1. Every Job Has A Customer while everyone is logging on, please ensure your phone is muted and your chat window is open Customer Service

2. Your Presenter I have worked in customer service for 20 years (that's 20 holiday seasons in retail - yikes!) I started as part-time seasonal and worked up to be an Area Sales Manager As an Area Sales Manager, I was responsible for stores in 5 states, with over 30 million dollars in annual sales I was responsible for hiring and training staff for customer service I created and rolled out company-wide materials that changed and improved customer service and reduced loss (shrink) for the company I was recognized for providing outstanding customer service

3. Purpose Today I will present some tips to help you with customer interactions. Happy customers = more opportunities On average, a happy customer tells only 2 people about their satisfaction. An unhappy customer tells 10 people how unhappy they are. You can see why it is SO IMPORTANT to have a happy customer

4. Every Job Has a Customer Why does a job exist? To solve someone's problem Who is that someone? YOUR CUSTOMER

5. Every Job Has a Customer Right now, we have multiple customers to take care of: The Federal Government One Community Our Agencies/Board Our Citizens

6. What happens if we fail to please our customer? Please type your answer to this question in the chat window

7. How do we keep them happy? For every customer interaction, there are steps to take that will keep your customer satisfied They fall into the following categories: Communication, Care, Support, Follow Up

8. Communication If your customer was a mind reader, they wouldn't need you in the first place! Establish a habit of routine, clear communication What do you perceive as their need? What will you do to fill that need? When will you accomplish your goal?

9. Communication For example: I think you need someone to come to your location and hold computer classes. My team can be there four days a week, starting next Tuesday. They will meet Tuesday, Wednesday, Thursday and Friday for two weeks. We will finish up on April 8th, and can meet with you on the 10th to discuss how it went. Will this work for your schedule?

10. Communication Strive for clear communication that eliminates further clarification when possible - your customer wants a clear solution, not more discussion around it Use words and terms that THEY understand - avoid 'alphabet soup' acronyms that they don't use Our CYC Corps will set up at your CTC by EOD Monday and will complete the program by the 8th

11. Care Your customer should be considered your most valuable asset or possession. Without them, what do you have? Never take them for granted Remind them of how valued they are to you In the chat, give an example of how you could let them know how valued they are

12. Support If your customer didn't need your support, they wouldn't be using you They NEED your support They WANT your support Support comes in many forms In the chat window, tell me how you can provide support to a customer

13. Support Support also needs clear communication to explain what support you can provide, how it will be provided, and what the outcome would be For example: My team will be available to answer any questions you have about the classes. Feel free to email them at blah@blah.com and they will answer your questions within 24 hours.

14. Follow Up Follow up is what completes your customer service experience. Follow up must be: Timely Relevant to service provided Professional Structured to allow for their feedback For example: Mrs. Jones, Our team held the classes for two weeks at your site, and graduated 18 students! I wanted to see if you had any feedback for us on your experience, and also if we could schedule another session of classes at your location in the future.

15. Follow Up Please use your chat and tell me what questions you have about customer service

16. Follow Up Thank You very much for attending this session. If you think of any other questions in the future, feel free to email me jasonschroeder@accelonline.org THANK YOU!

17. Creative Commons License This work is licensed under the Creative Commons Attribution-NonCommercial 3.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc/3.0/