www.businessmentors.net creating a culture of customer service ken tucker, bsc, mba dan murray, cr...
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Creating a Culture of Customer ServiceCreating a Culture of Customer Service
Ken Tucker, BSc, MBA Dan Murray, CR Business Mentors, Inc.
Ken Tucker, BSc, MBA Dan Murray, CR Business Mentors, Inc.
2010 CDRG - AGM “ALWAYS THINKING Outside of the Box”
Las Vegas, Nevada
www.businessmentors.net www.elctraining.com
Creating a Culture of ServiceCreating a Culture of Service
Taking Your Business to the Next Level
Core Values of successful companies
Taking Your Business to the Next Level
Core Values of successful companies
2010 CDRG - AGM “New Thinking. New Rules”
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2010 CDRG - AGM “Steps Toward Tomorrow”
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“Steps Toward Tomorrow!”
ValuesValues
What is important in your company What is measured? What is celebrated?
What is important in your company What is measured? What is celebrated?
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“Steps Toward Tomorrow!”
Customer ServiceCustomer Service
Customer Service is NOT a department…..It’s an attitude!
You know the secret Customers remember people over your
product When we follow the rules of the game of
service, everyone comes out a winner
Customer Service is NOT a department…..It’s an attitude!
You know the secret Customers remember people over your
product When we follow the rules of the game of
service, everyone comes out a winner
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“Steps Toward Tomorrow!”
Customer Service:Everyone Dials WII-FM
Customer Service:Everyone Dials WII-FM
Making things easier for your customers often makes things easier for you
Serving others well serves you well Companies don’t succeed............... PEOPLE DO! Rule #1: A successful company can only be built
one satisfied customer at a time. Rule #2: Rule #1 can only be done with happy,
motivated employees.
Making things easier for your customers often makes things easier for you
Serving others well serves you well Companies don’t succeed............... PEOPLE DO! Rule #1: A successful company can only be built
one satisfied customer at a time. Rule #2: Rule #1 can only be done with happy,
motivated employees.
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“Steps Toward Tomorrow!”
Customer Service:First Steps?
Customer Service:First Steps?
Treat your people like your customers. Law of human nature: “Employees will never treat
customers any better than they are being treated.” There are TWO things people want more than sex
and money…. Recognition and Praise.” Mary Kay Ash
She said “… pretend everyone has a large sign around their neck saying “Make ME feel important.
Treat your people like your customers. Law of human nature: “Employees will never treat
customers any better than they are being treated.” There are TWO things people want more than sex
and money…. Recognition and Praise.” Mary Kay Ash
She said “… pretend everyone has a large sign around their neck saying “Make ME feel important.
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“Steps Toward Tomorrow!”
Framing “Customer Service” Issue’sFraming “Customer Service” Issue’s
Our customer Emotional dynamics Invasion of their home Out of control “We’ve done this a
1,000 times”
Our customer Emotional dynamics Invasion of their home Out of control “We’ve done this a
1,000 times”
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“Steps Toward Tomorrow!”
Customer Service tidbits:Customer Service tidbits:
Attitude: Isn’t everything…. But it’s pretty darn close.
Procrastination: Is attitude’s natural assassin.
When Hiring: If your company mission is to climb a tree, which would you rather do: Hire a squirrel, or……. Train a horse?
Attitude: Isn’t everything…. But it’s pretty darn close.
Procrastination: Is attitude’s natural assassin.
When Hiring: If your company mission is to climb a tree, which would you rather do: Hire a squirrel, or……. Train a horse?
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“Steps Toward Tomorrow!”
Foundation for SuccessFoundation for Success
Moments of Truth Your frontline staff represents your
company Empower your staff
Moments of Truth Your frontline staff represents your
company Empower your staff
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“Steps Toward Tomorrow!”
No More Happy CustomersNo More Happy Customers
A definition “A cheerleader
customer is someone that goes out of their way to say something good about your company”
A definition “A cheerleader
customer is someone that goes out of their way to say something good about your company”
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“Steps Toward Tomorrow!”
Transformational Service Concept #1
Transformational Service Concept #1
Create a cheerleader customer and everything takes care of itself
Create a cheerleader customer and everything takes care of itself
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“Steps Toward Tomorrow!”
What Are We Selling?What Are We Selling?
Attention to detail Care and concern Ability to focus on their business Comfort
Attention to detail Care and concern Ability to focus on their business Comfort
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“Steps Toward Tomorrow!”
