Customer Service06 09 2006

Information about Customer Service06 09 2006

Published on January 13, 2008

Author: Dora

Source: authorstream.com

Content

Customer Service: Link to the Baldrige Criteria:  Customer Service: Link to the Baldrige Criteria The relationship between attitude and customer service. Presented by: Mike Rudis DMS Training Administrator BACKGROUND:  BACKGROUND Quality Roots Quality Trainer Quality Awareness Teams and Tools Quality Facilitator Program Strategic Planning Consultant Dover Downs Department of Health and Social Services Local Area Businesses Facilitator AGENDA:  AGENDA ATTITUDE RELATIONSHIP TO THE CUSTOMER SERVICE AS IT REFERS TO THE BALDRIGE CRITERIA REASONS FOR POOR ATTITUDE IN STATE GOVERNMENT HOW YOU CAN FOSTER AN ENVIRONMENT OF QUALITY CUSTOMER SERVICE HOW YOU CAN HELP YOUR EMPLOYEES DEVELOP A POSITIVE ATTITUDE BALDRIGE NATIONAL QUALITY PROGRAM:  BALDRIGE NATIONAL QUALITY PROGRAM Leadership Strategic Planning Customer and Market Focus Measurement, Analysis, and Knowledge Management Human Resource Focus Process Management Business Results Seven Categories 1000 points BALDRIGE NATIONAL QUALITY PROGRAM:  BALDRIGE NATIONAL QUALITY PROGRAM CATEGORY 3: Customer Market and Focus 3.1 Customer and Market Knowledge: How do you use customer and market knowledge? (40 pts.) 3.2 Customer Relationships and Satisfaction: How do you build relationships and grow customer satisfaction and loyalty? (45 pts.) 3.2 Customer Relationships and Satisfaction:  3.2 Customer Relationships and Satisfaction CUSTOMER Relationship Building How do you build relationships to acquire customers, to meet and exceed their expectations, to increase loyalty and repeat business, and to gain positive referrals? How do your key access mechanisms enable customers to seek information, conduct business, and make complaints? 3.2 Customer Relationships and Satisfaction:  3.2 Customer Relationships and Satisfaction CUSTOMER Relationship Building How do you manage customer complaints? How do you ensure that complaints are resolved effectively and promptly? How do you minimize customer dissatisfaction and, as appropriate, loss of repeat business? How do you keep your approaches to building relationships and providing customer access current with business needs and directions? 3.2 Customer Relationships and Satisfaction:  3.2 Customer Relationships and Satisfaction CUSTOMER Satisfaction Determination How do you determine customer satisfaction, dissatisfaction, and loyalty? How do you follow up with customers on the quality of products, services, and transactions to receive prompt and actionable feedback? 3.2 Customer Relationships and Satisfaction:  3.2 Customer Relationships and Satisfaction CUSTOMER Satisfaction Determination How do you obtain and use information on your customers’ satisfaction relative to their satisfaction with your competitors, other organizations providing similar products or services, and/or industry benchmarks? How do you keep your approaches to determining satisfaction current with business needs and directions? Slide12:  Think of the last time you had a poor customer service experience… what was the reason for the poor service? Slide13:  IT ALL BOILS DOWN TO… Slide14:  68% OF YOUR CUSTOMERS WILL BAD MOUTH YOU BECAUSE THEY FEEL YOU HAVE A BAD ATTITUDE WHO ARE OUR CUSTOMERS?:  WHO ARE OUR CUSTOMERS? DO WE TREAT OUR INTERNAL CUSTOMERS ANY DIFFERENTLY THAN OUR EXTERNAL CUSTOMERS? SHOULD WE TREAT OUR INTERNAL CUSTOMERS ANY DIFFERENTLY THAN OUR EXTERNAL CUSTOMERS? Slide16:  Experts say that communication is composed of different methods: words, voice, and tone and non-verbal cues. Of these, some are more effective in delivering a message than others. According to research, in a conversation or verbal exchange: ATTITUDE ON DISPLAY WHAT YOU SAY IS _____% EFFECTIVE HOW YOU SAY IT IS _____% EFFECTIVE NON-VERBAL CUES ARE % EFFECTIVE Source: Anthony Robbins’ “Sales Mastery Course " Top 5 Excuses for Poor Customer Service Attitudes:  Top 5 Excuses for Poor Customer Service Attitudes APATHY WE’VE ALWAYS DONE IT THIS WAY… THAT WON’T WORK HERE IF IT AIN’T BROKE; DON’T FIX IT PEOPLE DON’T KNOW WHAT THEY WANT “If we treat them right, they’ll keep coming back.” Slide18:  The impact you can have on a customer is immeasurable and often underestimated Consider the customer… Who just had an argument with a loved one Who lost his/her job Who doesn’t feel well Who is under pressure at work Who’s most positive interaction today may be with you – either directly or indirectly ATTITUDE – Your Customers OLD CUSTOMER SERVICE ATTITUDE: GOLDEN RULE:  OLD CUSTOMER SERVICE ATTITUDE: GOLDEN RULE DO UNTO OTHERS, AS YOU WOULD HAVE THEM DO UNTO YOU NEW CUSTOMER SERVICE ATTITUDE: PLATINUM RULE:  NEW CUSTOMER SERVICE ATTITUDE: PLATINUM RULE TREAT YOUR CUSTOMERS AS THEY WOULD LIKE TO BE TREATED How Do You Foster An Attitude of Quality Customer Service?:  How Do You Foster An Attitude of Quality Customer Service? Listen to your customers Talk to your employees Training Reinforce during meetings Focus Groups MBWA Lead by example Slide22:  WHAT DO THESE TWO WORDS HAVE IN COMMON? Slide23:  We all have bad days. It’s a fact of life. So how do you help your employees check their poor attitudes? Give a coworker a quick attitude break when it’s obvious he/she is having a tough time. Give your coworker the opportunity to “vent” while offering encouragement and positive feedback. (Don’t get on their band wagon.) How To Help Your Employees Develop A Positive Attitude TEACH THEM… Slide24:  Choose positive thinking friends. See problems as challenges and opportunities. Say "I Can" more than "I Can't". Expect good things to happen. Find the good in any situation. Stop worrying/ Start enjoying. Look for the good in others. Live a healthy lifestyle. Picture yourself a WINNER! Focus on your best qualities. How To Help Your Employees Develop A Positive Attitude TEACH THEM… FINALLY…:  FINALLY… IT TAKES 12 POSITIVE CUSTOMER SERVICE INTERACTIONS TO MAKE UP FOR ONE NEGATIVE INCIDENT. REVIEW:  REVIEW ATTITUDE RELATIONSHIP TO THE CUSTOMER SERVICE AS IT REFERS TO THE BALDRIGE CRITERIA REASONS FOR POOR ATTITUDE IN STATE GOVERNMENT HOW YOU CAN FOSTER AN ENVIRONMENT OF QUALITY CUSTOMER SERVICE HOW YOU CAN HELP YOUR EMPLOYEES DEVELOP A POSITIVE ATTITUDE Slide29:  THANK YOU FOR COMING

