1. Who are customers? Internal External
All those who rely on you completing your task
External
All who pay your company for goods or services
Find 3 examples of each for each person
What would happen if the customers service “chain” was broken?
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2. What is customer service?
All value-added features
Covers:
Attitude of staff
Policies
Service
Product knowledge
Communication
Courtesy
Quality
Activity first:
Ask for an idea from everyone. Discuss how everyone’s idea is different & how they are the same. Try to find some key points that link up with msg = value added, but different things to different people
Customer service is different things to different people
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3. What is good customer service?$
Activity on page 258
Look for examples
Good customer service is made up of:
20% = polite staff
80% - system to do the job right the first time (Raving Fans)
Good customer service is service that meets and exceeds the customer’s expectations
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4. What does good customer service do?
Creates a win/win situation
Maintains and improves customer relationships
Benefits the customer and the company
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5. The cycle of good customer service
If you are good to your customer, they’ll keep coming back because they like you.
If they like you, they spend more money
If you treat them better, they keep coming back
If they spend more money, you want to treat them better
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6. Benefits of Good Customer Service
Company
Staff
Pleasant business experience
Increased efficiency
& effectiveness
A trusted place to do business
Referral for next type of business
Return business
Increased profit
Differentiates business
Gives competitive edge
Increase efficiency & effectiveness
Job satisfaction
Increased self esteem
Possibility to share in increased profits
Do Butcher’s paper. Think of experience of good customer service & think of what benefits were achieved
Benefits:
It’s easier to keep customers than get new ones
1994 Telestra porject fount 68% of people stopped dealing with a coy that showed little or no interest in them
What price is price??
Dissatisfaction travels faster than satisfaction & is remembered longer
Activiey: Ask class last time they wrote to a coy to compliment? Discuss bad expereiences. Who was harmed?
If complaints are handled well, 70% of customers will be retained. (book)
Activity: Page 258
Effective customer service is a benefit for everyone
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customer service

7. How is good customer service achieved?
Know your company’s objectives
What does the company want to achieve?
What is the reality?
What needs to change?
Know what your customers want
Ask the customer what they want
Find the most important 3 things
Relate it to the company’s objectives
Deliver the vision PLUS 1%
Find one small, instant change & do it
Change what is delivered & how it is delivered
Know what criteria your customers will use to judge you & exceed it by 1%
Establish procedures & standards
20% = people, 80% = procedures to make it happen
Check with your customers regularly
Create “templates” & standards for service”
Workshop 3 examples:
Hairdresser – customers want image
Corner store – customers want basics at cheap prices
Specialist car repairs – customers want knowledge & skill
When establishing procedures, focus on CUSTOMER BENEFIT not product feature
Customer big c:
Convenience
Trading hours, environment, location, delivery, financial terms
Consistency
quality & service
Consideration
Attention & Staff
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customer service

8. Let’s Review
Customers are both paying external people & staff who rely on you
Customer service is all value added features & is valued differently for each customer
Good customer service is meeting and exceeding customer’s expectations
Good customer service benefits the customer, the company and the staff
Good customer service is achieved by:
Knowing your company’s goals
Knowing what your customers expect
Creating a vision & adding 1%
Create standards & procedures to maintain this
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