”

Motivate others through your own actions... ,[object Object],[object Object],[object Object],[object Object],[object Object]

Others are watching you... ,[object Object],[object Object],[object Object],[object Object],[object Object]

Ten Don’ts And what to do instead...

Make the right decision ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Always do right... ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

A Dozen Ways to exceed expectations

Develop customer relationships by… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

More things to do... ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Providing Exceptional Customer Service

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