customer satisfaction: much more than just fixing or installing stuff

Customer Customer Satisfaction:Satisfaction: Much More Than Just Fixing Much More Than Just Fixing or Installing Stuffor Installing Stuff

Customer Customer Satisfaction:Satisfaction: Much More Than Just Fixing Much More Than Just Fixing or Installing Stuffor Installing Stuff

The Training Source, Inc.www.frankpresents.comwww.trainingzoom.com www.customercareplus.net

Frank Besednjak

The Training Source, Inc.

“Do it so well that they will want to come back, and they will bring friends” - Walt Disney

Fun,Friendly,

Enjoyable,Entertaining

Caring,Concerned,

Helpful

Timeliness,Knowledgeable,

Responsible

Trust,Reliability,

Value

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The higher up the emotional levels of the pyramid the customer

goes, the more satisfied they are with the service experience and the more

loyal they become.

Customer Satisfaction Pyramid

Trust,Reliability,

Value

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Should not get food poisoning Should not get food poisoning

Food will taste goodFood will taste good

Not get ripped Not get ripped offoff

Fix it rightFix it right

Not burn my house down or kill Not burn my house down or kill me with carbon monoxideme with carbon monoxide

Not rip me offNot rip me off

Always do the right thingAlways do the right thing

If you have integrity, If you have integrity, nothing else mattersnothing else matters

If you have no integrity, If you have no integrity, nothing else mattersnothing else matters

If you promised it, do it!If you promised it, do it!

Be great at what you doBe great at what you do

• Only accept and do Only accept and do workwork that you can that you can perform exceptionally well perform exceptionally well

Decide to become excellent and do not Decide to become excellent and do not tolerate mediocrity tolerate mediocrity


Be a friendBe a friend

Be a friend to your Be a friend to your customercustomer

Do what friends doDo what friends do Know your customerKnow your customer


Responsible

Trust,Reliability,

Value

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Arrive On Time

every timeevery time


Value the Customer’s Value the Customer’s TimeTime

• Don ‘t park in front Don ‘t park in front of their place and of their place and sit there sit there

Running behind? Running behind? CallCall

Take longer than Take longer than you thought, let you thought, let them knowthem know

Know your stuffKnow your stuff

• Make recommendations Make recommendations based on facts and based on facts and knowledgeknowledge

• Provide information and Provide information and choiceschoices

• Education, training & Education, training & information doesn’t hurtinformation doesn’t hurt

Offer a Offer a menu of menu of services services and and productsproducts

Be availableBe available

Only work 8-5? So does Only work 8-5? So does everyone else everyone else

Be eager and willing to help at a Be eager and willing to help at a moments noticemoments notice

Be there when they need youBe there when they need you


You can’t You can’t provide provide good good service if service if you or your you or your employees employees believe believe that your that your products products are junkare junk

Real people like to talk to Real people like to talk to real people who are not real people who are not

stupidstupid• Write a script for whoever answers your Write a script for whoever answers your

phonephone Call your own place every few weeks and Call your own place every few weeks and

see how they soundsee how they sound Use a good, live answering service or Use a good, live answering service or

answer it yourselfanswer it yourself Give your personal phone number to Give your personal phone number to

important customers, encourage them to important customers, encourage them to call if they need anythingcall if they need anything

Always call customers back immediatelyAlways call customers back immediately

Caring,Concerned,

Helpful


Responsible

Trust,Reliability,

Value

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Happy employees make Happy employees make happy customershappy customers

• Reward those who do well Reward those who do well Be polite to them and they’ll be polite to Be polite to them and they’ll be polite to

customers. customers. Keep the workplace visibly appealing and cleanKeep the workplace visibly appealing and clean Keep vehicles in good working orderKeep vehicles in good working order If you want to attract superstars, pay them wellIf you want to attract superstars, pay them well When asked on surveys why they liked a job?When asked on surveys why they liked a job?

Most answered . . . they care, nice place to Most answered . . . they care, nice place to work, and they treat me wellwork, and they treat me well

Keep In touchKeep In touch

High volume, important commercial High volume, important commercial customers need personal visitscustomers need personal visits

Teach your customers how to be good Teach your customers how to be good customers; Service Agreements, etc.customers; Service Agreements, etc.

Set up a frequent buyer programSet up a frequent buyer program 91% of customers who’ve had a 91% of customers who’ve had a

problem say nothing . . . To YOU!problem say nothing . . . To YOU!

