darr-schackow customer service

20
Consistently Superior Customer Service

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Page 1: Darr-Schackow Customer Service

ConsistentlySuperior

CustomerService

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For those who are prepared…For those who

are prepared…

…chaos brings opportunity

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The Key To Success in the New Normal…

•Nimbleosity

•Nim-bo-licous

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The Pattern of Business Success

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(T + C + ECF) x DE = BE

2

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Fundamental Customer Expectations

• Reliability: The ability to provide what was promised, on time, dependably and accurately. (Honesty)

• Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. (Competence)

• Empathy: The degree of caring and individual attention provided to customers. (Concern)

• Responsiveness: The willingness to help customers and provide prompt service. (Attitude)

• Tangibles: The physical facilities, equipment, and appearance of the personnel. (Professionalism)

3

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The Five Levels of Customer Service

I don’t really care

Why try harder

Good enough is good enough

That’s nice

Holy cow – you guys are awesome!!!!!

3

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1,300,000 interviews: Basic 4 + 1

Wow No Surprises Cheer 4

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• D

• M

• C

• C

• M

• D

irection – vivid, clear, inspiring --- shared

easurements – specific, observable, focused

ompetence – very good at what they do

ommunication – open, honest, courageous

utual Accountability – all team members

iscipline – do this every day

4

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7 Keys to TRUST• Tell the truth

• Be transparent

• Extend trust & respect

• Be vulnerable

• NO games

• Keep your promises

• Communicate clearly

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VOC

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Moments Of Truth

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WorkshopWhat are your key

MOTs for you customers?

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WOM = 48 – 74%

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Questions?