nawbo presentation
DESCRIPTION
Customer service dos and don'ts from the perspective of the customer; the good, the bad and the uglyTRANSCRIPT
A Baker's Dozen: 13 Tips for New Business Owners
Jean M. Baker, J.D.
Red Lantern Group, LLC
May 14, 2009
How Can I Help?
• Legal Issues in the Workplace• Traditional (sexual harassment, etc.)• Informative (anatomy of a lawsuit)• Unusual (domestic violence in the workplace)
• Business Philosophy/Solutions• Strategic planning• Systems• Customer service
What is Good Customer Service?
• Great customer service is about making it as easy as possible for your customer to continue to buy your product or service• Cheap prices may draw them in initially, but it’s
the service that will keep them coming back• INC., magazine article
• Now more than ever it’s important to deliver great customer service
• Defined by the customer, not the business owner!
One Size Doesn’t Fit All
• ICE (“Ideal Customer Experience”) is not attainable – not every customer will define it in the same way
Universal Ideas
• Good• Efficient Service• Professional• Knowledgeable
• Bad• Not acknowledging customer• Chaos• Rudeness
“Common Sense ain’t Common” – Will Rogers
• Rules are made to serve people, not the other way around.
• Use common sense• You don’t have to treat everyone the same if
the circumstances justify different treatment
The Good
• Scapa Italian Kitchen• Sample wine• Discreetly replace silverware• Attentive without interrupting• Didn’t make us wait for our bill• Very professional
The Good
• Apple• Wow! • Telephone assistance prompt, courteous and
helpful• On-line assistance addressed the specific
question I asked, rather than provide a generic “key words” response
• Plenty of knowledgeable people to help you in the stores, including “ringing you up” on the floor.
The Bad
• Accessibility• Argumentative Associate• Cleaning
• Chair• Vacuuming
• So cold!• Not a pleasant experience!
The Bad
• Sports medicine business
• Great people/care• Accessibility is
terrible!• Door• Walkway
The Bad
• Large Discount Store• Associate did not
acknowledge customer• “Grunted” and
gestured• Did not thank me• Recognized what he
should have been doing
The Ugly
• Wireless Telecommunications Co.• Chaotic• Waiting, Waiting, Waiting!• No way to “complain”• Carries through stores, phone and on-
line help• Transfer to a “not in service” number
• They’re a telecommunications company!
• Failing to fix a bill repeatedly
Solutions?
• Regurgitation Education• Not teaching kids to think
1. Teach creative problem solving
2. Authorize front-line people to solve the problem• Bagged lettuce• Fountain pop
3. Appropriate placement
Solutions
4. Treat your employees well
5. Sincere apology; demonstrate they understand the problem
6. Solve the problem, don’t make it worse or do nothing.
• Example: Deliver groceries + free item
7. Don’t keep “passing off” customer to someone else.
Solutions
8. Make sure your decisions make sense to the customer
9. Be Professional
10.Greet and thank the customer
11.Make it right
12.Listen and respond appropriately
13.Be a problem solver, not a problem creator
Summary
• Good customer service is defined by the customer, not the CEO or the Marketing department
• Customer service is broader than just the direct interaction between customer and associate
• Great customer service is important no matter what industry or business you own
Thank you!
Other Questions/Comments?Jean M. Baker
Red Lantern Consulting, LLC
www.redlanternllc.com
515.327.5966