The Colors of Customer Service

The Colors of Customer Service

Karla EdwardsRay Linder

“Have you ever . . .?”

• Have you ever been at a restaurant where you loved the server but your friend didn’t?

• Have you ever felt like you were getting excellent service that you didn’t want?

• Have you ever wished the sales clerk wouldn’t greet you so enthusiastically?

• Have you ever stayed loyal to a product or service that was overpriced or inconvenient?

Why Does It Matter?

“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.”

Jerry FritzCustomer Service Trainer

CEO, Power to Wow

Why Does It Matter?

71% of business leaders believe that customerexperience is the next corporate battleground.

(Shaw & Ivens)

Why Does It Matter?

91% of unhappy customers just leave and say nothing

1 word of mouth = 600 ads!

Costs -35%Revenue +35%

Why Customers Leave

3% business moved5% preferred competitor’s product 9% price increases14% dissatisfied with product/service31% total

69% left because of poor serviceWhite House Office of Consumer Affairs

Why Does It Matter?

• 55-58% customers will always or often pay more for the experience:– Apple– Starbucks– Disney

Why Does It Matter?

“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end of the

day and totally human terms. Perception is everything.”

Tom Peters

Why Does It Matter?

“The more you know what makes you tick; the more you know about what makes others tick . . . the more empowered you become to control outcome of your relationships".

Elias Porter

What is “excellent” Customer Service?

EXCELLENT CUSTOMER SERVICE

Concern for the Protection, Growth and Welfare of Others

BLUE ALTRUISTIC–NURTURING

Be friendly

Listen respectfully to my needs

Understand me and my needs

Value me even if I’m a new customer

Empathy – my needs matter as if they were yours

RED ASSERTIVE–DIRECTINGConcern for Task Accomplishment, Concern for Organizationof People, Time, Money and Any Other Resourcesto Achieve Desired Results

EXCELLENT CUSTOMER SERVICE

Fast and effective – “get in, get out and get on with my day”

Be prompt

Straightforward, bottom-line communication

Delivers without excuse

Take ownership and be accountable

Concern for Assurance That Things Have Been Properly Thought Out Concern for Meaningful Order Being Established and Maintained Individualism, Self-Reliance & Self-Dependence

GREEN ANALYTIC–AUTONOMIZING

EXCELLENT CUSTOMER SERVICE

Answer their many questions

Be well-informed

Do NOT give incorrect information – it’s better to say, “I don’t know.”

Being right is more important than being nice

Give them space - let them initiate and control the interaction

HUB FLEXIBLE–COHERINGConcern for FlexibilityConcern for the Welfare of the GroupConcern for the Members of the Group and for Belonging in the Group

EXCELLENT CUSTOMER SERVICE

Thoughtfulness + follow-through + empathy

Have a balanced, effortless approach

Make the relationship feel like a partnership

Identify and ensure a payoff for both parties

Resourceful, especially when meeting unanticipated challenges

RED-BLUE ASSERTIVE–NURTURING

Concern for the Protection, Growth and Welfare of Others Through Task Accomplishment and Leadership

EXCELLENT CUSTOMER SERVICE

Make them feel unique, special, valuable

Take ownership with an enthusiastic “Can Do!” attitude

Friendly – and happy!

Give them options for them to choose from

Clear and prompt support that respects their time

RED-GREEN JUDICIOUS–COMPETING

Concern for Intelligent Assertiveness, Justice, Leadership, Order, and Fairness in Competition

EXCELLENT CUSTOMER SERVICE

Let them pursue a relationship with you rather than you with them

They want to be in control of the process

Be available ONLY when needed They want to learn something so

they know what to do in the future Be problem-focused rather than

person-focused – smart more important than kind

BLUE-GREEN CAUTIOUS–SUPPORTINGConcern for Affirming and Developing Self-Sufficiency in Self and Others, Concern for Thoughtful Helpfulness with Regard for Justice

EXCELLENT CUSTOMER SERVICE

Listening thoughtfully

Allow for many questions

Don’t pressure or move the process to quickly

Allow them time to consider the data AND the relationship

A system that functions in a caring and equitable way

THE PERSON WHO KNOWS THEIR ABCS:

ASSESS-BORROW-CONNECT

Who Gives Excellent Customer Service?

Service Recovery

Making Wrongs Right

Cost of Service Recovery

6 to 10 times more cost to attract new customers than to retain existing ones

Correcting failed services

Lost &

Found

$20,000 to replace items at a regional hospital

1st Stage of Conflict is Key

• You MUST stay in Stage 1

• Be self-aware of your triggers

• Be self-aware of your Stage 1

• Get back into Assess-Borrow-Connect mode!

ExerciseHow Do You Recover Service for Each Color?

Service Recovery by Color• Blue: “Make it right without me getting

upset.”

• Red: FIX IT! NOW!

• Green: Knowing that there is a structure supporting the solution

• Hub: We’re back in balance – the relationship is win/win

Service Recovery by Color

• Red-Blue: “Make it right without me getting upset.”

• Red-Green: “Tell me how to prevent it from happening again.”

• Blue-Green: Clear, rational (i.e. with a solution) and authentic apology

Why Does It Matter?

“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end of the

day and totally human terms. Perception is everything.”

Tom Peters