1. American National Bank & Trust Co. Customer Service... In Action

2. American National Bank & Trust Co. Session Goals Define the customers of ANB and the service they expect. Compare the service ANB provides to the customer’s expectations. Design strategies for implementing a continuous improvement plan for Customer Service.

3. American National Bank & Trust Co. Who are ANB’s customers?

4. American National Bank & Trust Co. What services do customers expect/need?

5. American National Bank & Trust Co. What is quality customer service?

6. American National Bank & Trust Co. Quality Customer service occurs when we identify and exceed our customer’s expectations on a continuous basis.

7. American National Bank & Trust Co. The Rules... Treat other people with respect Produce quality work Do more than the minimum Communicate

8. American National Bank & Trust Co. If your service to customers were perfect, what would it look like?

9. American National Bank & Trust Co. What stops this from happening? What difference does it make?

10. American National Bank & Trust Co. Match Customer’s Experience to Customer’s Expectations Goal

11. American National Bank & Trust Co. Evaluate Improve Evaluate How...

12. American National Bank & Trust Co. How... 1 - Establish partnerships/rapport with customers

13. American National Bank & Trust Co. 2 - Clarify Customer’s Needs/Expectations – Assess the (specific) service provided by ANB? – What can we do better to satisfy the customer’s needs? – What can we do to make certain the customer returns? How...

14. American National Bank & Trust Co. 3 - Stay alert to the changing needs of customers Do what is necessary to meet those needs 4 - Tell the customers what you CAN do for them. 5 - Communicate -- Share with others the details of customer expectations. 6 - Plan -- Include customer feedback/suggestions into the organizational planning How...

15. American National Bank & Trust Co. Ask questions to clarify what the customer expects Use open-ended questions – “How, Tell me, What, Describe...” Take notes Encourage your customer to be honest Resist the temptation to disagree or justify Quantify customer expectations whenever possible May use survey tools such as a questionnaire or the interview

16. American National Bank & Trust Co. Summarize your understanding Allow customer to comment on your summary Help your customer prioritize their expectations Restate what you have heard Check for unspoken expectations -- read between the lines

17. American National Bank & Trust Co. Discuss what you will do Keep the “Anything is possible attitude” Remain flexible; Look for alternatives Avoid making unrealistic promises

18. American National Bank & Trust Co. Discuss what you will do Deal with every expectation Set a time for implementation/completion Work to meet a challenge Delight your customer --

19. American National Bank & Trust Co. Agree on the next steps and set a follow-up date. Ask if all is going well Allows you an opportunity to gather additional information Informs the customer about the outcomes and progress

20. American National Bank & Trust Co. Dissatisfied Customers?...

21. American National Bank & Trust Co. What makes you complain?

22. American National Bank & Trust Co. Complaints are issued when... Did not get the service/product that was promised Someone was rude Believes no one listened to the request No one accepted responsibility for correcting the problem Company representatives presented a "can't do" or "negative" attitude

23. American National Bank & Trust Co. Research shows that dissatisfied customers tell 11 other people who then tell 5 other people - - 67 people learn about one bad experience

24. American National Bank & Trust Co. Words... Some make it worse... Some make it better...

25. American National Bank & Trust Co. "Orange" Words that trigger the Customer "No," "It's impossible," or "Never" -- “Policy"

26. American National Bank & Trust Co. "Orange" Words that trigger the Customer "I can't" or "No way" "They" -- – Who is "they"? Use "I" and "we"

27. American National Bank & Trust Co. "Orange" Words that trigger the Customer The computer" -- "But" -- Disregard everything that came before the "but." "Problem" -- see it as an opportunity "That's not my problem." "My department doesn't handle this."

28. American National Bank & Trust Co. Words that work... "I'm sorry" -- Take responsibility "What may I do to help you?" "I'll find out." "It was a mistake and we will take care of it by _____." "Thank you."

29. American National Bank & Trust Co. Resolving Customer Dissatisfaction Research findings indicate that people handle complaints/criticism by – defending the situation; – retaliating; or running away (avoiding the discussion) or – accepting the comments.

30. American National Bank & Trust Co. Five Tricks...

31. American National Bank & Trust Co. Goals for Resolving Customer Dissatisfaction Defuse the angry feelings Do something about the complaint Use the customer's feedback to improve quality for all your customers Remain courteous

32. American National Bank & Trust Co. Acknowledge the customer's dissatisfaction... Give the person your undivided, active attention Get on the same level physically Pace your response Listen carefully with understanding Use appropriate body language

33. American National Bank & Trust Co. Acknowledge the customer's dissatisfaction... Do not blame or make excuses Avoid agreeing or disagreeing with complaint Simply recognize the customer's feelings Show that reaction is important to you

34. American National Bank & Trust Co. Allow customer to blow off enough steam to be able to discuss the facts of the case Consider taking the person to a private place Acknowledge the customer's dissatisfaction...

35. American National Bank & Trust Co. The Customer Service Strategic Plan needs a Team!

36. American National Bank & Trust Co. Your Turn...

37. American National Bank & Trust Co. Define the VisionDefine the Vision Set the TimetableSet the Timetable Assign the PeopleAssign the People Identify the ActionsIdentify the Actions Review the Current SituationReview the Current Situation

38. American National Bank & Trust Co. Strategies... Implementation... Continuous Improvement... What are the strategies for your office? How would you put the ideas into action? Evaluate / Improve / Evaluate

39. American National Bank & Trust Co. What about you? “You cannot serve others until you have taken care of yourself.” You cannot give what you do not have.” You can’t come back from somewhere you ain’t been.” – Dr. William Purkey, University of North Carolina

40. American National Bank & Trust Co. Know your customers Exceed their expectations Take care of yourself Enjoy the Ride

41. American National Bank & Trust Co. REFERENCES AT & T References. Bramson, Robert. Coping with Difficult Poeple. New York, 1981. Cannie, Joan Koob with Donald Caplin. Keeping Customers for Life. American Management Association, 1991. Farrell, Thomas J. Effective Telephone Skills, HBJ, 1990. Garner, Patricia A. Using the Office Telephone Effectively, Regents/Prentice Hall, 1993.

42. American National Bank & Trust Co. Heckler, Lou. “Achieving Excellence.” The Best of Career Track, 1987. LeBoeuf, Michael. How to Win Customers and Keep Them for Life. New York: G.P. Putnam’s Sons, 1987. Neal, Dorothy A. Telephone Techniques, Glencoe, 1991. Pekas, Mary. Telephone Mastery, Paradigm, 1990. Tschohl, John. Connections--Practice for Excellence, Path to Success. 1993. Winning on the Telephone, American Management Association.

43. American National Bank & Trust Co.