Our Facilities Appearance of our people Service Attitude of our people Our treatment of each other
Divide into small groups Discuss your best and worst service stories (outside of MUSC) List 3 top traits or events (be specific) that created the exceptional (and then some!) or horrible service. Be prepared to share The McNair Group
Rude Indifferent Yes…and then some! Exceptional = Yes…and then some! The McNair Group
Rude -- 5% Indifferent – 80% Exceptional = Yes…and then some! – 15% What are the %’s in your area?
“Very Satisfied” are six times more likely to return, refer others to you, and/or to use other services within F&A!!! 68% of customers don’t return because of service The McNair Group
In 7 seconds of contact, a customer forms 11 impressions about you and your department And..they make 1 of 3 decisions: They like you They dislike you They are indifferent The McNair Group
Bland OK Sure Yeh I’ll check on it I think so I’ll see if we can Yes…and then some! Absolutely! I can help you with that! You’ve come to the right place! We can take care of everything you need!
What is your ZONE? Commit to 10/5! The McNair Group
The “ESEE” Approach E ye Contact S mile E ngage E mpathize The McNair Group
Words = ____ Tone = ____ Physical Presence = ____ The McNair Group
Reliability -- Consistency & follow-thru Responsiveness -- Anticipate needs Feeling Valued -- “We appreciate you” Empathy -- Understanding their side Competency -- Knowing our jobs Dealing with ONE person The McNair Group
Reliability Responsiveness Feeling Valued Empathy: understanding their side Competency Dealing with ONE person
Serving PEOPLEYes!OKMissedRank 1,2,3,4,5 NOTES A. First Impressions 10/5 Rule 5 Eye Contact 5 Smile 3 Introduce self 0 B. Gathering Info Listened Well 4 Key Fact Find 3 Note Taking 0 C. Review/Respond Restate Name 0 Yes! Key Words 3 Empathy 1 Smile Continues 3 D. Renewal Resolved Need 4 “And then some” 0 Thank You 3 Personal Close 3 E. Total Score 37 of 75 = 49%
Where is your Guage? Billy Graham makes someone’s day The McNair Group