Presentation on theme: "Making a Good First Impression! Creating Moments of Truth Everyday!"— Presentation transcript:
1 Making a Good First Impression! Creating Moments of Truth Everyday! Developed and Presented by:Jan Dwyer, MBA, CSPBoundless Results
2 When you leave here today, you will be able to: Create a positive and lasting first impressionIdentify negative attitudes and behaviorsDiscover practical ways you can project a positive imageSee how you can enhance your agency’s image and credibility
4 IntroductionsThink if a time when were you a customer and a first impression impacted your service experience. What was the result?Why are good first impressions so important in serving customers?What is your particular challenge in making and maintaining a positive first impression?
5 The Importance of Positive First Impressions It takes 30 to 60 seconds for someone to make an immediate judgment about youIn fact, people form up to 11 different opinions about you in those first 30 seconds. The great majority of those opinions are formed with the first 7 seconds
6 Challenges to Customer Service Different PerceptionsDifferent ExpectationsNot dealing with the “human” side of the interactionNot attentively listeningNot using “Supportive” LanguageNot adapting your Style to the Style of others
7 Perception“Virtually every problem in human relations stems from a difference in perception.”– Robert L. Katz
8 PerceptionOur perceptions represent how we interpret or view what goes on around us.It is mostly a learned process through personal experiences and what is told to us by others. It is a filtering systemSince we all have different backgrounds and past experiences, our individual perceptions differ.
9 What do People want from their jobs? From SupervisorsHigh wagesJob security
10 What do People want from their jobs? From EmployeesFull appreciation of work doneFeeling of being in on things
11 PerceptionFOULED UP FILES ARE THE RESULT OF FOOLISH NEGLECT AND FINISHED FILES ARE THE RESULT OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF MANY YEARSCount the F’s in the sentence
13 Expectations are Perceptual! Expectations exist in the mind of the customerThey are sometimes accurate and rational; sometimes not!They reflect an overall reaction to the whole buying experienceThe way customers evaluate their customer experience is how their expectations were met or exceeded!50 Powerful Ideas You can Use to Keep Your Customers, by Paul R. Timm, Ph.D.
14 Exceeding Expectations Breeds Loyalty Satisfied customers are those whose basic needs are met- they are NEUTRAL (Indifferent zone)To motivate customers to return, something more than adequate service must be experienced.Exceeding expectations leads to motivated, loyal customers50 Powerful Ideas You can Use to Keep Your Customers, by Paul R. Timm, Ph.D.
15 Ways to Exceed Expectations in Service Interactions Provide extra value (Value brings reassurance and comfort)Give better information (Explain things clearly)Provide “add-on’s” (Small, tangible ways you can give away to customers)Improve timing and follow-up (Immediate follow-through impresses customers)50 Powerful Ideas You can Use to Keep Your Customers, by Paul R. Timm, Ph.D.
16 Ways to Exceed Expectations in Service Interactions Make the last part of the transaction positive and motivating (Behaviorists say the end part of the transaction is what customers will remember)Reassure the customer’s decision to partner with you (Contact your customers after the sale to help with ‘buyer remorse’)50 Powerful Ideas You can Use to Keep Your Customers, by Paul R. Timm, Ph.D.
17 Ways to Exceed Expectations in Service Interactions Make service speed and customer convenience a priority (People value anything that saves them time and effort.)Have sufficient staff availableOffer to handle the transactions efficientlyOffer to handle additional detailsMake your website or phone handling efficient50 Powerful Ideas You can Use to Keep Your Customers, by Paul R. Timm, Ph.D.
18 Why is the Human Element so Important? Most customers will remember how they feel long after the interactionYou are putting deposits in their accountMost advanced service strategies focus on the “human” element
19 Relationships in your own team When something happens -We don’t know the full pictureWe don’t know the intent of the other personMost likely there was joint contributionWe need to approach the other person with a “learning” mind frameWe may not have realistic expectations(Adapted from Difficult Conversations, Douglas Stone)
20 TaskHumanA givenWhat can separate your agency from other agencies?Task and “Human” Needs
21 Attentive Listening Exercise: Divide in groups of three One person share a story; the other person practices attentive listening. Third person observesListener to relay the story back to the speaker. Third person to provide feedbackSwitch roles
22 Using Supportive Language Use partnership LanguageFocus on what can be doneTreat people as equalsFocus on the behaviorUse “I” messagesTake responsibility and ownership
23 Successful PeopleUnderstand themselves and how their behavior affects othersUnderstand their reactions to other peopleKnow how to maximize on what they do wellHave a positive attitude about themselves which causes others to have confidence in themKnow how to adapt their behavior to meet the needs of other people and particular situations
24 Behavioral Styles D I S C DOMINANCE INFLUENCE STEADINESS CONSCIENTIOUSNESSLoves challengesFear: Loss of ControlLimitations: Lack of concern for othersPersuades othersFear: Social rejectionLimitations: DisorganizationAchieves stabilityFear: ChangeLimitations: Overly willing to giveQuality FocusFear: Criticism of workLimitations: Perfectioninstic
25 Be clear on the vision of service Culture of ServiceBe clear on the vision of serviceInspire learning at every levelAlign your systems to support this vision
26 Standards of Service How long it takes for a customer to be greeted? How long it takes for the phone to be picked up?How long it takes for an request to be answered?How long it takes for a customer to be served?
27 Service Feedback Are you hearing from your customers? Do you make it easy for customers to provide feedback?How do you handle negative feedback?What do you do with the data? How do you communicate back to the customers that change has happened?
28 Service Evaluation How are you being evaluated on your service? How often are you being evaluated on your service?What are you taking into consideration in your evaluation system? (Comments from internal customers? Comments from your boss? Comments from external customers?)
29 Service RecognitionHow are people being recognized for outstanding service?What processes can you put in place so recognition can be given by everyone?How does your team or agency recognize champion service providers?What is the criteria for outstanding service?
30 Final ExamWhat are 5 things you can do to create a positive first impression with a customer?What is 1 way you can exceed your customer’s expectations?Expectations are “perceptual.” Share what this means as it relates to customer service.What is the difference between defensive and supportive language?What are some ways you can create a culture of service in your team?What is a moment of truth in service?Finish this sentence - It is virtually impossible to have personal power if you have a ____________ ________.
31 Final ExamWe need to connect with the customer in two levels - _________ and __________.There were 6 challenges that prevents us from giving good service. Identify 3 of them.Our ___________represent how we interpret or view what goes on around us.Identify the four communication styles.Joint contribution – what does it mean?What is an internal customer?What is one thing you will work on in your service?
32 All the best to you as you “turn on de-light” in service!