Related presentations


Other presentations created by Dora

Presentation of rates reaction
10. 01. 2008
0 views

Presentation of rates reaction

Chapter 23 Functional Groups
10. 01. 2008
0 views

Chapter 23 Functional Groups

214 Ch 4 Analysis of Glass
11. 01. 2008
0 views

214 Ch 4 Analysis of Glass

ballads
15. 01. 2008
0 views

ballads

Postpartum Health
15. 01. 2008
0 views

Postpartum Health

dye meteorology 101
16. 01. 2008
0 views

dye meteorology 101

ThePlanets1
17. 01. 2008
0 views

ThePlanets1

Chapter 15
18. 01. 2008
0 views

Chapter 15

ISPE Managing Energy Costs
23. 01. 2008
0 views

ISPE Managing Energy Costs

emme2 conference
23. 01. 2008
0 views

emme2 conference

JPMorgan 020204
24. 01. 2008
0 views

JPMorgan 020204

Symbolism and crows
04. 02. 2008
0 views

Symbolism and crows

plsc41oct22
22. 01. 2008
0 views

plsc41oct22

Short Story Terminology
11. 02. 2008
0 views

Short Story Terminology

Lecture28 Spacecraft
22. 01. 2008
0 views

Lecture28 Spacecraft

5 Aflatoxin
06. 02. 2008
0 views

5 Aflatoxin

AsitWas
14. 02. 2008
0 views

AsitWas

COM209 Staples
20. 02. 2008
0 views

COM209 Staples

Seminar 8 Technical Labs
21. 02. 2008
0 views

Seminar 8 Technical Labs

Linking Language Learning 3
29. 02. 2008
0 views

Linking Language Learning 3

online presentation
03. 03. 2008
0 views

online presentation

fryberger
05. 03. 2008
0 views

fryberger

holes
10. 03. 2008
0 views

holes

whoami
14. 03. 2008
0 views

whoami

Randy Beaton
08. 03. 2008
0 views

Randy Beaton

CORP 15506 1
16. 03. 2008
0 views

CORP 15506 1

Addressing the Bottom Line
19. 03. 2008
0 views

Addressing the Bottom Line

praesentationschaefer
21. 03. 2008
0 views

praesentationschaefer

to oct 27 04gj
07. 04. 2008
0 views

to oct 27 04gj

tei contents
13. 02. 2008
0 views

tei contents

Q12006 Newsletter
15. 04. 2008
0 views

Q12006 Newsletter

beijing bus e
20. 03. 2008
0 views

beijing bus e

WADC
17. 04. 2008
0 views

WADC

HPotW algemeen
22. 04. 2008
0 views

HPotW algemeen

forum presentation
24. 04. 2008
0 views

forum presentation

Vavrus AMWG2007
16. 01. 2008
0 views

Vavrus AMWG2007

M302 07 lecture3d
08. 05. 2008
0 views

M302 07 lecture3d

pratt
30. 04. 2008
0 views

pratt

Unit 2 The Olympic Games
02. 05. 2008
0 views

Unit 2 The Olympic Games

June 9
07. 02. 2008
0 views

June 9

CSR07 Piano Diagram
02. 05. 2008
0 views

CSR07 Piano Diagram

4 Mishra
28. 01. 2008
0 views

4 Mishra

boun
16. 01. 2008
0 views

boun

FilmOffice
21. 01. 2008
0 views

FilmOffice

On line Induction ceremony
08. 01. 2008
0 views

On line Induction ceremony

atc overview nn
04. 02. 2008
0 views

atc overview nn

SarahKettley
28. 01. 2008
0 views

SarahKettley

Ecrein Malopolska
05. 03. 2008
0 views

Ecrein Malopolska

kaaterskill hike latest
03. 03. 2008
0 views

kaaterskill hike latest

GG313 Lect4 probability
10. 01. 2008
0 views

GG313 Lect4 probability