Super Simple Steps to Superior Service! Will Cauthen, MBA QS/1 Data Systems SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016 Why are you here?

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE How we serve our customers is a direct reflection of how much we value them and, in turn, how important our job is to us. SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE As utilities, we often don’t face direct competition, but we should strive to serve our customers well. SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE What’s in it for ME? SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016 Happier Customers Improved Customer Service/Skills Lower Customer Negativity Professional Retention More Pleasant Workplace

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016 Super Simple Steps to Superior Service

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 1. Smile! On the phone or in person, the quickest way to communicate positivity to your customers is by smiling. Physiology matters! Eye Contact shows more than you know! SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016 Super Simple Steps 1.5. Answer the phone like a BOSS! Hello, thank you for calling ABC Water, this is ________, how may I help you? Get permission for holds and transfers. Speak slowly and clearly. Repeat phone numbers on voic s.

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 2. Put yourself in the customer’s shoes Once a week, walk in the customer entrance Call your office, visit your website Are we providing up-to-date and clear information? SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 3. Do not take it personally! When a customer is angry, it is rarely at you. Try to determine where their anger is directed. Is it a problem that we need to address? Are they mad at themselves for not paying a bill on time? SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 4. Treat customers like your Grandma! Would you tell your grandma that you can’t help her? Would you close the doors a few minutes early with Grandma in the parking lot? SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 5. Problems are gifts! When a customer brings a problem to your attention, treat it like your own until it is resolved. Not my problem… Here’s that phone number… You can try to call back later… SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 6. Act like you love your job! Soon enough, you actually will. Think of the last person that served you in a restaurant or other business. Can you guess if they love their job? SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 7. The choice is yours! You have a choice with every interaction to make someone’s day better or worse. Which do you choose? SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 8. Sometimes, the customer IS wrong! There is no place for personal attacks, threats or profanity. SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 9. Silence is Golden! When a customer is expressing a concern, take the time to listen. It is easy to fall into the practice of thinking of our response instead of listening. Listen, repeat what the customer has said, verify that you understand, then consider your response. SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Super Simple Steps 10 & 11. Your parents were right! If it is worth doing, it is worth doing right. Being excellent at your job is not that much harder than being adequate, and pride is the payoff. Allow yourself to make mistakes! Forgive yourself and learn from the experience. SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Thank you! Questions? Will Cauthen, MBA x 7034 SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE QS/1 Software – SCRWA Program Utility Billing Software Internet & Automated Phone Payments Financial Software Payroll Software Bill Printing & Mailing SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE How do you measure customer satisfaction? SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Census: Surveying every customer Sample: Surveying a representative group SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Method of Survey In person Over the phone Direct mail or insert with bill Internet based SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Types of Questions Open-ended What can we do to better serve you in the future? SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Types of Questions Closed-ended On a scale from one to ten (ten being very satisfied, and one being completely dissatisfied), how would you rate your experience with our customer service? SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Results of Survey Share the results Discuss where improvement can be made Plan for ways to measure affects of change SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Making Changes It is in everyone’s best interest that we have satisfied customers! Happier customers mean happier workplaces! Make the process open and honest! SCRWA Office Pro Columbia, SC March 23, 2016

CUSTOMER SERVICE Making Changes You have to be excited and positive about the customer service process. Your employees will pick up on your energy and react accordingly. SCRWA Office Pro Columbia, SC March 23, 2016