“Leading the Way to Better Customer Service.” Customer First! “Leading the Way to Better Customer Service.”

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What is your organizations strategic focus? Innovation Operational Excellence Customer Satisfaction ________________________________________________ Food for thought… Know your focus. Take steps to accomplish your focus. Measure your progress.

Focusing on Customer Satisfaction I. Why it’s Important to Develop & Maintain Customer Relationships II. How to Better Understand Customer’s Perspective III. Ways to Communicate Positive & Helpful Information

Customer First! Expectations Remaining ___________ at all times in my dress, speech and tone. Having ______________ not apathy. Valuing my ______________with the customer. Making sure the customer is ______________ of major progress. Respecting the ______________. Speaking ______________ about my colleagues. Taking ______________ in my work. Looking for continuous ______________ opportunities. Keeping an open ______________ to constructive criticism. Setting and ______________ personal goals.

I. ‘Why’ it’s Important… Customer Relationships “If we don’t take care of our customers, someone else will.” Unknown “The number one reason a customer will not use a service more than once, is because of ‘no customer contact strategy’….” Richard Barnfied TECHINSURANCE September, 2006 “More states are getting more help from the private sector. They’re finding that privatization is cheaper, more efficient and often gets better results. The Kiplinger Letter Forecast for Management Decision-making October 20, 2006 ________________________________________________ Food for thought… Are you aware of industry trend towards outsourcing? What does your customer expect from you? List as many customers by name as you can.

II. ‘How’ to Better Understand Customer’s Perspective “Every great business is built on friendship.” J. C. Penney Empathy /em–pa–thE / “Being aware of…and vicariously experiencing the feelings, thoughts, and experience of another” Apathy /a-pa-thE/ “Lack of feeling, interest or concern” Merriam-Webster Dictionary Exercise 1: The Good, Bad and Ugly Discuss ‘Good, Bad and Ugly’ Customer Service Experience Select one of each to share with the class ________________________________________________ Food for thought… What’s the difference between Empathy and Apathy? Reflect on your personal experience with good and bad customer service. Practice trying to ‘identify’ with the customer.

III. ‘Ways’ to Communicate Positive & Helpful Information “The first impression is a lasting impression.” Unknown Projecting a Professional Image and Building Trust through: Personal Appearance Body Language Tone Word Choice “Well done is better than well said.” Benjamin Franklin Exercise 2: Negative vs. Positive List some ‘Negative’ Phrases or Words List some counter ‘Positive’ Phrases or Words ________________________________________________ Food for thought… Do you take pride in how you appear? Ask yourself, “Would you leave the house with ‘you’ in it?” Remember to present even negative news in positive terms.

‘Not My Job’

Tips for Leading the Way! Here are tips for leading your employees toward improving customer service delivery: Set standards and state priorities for resolving customer issues. Be a for customer service behaviors and attitudes. Respond with a sense of to customer requests. Demonstrate the ability to see issues from the perspective. Take responsibility for resolving customer issues. employees on customer service techniques. Involve employees in the of service delivery models. Empower staff to resolve problems and complaints at the level. Reward in the pursuit of excellent customer service.

Tips for Leading the Way! Here are tips for leading your employees toward improving customer service delivery: Set standards and state priorities clearly for resolving customer issues. Be a role model for customer service behaviors and attitudes. Respond with a sense of urgency to customer requests. Demonstrate the ability to see issues from the customer’s perspective. Take personal responsibility for resolving customer issues. Train employees on customer service techniques. Involve employees in the development of service delivery models. Empower staff to resolve problems and complaints at the lowest level. Reward creativity in the pursuit of excellent customer service.

Customer First! Pledge I pledge to do my best matter the circumstance to ensure that the customer is first by: Remaining at all times in my dress, speech and tone. Having not apathy. Valuing my with the customer. Making sure the customer is of major progress. Respecting the . Speaking about my colleagues. Taking in my work. Looking for continuous opportunities. Keeping an open to constructive criticism. Setting and personal goals.

Customer First! Pledge I pledge to do my best no matter the circumstance to ensure that the customer is always first by: Remaining professional at all times in my dress, speech and tone. Having empathy not apathy. Valuing my relationship with the customer. Making sure the customer is aware of major progress. Respecting the process. Speaking positively about my colleagues. Taking pride in my work. Looking for continuous improvement opportunities. Keeping an open mind to constructive criticism. Setting and achieving personal goals.

“Now, go lead the way to better customer service!” Customer First! “Now, go lead the way to better customer service!” The End