(second logo) customer care (second logo) customer care

(second logo)(second logo)

Customer Care


Customer Care


Customer Care

“Fabulous Service is quite simply

ordinary people doing ordinary

things, extraordinarily well”

Betsy Sanders

Vice President

Nordstrom


Customer Care

How many times have you walked into a shop and gone up to the counter where the assistant was on the phone to a friend and failed to look up at you and give you a greeting? How did you feel?

Behaviour Speaks Louder Than Words


Customer Care

How do you feel when you are sitting in a café

and a member of staff walks right past you, not

once but several times? You cannot catch their

eye because they are deliberately avoiding you.

Behaviour Speaks Louder Than Words


Customer Care

How about sitting in your airline seat on a no frills airline, which insists on pushing duty free sales? The two stewards are slowly progressing down the aisle dealing with passengers all the while discussing a forthcoming staff promotion, right over the heads of every passenger on the plane. What is so surprising about this is that the stewards are on commission for sales, yet they are doing nothing to acknowledge the passengers as customers?


Customer Care

• Please Your Customers All Of The Time Or Lose Them

• Customers Value What Is Important To Them


Customer Care

Setting Performance/Customer Care Standards

Standards give everyone in a company guidelines on how to perform.

When setting standards you should go through the entire process as a customer. There should be standards for every function.

If standards are vague and woolly, they can not be measured and staff are not clear about what is expected.


Customer Care

Nordstrom Inverted Pyramid The Company Structure

Customers

Sales & Support People

Departmental Supervisors

Managers/Buyers

Board of Directors


Customer Care

Rating a Service CultureQuestions to Ask !

1. Do your staff believe their company cares about giving memorable customer service?

2. Do managers in your company believe that good staff relations are important in establishing excellent relations with customers?


Customer Care


3. Are staff, at all levels, willing and able to put themselves out personally to help a customer?

4. Are staff keen to help, support and provide a good service to one another?


Customer Care


5. Do your staff place more emphasis on pleasing customers or on following rules and procedures?

6. Are managers and front-line staff constantly encouraged to seek new ways to please customers?


Customer Care


7. Would your front-line staff say they have the ability, training and encouragement to deliver really good customer service?

8. Do front-line staff believe the company wants to deliver memorable service?


Customer Care


9. Do your staff realise they have internal as well as external customers?

10. Does your company reward staff for providing memorable service?


Customer Care

Ten Steps To Staff Who Care For Customers

1. Be clear about the skills and behaviours you want from your staff.

2. Spend Time on the Recruitment Process.

3. Organise a really effective induction programme.


Customer Care


4. Make sure all employees know what customer care standards are expected. Include them in setting the standards.

5. Create and maintain a service culture where the customer really does come first.

6. Help people to feel motivated and positive at work.


Customer Care


7. Deal with mistakes positively.

8. Encourage team work.

9. Recognise and reward people, make them feel appreciated.

10. Do not drop people in it: train them.


Customer Care

Nine Steps To Superb Customer Care

1. Your company must be inspired and led by a customer-orientated vision.

2. Your customers must define your company’s service.

3. Learn to understand your customers by actively listening to them and valuing complaints.


Customer Care


4. Memorable customer service must come from the top down.

5. Make customer service commitment real by encouraging every staff member to take responsibility for delivering it.

6. Show that you value your staff and recognise and appreciate what they do.


Customer Care


7. Build your systems to deliver excellent customer care.

8. Ensure first class communications with your customer by training and supporting everyone who has contact with them (and by listening to them).

9. Never become complacent. Look around you at other providers of excellent customer service and learn from them.


Customer Care

Task Time!Action Plan

You have just been appointed as the new Customer Care Director. Your task is to achieve consistently superb customer care. Your success will be measured by postal and telephone questionnaires which will be completed by a sizeable % of customers in 12 months time.

Identify your top action points:


Customer Care

Task Time!

• What can you as a supervisor do to impact positively on customer care standards!

• • • •


Customer Care

Customer Care

(second logo) customer care (second logo) customer care

Documents