1. Customer Service Certification
NMHU Organizational Development Week

2. Agenda Video (Workplace and Customer Service) History of Las Vegas
Questions and Answers

3. NMHU Video Workplace Development
School of Business Administration Students
Customer Service Role Playing

4. History Timeline Pre1590 (Pecos & Taos Pueblo)
Native American
Pueblo (Pecos, Taos and Tecolote)
Apache
Comanche
All Plain tribe came through here
Comancheros
– Early Spanish traders
Ciboleros
– Buffalo hunters (Spanish Mora – Lubbock)
1590 Coronado expedition across the Gallinas River

5. History Timeline 1680 1700 1821 1835 San Miguel del Vado
1st village established North East of Santa Fe
1700
French/Spanish trading
1821
Mexico wins independence from Spain
Land Grant applied for by C de Baca
To Spain, yet granted by Monterrey, Mexico
Evolution of the Santa Fe Trail ( )
Trade flourished: $15,000; by 1860, $3.5 million, (or more than $53 million in today’s dollars)
1835
Nuestra Senora de Dolores de Las Vegas Grandes (during Mexican Territorial Period)

6. History Timeline 1836 1846 1848 Texas Wins independence form Mexico
Mexican-American War
1848
Americans Claimed NM, AZ, CO, UT, CA, NV, and TX
Treaty of Guadalupe Hidalgo
General Stephen Watts Kearney
Announced US Territory (form the roof of the Dice Apartments - northeast of the plaza)

7. History Timeline 1879 Railroad in Las Vegas
Land is purchased on the East side since the West land values is high and Hispanic owned
Railroad increased American Influence
Jesse James
Billy the Kid
Doc Holiday
Pat Garrett
Vicente Silva
1882 East (Victorians homes)and West Las Vegas (Adobes homes)
1893 NMHU Established
1970 Consolidated City (Fire, Police, Gov’t)
Today we still have two School Districts

8. Customer Service Outline
Importance of Customer Service
Study and Articles of Customer Service
CS a Practical Approach
Steps of CS Improvement
Conclusion and Recommendations
Phone
Face to Face
Facility Layout
Discussion

9. Importance of Customer Service
A customer must perceive that they are the most important person on our premises. The customer is not dependent on us in any way and we are not doing them a favor by serving them. They our doing us a favor by using our services (products) and giving us a chance to serve them.
w/o customers we have no business w/o bus no job
GOOD FAIR BAD
Differ, it can be your org. biggest strength
Does your business have competition YES - Who – others – local, regional, national, and global Internet around the world

10. Importance of Customer Service
The Reality of Customer Service
Bad service
A person will tell 9 of 10 they meet about it
13% tell an avg. of 20
Good service
A person will tell an average of 4 people about it
Only 4% will ever complain about bad service.
For every 1 that reports poor service, 26 are unreported.
What do you lose (1 person for a lifetime of sales and their referrals)
What does a customer look for:
Value = Fair Price+Quality+CS
The 96% will quietly go away and take their business else where
Worth of losing one
Autos -200K
Grocery 234K
Optic .50 * 365 = years $$$7, years $600 year sub $75 * 40 =$$$3,000
Adv revenue (most)
Are you in for the long haul?
Treat customers beyond their expectations and they will return
Mistreat a customer and that will be the last time you see them
Good service (customer tells 9 others)
Bad service (customer tells 32 others)
Customer, employee, and owner/management triad

11. Importance of Customer Service
Focus on the customer
67% stop using a business due to indifferent employee treated them poorly
Five time more likely to leave due to poor service than product quality
96% never complain about rude or discourteous service but….
91% will never again buy from that business
Tell their “horror story” at least 9 times
13% of them tell it at least 20 times
It cost five times more to attract a new customer than keeping an existing one
Why a customer stop doing business
1% pass away
3% move away
5% develop other relationships
9% leave for competitive reasons
14% are dissatisfied w/ product
68% due to attitude and indifference of ONE single employee

12. Importance of Customer Service
If you lose ...
Spending
$5 weekly
$10 weekly
$50 weekly
$100 weekly
1 customer a day
94,900
189,800
949,000
1,898,000
5 customer a day
474,500
4,745,000
9,490,000
10 customer a day
18,980,000

13. Study and Articles of Customer Service
Management’s Commitment
Constant
Rewarded
Walk the talk
Accountability
Valued
Reinforce behavior with immediate recognition
Lead not just manage

14. Study and Articles of Customer Service
Employee’s Commitment
Accountability
Consistent and fair w/ each other
Positive Attitude
Owning our own behavior
Professional vs. personal
Serving the customer

