Customer ServiceCustomer Service

Owned by

Matt Bandoni

M.J.D. Customer Service Consultants

ObjectivesObjectives

Practice and learn to handle difficult objections

Shorten the customer cycle for first time callers

Gain valuable insights into client concerns and relationships

ObjectivesObjectives

Learn to be proactive rather than reactive

Learn to show empathy  Gain agreement from unhappy clients

Work as a team when dealing with customer concerns

AgendaAgenda

IntroductionProgram objectives/agenda reviewWhat is customer service?

– Implementing a fully integrated customer service system

Keeping your customers satisfiedCustomer service versus football

Agenda Cont….Agenda Cont….

Teamwork in a customer’s worldDeveloping and setting high standardsPositive and negative customer experiencesCustomer expectations

Why Is Customer Service So Why Is Customer Service So Crucial?Crucial?

Today’s customers are highly intelligent and have extremely high expectations

Many products all stores can get, service levels are what separate great organizations from the competitors

How Does the Company How Does the Company Benefit?Benefit?

Employees that are better equipped to handle customer service have less turnover and higher job satisfaction

Define Quality?Define Quality?

qual·i·ty  (kw l -t ) KEYa. An inherent or distinguishing

characteristic; a property. b. A personal trait, especially a character

trait: "The most vital quality a soldier can possess is self-confidence" (George S. Patton).

Everyone will have their own definition

How Do Some Companies How Do Some Companies Solve This ProblemSolve This Problem

Invest tens of thousands of dollars to study the problem, when we already know what needs to be done

Practice apathy and ignore all problemsContinue to lose more business daily

What Should M.J.B. What Should M.J.B. Consultants Do About This?Consultants Do About This?

We need to take action to help improve the

quality of service that you deliver

What Happens When There Is a Gap What Happens When There Is a Gap Between What the Customer Expects, Between What the Customer Expects,

and What They Receiveand What They Receive A study conducted by BenchmarkPortal found:

96% of unsatisfied customers do not directly complain

90% will not return to the establishment1 unhappy customer can tell 10 more 13% will tell at least 20 people

What Is Customer Service?What Is Customer Service?

Research, sales, marketing and public relations applied at the most basic level.

The basis for one-to-one customer relationship building.

An avenue for future and current profitability.

Customer ServiceCustomer Service

Customers are the life-blood of any business -so providing great customer service is critically important.

Customer ServiceCustomer Service

Customers expect the same quality that you would expect to receive.

Keeping the customer satisfied needs to be the goal of everyone in the

organization.Memory ActivityRemember all Pictues

How Does Dramaturgical Theory How Does Dramaturgical Theory Apply to Customer Service?Apply to Customer Service?

Dramaturgical theory suggests that a person's identity is not a stable and independent psychological entity

But is constantly remade as the person interacts with others.

Implementing a Fully Integrated Implementing a Fully Integrated Customer Service SystemCustomer Service System

Quality customer service begins when management’s customer service values are reflected through front line staff.

Even Online Customer Support Is Falling Short.

A study conducted by BenchmarkPortal found:

• 51% of companies did not respond to inquiries at all

• Of those that did respond, 70% failed to respond within 24 hours

• 79% responded with an inaccurate and/or incomplete answer

Keeping Your Customers Keeping Your Customers SatisfiedSatisfied

The more employees that know about the goals of the company as a whole, the better they feel about their job

Keeping Your Customers Keeping Your Customers SatisfiedSatisfied

Internal customer relations is designed to build and maintain the critical skills necessary to be a dynamic and successful service professional

Football Compared to Customer Football Compared to Customer ServiceService

One way a football quarterback enables his team to execute successful plays is by making sure every player understands what his teammates are doing in the play

Football Cont….Football Cont….

Members of a football team do not advance the ball by keeping their plans secret from one another. Colleagues in a company do not advance their plans by withholding information or assistance from one another

Dealing With the Difficult Dealing With the Difficult CustomerCustomer

Identify the forces that compel people to be difficult

Examine and practice essential communication skills

Turn conflict into cooperation, emotion into reason, and hidden agendas into honest dialogue

Dealing With the Difficult Dealing With the Difficult CustomerCustomer

Develop strategies for dealing with the 10 most difficult customer behaviors

Identify and alter their own difficult behavior

You and Your Inside CustomerYou and Your Inside Customer

Identify personal behavioral tendencies Assess opportunity areas for skill development Determine factors that create internal customer

dissatisfaction Practice techniques to improve active listening

skills

The EndThe End

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