Customer Service Customer Service Owned by Matt Bandoni M.J.D. Customer Service Consultants
Customer ServiceCustomer Service
Owned by
Matt Bandoni
M.J.D. Customer Service Consultants
ObjectivesObjectives
Practice and learn to handle difficult objections
Shorten the customer cycle for first time callers
Gain valuable insights into client concerns and relationships
ObjectivesObjectives
Learn to be proactive rather than reactive
Learn to show empathy Gain agreement from unhappy clients
Work as a team when dealing with customer concerns
AgendaAgenda
IntroductionProgram objectives/agenda reviewWhat is customer service?
– Implementing a fully integrated customer service system
Keeping your customers satisfiedCustomer service versus football
Agenda Cont….Agenda Cont….
Teamwork in a customer’s worldDeveloping and setting high standardsPositive and negative customer experiencesCustomer expectations
Why Is Customer Service So Why Is Customer Service So Crucial?Crucial?
Today’s customers are highly intelligent and have extremely high expectations
Many products all stores can get, service levels are what separate great organizations from the competitors
How Does the Company How Does the Company Benefit?Benefit?
Employees that are better equipped to handle customer service have less turnover and higher job satisfaction
Define Quality?Define Quality?
qual·i·ty (kw l -t ) KEYa. An inherent or distinguishing
characteristic; a property. b. A personal trait, especially a character
trait: "The most vital quality a soldier can possess is self-confidence" (George S. Patton).
Everyone will have their own definition
How Do Some Companies How Do Some Companies Solve This ProblemSolve This Problem
Invest tens of thousands of dollars to study the problem, when we already know what needs to be done
Practice apathy and ignore all problemsContinue to lose more business daily
What Should M.J.B. What Should M.J.B. Consultants Do About This?Consultants Do About This?
We need to take action to help improve the
quality of service that you deliver
What Happens When There Is a Gap What Happens When There Is a Gap Between What the Customer Expects, Between What the Customer Expects,
and What They Receiveand What They Receive A study conducted by BenchmarkPortal found:
96% of unsatisfied customers do not directly complain
90% will not return to the establishment1 unhappy customer can tell 10 more 13% will tell at least 20 people
What Is Customer Service?What Is Customer Service?
Research, sales, marketing and public relations applied at the most basic level.
The basis for one-to-one customer relationship building.
An avenue for future and current profitability.
Customer ServiceCustomer Service
Customers are the life-blood of any business -so providing great customer service is critically important.
Customer ServiceCustomer Service
Customers expect the same quality that you would expect to receive.
Keeping the customer satisfied needs to be the goal of everyone in the
organization.Memory ActivityRemember all Pictues
How Does Dramaturgical Theory How Does Dramaturgical Theory Apply to Customer Service?Apply to Customer Service?
Dramaturgical theory suggests that a person's identity is not a stable and independent psychological entity
But is constantly remade as the person interacts with others.
Implementing a Fully Integrated Implementing a Fully Integrated Customer Service SystemCustomer Service System
Quality customer service begins when management’s customer service values are reflected through front line staff.
Even Online Customer Support Is Falling Short.
A study conducted by BenchmarkPortal found:
• 51% of companies did not respond to inquiries at all
• Of those that did respond, 70% failed to respond within 24 hours
• 79% responded with an inaccurate and/or incomplete answer
Keeping Your Customers Keeping Your Customers SatisfiedSatisfied
The more employees that know about the goals of the company as a whole, the better they feel about their job
Keeping Your Customers Keeping Your Customers SatisfiedSatisfied
Internal customer relations is designed to build and maintain the critical skills necessary to be a dynamic and successful service professional
Football Compared to Customer Football Compared to Customer ServiceService
One way a football quarterback enables his team to execute successful plays is by making sure every player understands what his teammates are doing in the play
Football Cont….Football Cont….
Members of a football team do not advance the ball by keeping their plans secret from one another. Colleagues in a company do not advance their plans by withholding information or assistance from one another
Dealing With the Difficult Dealing With the Difficult CustomerCustomer
Identify the forces that compel people to be difficult
Examine and practice essential communication skills
Turn conflict into cooperation, emotion into reason, and hidden agendas into honest dialogue
Dealing With the Difficult Dealing With the Difficult CustomerCustomer
Develop strategies for dealing with the 10 most difficult customer behaviors
Identify and alter their own difficult behavior
You and Your Inside CustomerYou and Your Inside Customer
Identify personal behavioral tendencies Assess opportunity areas for skill development Determine factors that create internal customer
dissatisfaction Practice techniques to improve active listening
skills
The EndThe End
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