15. Study and Articles of Customer Service
Not a Program it is a Service Mindset
Good Leaders treat their employee as customers
After social exchange ask yourself how you would I have felt after the exchange.
A-to-Z of Customer Service (hand-out)
In many studies Empathy is one of the best tools (put yourself in the customers shoes)
Since 96% will not say ask yourself

16. Practical Approach Seven Steps to Successful Customer Service
1.Total Management Commitment
2. Get to Know Your Customers
3. Develop Standards and Service
Quality Performance
4. Hire, Train and Compensate
Staff
5. Reward Service Accomplishments
6. Stay Close to Your Customers
7. Work Towards Continuous
Improvement

17. Practical Approach 6 Steps to Great Customer Service
1. Drop Everything to Answer
, Phone or Whatever…
2. Do a Little Extra
3. Keep Your Promises
4. Address Problems Immediately
5. Follow Up On Problems,
Questions, Etc.
6. Personalize Communications

18. Practical Approach Customer Satisfaction in 7 Steps
1. Encourage Face to Face
Dealings
2. Respond to Messages Promptly
& Keep Your Clients Informed
3. Be Friendly and Approachable
4. Have a Clearly-Defined Customer
Service Policy
5. Attention to Detail
6. Anticipate Your Client’s Needs & Go
Out of Your Way to Help them Out
7. Honor Your Promises

19. Practical Approach 12 Steps to Improving Quality of Customer Service
Adopt a Philosophy
Communicate and Practice the Philosophy
Establish External & Internal Customer Needs
Establish a System of Measuring, Monitoring, and Tracking Customer Satisfaction
Train Workers So That They Can Be of Maximum Assistance to Customers
Empower Workers to Make Some Decisions within the Locus of Their Work

20. Practical Approach
Use Employee Teams to Motivate and Encourage worker Participation
Involve Employees in Strategic Planning & Decision making Activity
Allow Workers to Participate in Designing Customer Contract Strategies
Establish a Written Customer Service Guarantee Policy
Cultivate a Physical Environment and Organizational Culture
Avoid Complacency at All Costs!

21. Practical Approach Six Steps to Excellent Customer Service
1. Impress Prospects and Clients with Professional Proposals & Documents
2. Keep in Touch During the Project
3. Guarantee Your Work
4. Learn to Manage Complaints
5. After the Project is Completed, Give the Customer A Gift
6. Stay In Touch

22. Bottom Line of Customer Service
When we reach out to our customers (empathy)
When make our customers feel at home.
When we make our customers feel they are getting their money’s worth – and more
When we show we care
When we give the right advise (they know that we know what we are talking about)

23. Bottom Line of Customer Service
When we recognize our customers
When we take responsibility
(raise the responsibility by what you expect)
When we make our customers feel special
When we make mistakes we make it better than before we add value
When we keep the promises we make
We say thank you clear and loud

24. Phone – Customer Service
Did you know that a caller to your employment can tell and perceive your mood and even if there is a smile on your face by the tone of your voice.
Phone Etiquette
Company’s name
Employee’s name
How may I (help, serve, assist) you
Listen
(jot the callers name down – and use the callers name in the discussion many times if possible)
When wanting a different person (it is ok to ask – May I inquire as to whom is calling (and or the issue)?
If placed on hold (example: Sorry for the wait that department is working on a deadline – May I please take a message
Transferring Calls (always give the call the extension number in case they need it later)
Thank them for calling!
Greeting
Answer Promptly
Ideally within 3 rings
Put a smile on your face
Speak clearly
Identify yourself
Use the customer’s name whenever possible
Say “thank you”
Be attentive to the customer’s needs
Putting calls on HOLD
Ask permission
Try not to leave the customer on hold for more than 30 seconds
It feels like a long time and wishes to hang-up
Transferring Calls
Give name and number of person you are transferring to
If the party is not there:
Offer to help
Take a message
Deliver the message
Follow up

25. Customer Service Factors

26. Face - Customer Service
Face to Face
Respect
Kindness
Consideration
Empathy
Friendly and effective service
Honesty and feelings of pride
Use examples to assist customers
In many studies Empathy is one of the best tools (put yourself in the customers shoes)
Since 96% will not say ask yourself

27. Customer Service Factors

28. Facility - Customer Service
Facility Layout
Customer service area
Comfortable
Visional designation between work and customer area
Tickets Scheme
Give employee all five tickets at start of the month
Employees give their peers a ticket when they see them performing great Customer Service or “going beyond the norm”
Everything that you can use
Build trust with customers w/ service
Reinforce the need of treating customers right

29. Conclusion/Recommendations
Customer Service Area
Complete buy in by management and staff.
Reward going the extra mile
Perception Fairness