Make everyone the Make everyone the customer relations customer relations

managermanager

The customer is always The customer is always rightright

Most of the timeMost of the time No matter how isolated the problem may No matter how isolated the problem may

be to you, to that customer, you screwed be to you, to that customer, you screwed up 100% of the timeup 100% of the time

Apologize, then fix it, right nowApologize, then fix it, right now Sometimes you just have to say noSometimes you just have to say no You can’t have all the customersYou can’t have all the customers You don’t want all the customersYou don’t want all the customers

Dealing with Anger

Event

Response

Beliefs

Let them know what you Let them know what you are doingare doing

Don’t do weird thingsDon’t do weird things If you will be making noise, If you will be making noise,

tell them in advancetell them in advance How long will it take?How long will it take? What’s different now?What’s different now?

Look for things or ideas Look for things or ideas that will make life easier that will make life easier

for your customerfor your customer

If you have a good idea, or If you have a good idea, or see that something needs see that something needs attention – SAY attention – SAY SOMETHINGSOMETHING The Training Source, Inc.

www.frankpresents.comwww.trainingzoom.com www.customercareplus.net

MeasureMeasure

• People will naturally do better when you People will naturally do better when you keep score keep score

If you don’t know what you are doing If you don’t know what you are doing wrong, how do you get better?wrong, how do you get better?

Fix things when they do not measure upFix things when they do not measure up Your customers will tell you what you are Your customers will tell you what you are

doing wrong, if you askdoing wrong, if you ask

Develop routines and Develop routines and methods of operation methods of operation

that workthat work• Every time with minimum failure Every time with minimum failure Teach the routines and adjust as Teach the routines and adjust as

necessarynecessary Process map if necessaryProcess map if necessary The more you eliminate variation, The more you eliminate variation,

the better your service or product the better your service or product – – Genichi Taguchi (Set up Toyota Mfg Genichi Taguchi (Set up Toyota Mfg Systems)Systems)

Fun,Friendly,


Caring,Concerned,

Helpful


Responsible

Trust,Reliability,

Value

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loyal they become.



Cigarette smell is a turnoff Cigarette smell is a turnoff to non-smokersto non-smokers

Check your breathCheck your breath Carry an extra shirt or twoCarry an extra shirt or two Women are especially Women are especially

sensitive to smellssensitive to smells Don’t over do the cologneDon’t over do the cologne

Look Good and Smell Look Good and Smell GoodGood

Make yourself uniqueMake yourself unique

Do things that others do not or Do things that others do not or will not do (think outside of the will not do (think outside of the box) box) NewslettersNewsletters Free information Free information CouponsCoupons Gift certificatesGift certificates Picnics, open house, cookoutsPicnics, open house, cookouts

Practice makes perfectPractice makes perfect

Not everyone is born with Not everyone is born with good communications good communications skillsskills

Script out what you want Script out what you want them to say and have them them to say and have them practice with youpractice with you

Sample of a ScriptSample of a Script

The Greeting• Knock on the door, if they do not respond then ring the bell. • Remove sunglasses before you get to the door• Greet them with a smile and a practiced script

• While handing over business card say “Hello Mrs. Smith my name is Frank and I’m with AAA Service Company, I understand you called about your furnace”

• May I come in? Compliment them on their home while putting on shoe covers.

• Confirm with them that they spoke to “jenny” on the phone and then explain service fees, warranty etc.

• Mention any specials that they may qualify for Senior discount, etc., Service Contracts etc

• Confirm method of payment• Ask the customer to explain or demonstrate the problem in

detail. Let them talk, don’t interrupt, let them finish.

Make it memorableMake it memorable


• This is a once in a lifetime experience This is a once in a lifetime experience for the customer, they will remember for the customer, they will remember all of the unusual details – good and all of the unusual details – good and bad bad

Decide to make it special – every visitDecide to make it special – every visit Turn a negative into a positive Turn a negative into a positive Flashbulb memoriesFlashbulb memories

Flash bulb memoriesFlash bulb memories• A flashbulb memory is a memory created in

great detail during a personally significant event, often a shocking event of national or international importance. These memories are perceived to have a "photographic" quality. The term was coined by Brown and Kulik, who found highly emotional memories (e.g. hearing bad news) were often vividly recalled, even some time after the event. This may also include significantly emotional positive events, birth of a child, wedding day, etc.

Fun,Friendly,


Caring,Concerned,

Helpful


Responsible

Trust,Reliability,

Value

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loyal they become.



In Conclusion . . .In Conclusion . . .• Customers expect a

great experience• The more it costs the

more near perfect the experience should be

• People want to feel good about the value of the experience

• Make it memorable

How to contact Frank BesednjakHow to contact Frank Besednjak• [email protected]• Phone: 888-538-5383• Fax: 502-538-2283• Website: www.customercareplus.

netwww.frankpresents.com

The Training Source, Inc.6407 Bardstown Road #272Louisville, KY 40291

customer satisfaction: much more than just fixing or installing stuff

Documents

youthe training source

stuffthe training source

important customers

customers whove

good service

important commercial

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service experience