Our Main ProductOur Main Product
Cheerleader Customers When Customer service becomes a system
then it ceases to be a problem.
Cheerleader Customers When Customer service becomes a system
then it ceases to be a problem.
Customer Cheerleaders
Customer Cheerleaders
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“Steps Toward Tomorrow!”
Transformational Service Concept #2
Transformational Service Concept #2
A cheerleader is created when you dramatically exceed your customers baseline expectations
A cheerleader is created when you dramatically exceed your customers baseline expectations
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“Steps Toward Tomorrow!”
Transformational Service Concept #3
Transformational Service Concept #3
A moment of truth is anytime that a customer comes into contact with your company and forms an opinion - either consciously or unconsciously / positive or negative
A moment of truth is anytime that a customer comes into contact with your company and forms an opinion - either consciously or unconsciously / positive or negative
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“Steps Toward Tomorrow!”
Transformational Service Concept #4
Transformational Service Concept #4
Moments of truth are cumulative. You have a bank account of moments of truth. You will have unexpected withdrawals. It takes twelve positive moments of truth to counter each negative moment of truth
Moments of truth are cumulative. You have a bank account of moments of truth. You will have unexpected withdrawals. It takes twelve positive moments of truth to counter each negative moment of truth
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“Steps Toward Tomorrow!”
Emotional Bank AccountEmotional Bank Account
0102030405060708090
100
Beginning Progress Progress End
RealityBaseline
0102030405060708090
100
Beginning Progress Progress End
RealityBaseline
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“Steps Toward Tomorrow!”
Value of a CheerleaderValue of a Cheerleader
Fewer call backs Less employee
turnover Happy employee’s $1,000,000
Fewer call backs Less employee
turnover Happy employee’s $1,000,000
Referrals Agent and adjuster Makes job more fun Jobs finished faster
with less complaints
Referrals Agent and adjuster Makes job more fun Jobs finished faster
with less complaints
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“Steps Toward Tomorrow!”
Transformational Service Concept #5
Transformational Service Concept #5
80/20 Rule – Over eighty percent of how a person judges the quality of the service that they receive is based on the person doing the work. Twenty percent is based on the work that is completed.
80/20 Rule – Over eighty percent of how a person judges the quality of the service that they receive is based on the person doing the work. Twenty percent is based on the work that is completed.
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“Steps Toward Tomorrow!”
Transformational Service Concept #6
Transformational Service Concept #6
You will be recognized for your service delivery when you start to perfect the delivery of the benefits of your service rather than on delivering a restored home!
You will be recognized for your service delivery when you start to perfect the delivery of the benefits of your service rather than on delivering a restored home!
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“Steps Toward Tomorrow!”
A Quick StoryA Quick Story
What are you selling? What is your customer
buying?
What are you selling? What is your customer
buying?
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“Steps Toward Tomorrow!”
Action PlanAction Plan
Training Language Celebration and reinforcement Company culture
Training Language Celebration and reinforcement Company culture
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“Steps Toward Tomorrow!”
Key CriteriaKey Criteria
3 A’s Appearance Attitude Actions
3 A’s Appearance Attitude Actions
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“Steps Toward Tomorrow!”
Training Tools Training Tools
Healing the Loss Books
Moments of Truth Raving Fans Positively Outrageous Service
Become a student of Service
Healing the Loss Books
Moments of Truth Raving Fans Positively Outrageous Service
Become a student of Service
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“Steps Toward Tomorrow!”
New EmployeesNew Employees
Formal orientation Training tools
Healing the Loss ELC Training
Parameters for decisions Discuss company standards
Formal orientation Training tools
Healing the Loss ELC Training
Parameters for decisions Discuss company standards
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“Steps Toward Tomorrow!”
Involve Your SubsInvolve Your Subs
Subs for Subs Appearance of subs Inserts with payment Written standards Training tools Awards and
celebration
Subs for Subs Appearance of subs Inserts with payment Written standards Training tools Awards and
celebration
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“Steps Toward Tomorrow!”
Customer Service LanguageCustomer Service Language
Credit to Steve Toburen
“Strategies for Success” Cheerleader customers Moments of Truth Customer Eyeglasses Baseline expectations
Credit to Steve Toburen
“Strategies for Success” Cheerleader customers Moments of Truth Customer Eyeglasses Baseline expectations
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“Steps Toward Tomorrow!”
