Jaren Crane Jason Bilanzich Alex Garrard Kathryn Johnson

Customer Service Training

Overview

*Walmart Jeopardy!

*Customer Service Q & A

*How can I Become a Great Employee?

*15 Minute Break

*Why Is the Customer important?

*The Importance Of Feedback

*Conclusion

Jeopardy Questions*Who established Walmart?

*What year was the first Walmart built?

*What is Walmart’s Mission Statement?

*How many times has Walmart’s logo been redesigned?

*What year did Walmart make it’s first Billion Dollars in sales?

*How many Walmart stores are currently operating?

Jeopardy Answers

*Wal-Mart was established by Sam Walton.

* The first Walmart opened on July, 2, 1962.

*Walmart’s mission statement is “saving people money so they can live better.”

*Walmart’s Logo has been redesigned six times.

* In 1980 Walmart reached $1 billion in annual sales, faster than any other company at that time.

* Today Walmart serves 200 million customers each week at more than 10,000 stores in 27 countries.

“The two most important words I ever wrote were on that first

Walmart sign “satisfaction

guaranteed” 

-Sam Walton-

Customer Service Q & A

*What Does Value mean?

*How do you like to be treated as a Customer?

*How can you tell if you have been “satisfied” as a Customer?

*What does “excellent service” mean to you?

*What does it mean to be a great employee? What does it mean to be a customer?

How can I Become a Great Employee?

*Treat each customer as an honored guest.

*Go the extra mile.

*Take ownership of customer requests.

*Listen closely to what a customer has to say and then offer a solution.

*Sincerely compliment the customer and use their name when appropriate.

15 Minute Break

Why is the Customer important?

Every Life Has A Story

Video Discussion

*How can we relieve the problems that customers may be experiencing?

*Why is it important to not only treat customers as valued guests, but employee’s also?

*Why should we care about the Customer?

The Importance of Feedback

“There is only one boss. The customer. And he can fire everybody in the company

from the chairman on down, simply spending his money

somewhere else.”

-Sam Walton-

Why Should We Be Concerned About

Feedback?*On average, one customer in four is dissatisfied with some aspect of a typical transaction.

*Only 5 percent of dissatisfied customers will bother to complain to the company.

*The rest who remain silent generally take their business elsewhere.

*Today unhappy customers can post their complaints to thousands of people online.

*News of bad customer service can spread fast, so giving excellent service should be our top priority.

Feedback Commitment Levels

Metric-Conscious

Active “Listeners”

Reluctant-Compliant

Levels of Feedback Commitment

*Reluctant-compliant: Where companies may offer customers a “feedback card” but the effort is halfhearted.

*Active Listener: These companies are genuinely open to hearing from customers.

*Metrics-conscious: This level of feedback commitment involves taking customer comments and measuring and tracking them.

Conclusion*Remember the difference between an

employee and a customer.

*Don’t settle being just another employee, be a great employee!

*Remember that each customer has a story, treat them as a valued guest.

*Go the extra mile with or without customer feedback.

References*Walmart Logo’s, history, and mission statement were found on their official

website.

http://corporate.walmart.com/our-story/heritage/history-timeline

*Customer Service info and charts were found in

“Customer Service: Career success through Customer Loyalty” Sixth Edition, by Paul R. Timm. Pages 125-127

*Chick-Fil-A Logo and Video were found on their official website.

http://www.chick-fil-a.com/Story

* Sam Walton quotes were found on “pissedoffcustomer.com”

* Jeopardy Logo was found on Wikia.com

http://gameshows.wikia.com/wiki/File:Jeopardy!_Logo.png