Company CultureCompany Culture
“Just the way we do things around here.” Steve Toburen
Culture is determined by what you say and do - everyone is watching
Consistency in all aspects of operations “create a cheerleader and everything takes
care of itself” - Steve Toburen
Words alone do not create a culture
“Just the way we do things around here.” Steve Toburen
Culture is determined by what you say and do - everyone is watching
Consistency in all aspects of operations “create a cheerleader and everything takes
care of itself” - Steve Toburen
Words alone do not create a culture
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“Steps Toward Tomorrow!”
Tips for Creating CultureTips for Creating Culture
Customer comment cards Read and meetings Post prominently
Celebrate and company meetings Challenge staff Hand written notes Special gifts for affiliates
Customer comment cards Read and meetings Post prominently
Celebrate and company meetings Challenge staff Hand written notes Special gifts for affiliates
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“Steps Toward Tomorrow!”
MoreMore
Have employees tell stories Welcome home gifts Personal notes and letters from the president Customer service awards Customer phone calls Respond to customer recommendations Challenge your staff
Have employees tell stories Welcome home gifts Personal notes and letters from the president Customer service awards Customer phone calls Respond to customer recommendations Challenge your staff
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“Steps Toward Tomorrow!”
Above and Beyond Above and Beyond
Nominated by employees Box or online
Nominations publicly read Set people up for success Provide award - $ and recognition Make it prestigious - press release Annual draw
Nominated by employees Box or online
Nominations publicly read Set people up for success Provide award - $ and recognition Make it prestigious - press release Annual draw
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“Steps Toward Tomorrow!”
….. But remember: ….. But remember:
You Can’t Send a Duck to Eagle School You Can’t Send a Duck to Eagle School
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“Steps Toward Tomorrow!”
You can’t teach someone to want to serve; You can’t teach people to smile; You can’t teach personality…… But we can hire people who have those
qualities And teach them our product or services and then our culture.”
You can’t teach someone to want to serve; You can’t teach people to smile; You can’t teach personality…… But we can hire people who have those
qualities And teach them our product or services and then our culture.”
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“Steps Toward Tomorrow!”
Summary Summary Commitment Provide a foundation Celebrate Consistency Measure Passion Involve your ENTIRE team But remember……………
Commitment Provide a foundation Celebrate Consistency Measure Passion Involve your ENTIRE team But remember……………
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“Steps Toward Tomorrow!”
What Does All This MEAN?What Does All This MEAN?
Your Business Multiplies You The leader broadcasts his/her strengths and
weaknesses on his/her business, and the employees emulate them - effectively multiplying those traits. Work on you. It's important…..Right!
Your Business Multiplies You The leader broadcasts his/her strengths and
weaknesses on his/her business, and the employees emulate them - effectively multiplying those traits. Work on you. It's important…..Right!
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“Steps Toward Tomorrow!”
NowNow
Go out and make a cheerleader! Go out and make a cheerleader!
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“Steps Toward Tomorrow!”
Special ThanksSpecial Thanks
Steve Toburen Strategies for Success Healing the Loss www.jondon.com
Mac Anderson You Can’t Send a Duck to Eagle School www.walkthetalk.com
Steve Toburen Strategies for Success Healing the Loss www.jondon.com
Mac Anderson You Can’t Send a Duck to Eagle School www.walkthetalk.com
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Creating a Culture of CHEERLEADER Customer Service
Creating a Culture of CHEERLEADER Customer Service
Business Mentors, Inc.ken@businessmentors.netdan@businessmentors.net
Business Mentors, Inc.ken@businessmentors.netdan@businessmentors.net
2010 Contractor Conference “Quality Focused - Performance Driven”
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We have set up a coupon in ELC for 20% off. The coupon code is cdrg20.
(Valid until October 31, 2010)We also are offering CDRG members a free 48 hour
pass to view the content - justemail ELC and put in the subject line “Requesting
CDRG member 48 Hour pass”.
To sign up – go to www.elctraining.com
We have set up a coupon in ELC for 20% off. The coupon code is cdrg20.
(Valid until October 31, 2010)We also are offering CDRG members a free 48 hour
pass to view the content - justemail ELC and put in the subject line “Requesting
CDRG member 48 Hour pass”.
To sign up – go to www.elctraining.com
2010 Contractor Conference “Quality Focused - Performance Driven”
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