Creating A Customer Service Culture - Society For Human .

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Creating a CustomerService CultureA Human Resources Approach1

Introductions About the presentation About me2

Customer Service Basics What is customer service?– Definition3

Customer Service BasicsProviding genuineservice thatANTICIPATEScustomer’s needs4

Customer Service Basics What is customer service?– Definition of a customer5

Customer Service BasicsAnyone thatimpacts thebusiness operationsat your location6

Customer Service Basics What is customer service?–The Customer ServicePrincipleYou do not work for yourcompany. You work foryour customers.7

Customer Service Basics What is customer service?–Who is responsible forCustomer Service at yourorganization?EVERYONE8

Typical Organizational ChartMake sure your organizationalchart does NOT look like this!9

Customer Service Org Chart10

Customer Service Basics Four elements ofCustomer Satisfaction– A perfect ‘product’– Delivered by caring, friendlypeople– In a timely fashion– With the support of an effectiveproblem resolution process11

Let’s Talk about Expenses Creating the culture is not acost – it is an investment Advertising / promotions Cost to recruit a new customer Cost to train a new employee12

Customer Service Basics The Culture Defined– The elements of a successful culture Must have buy-in from everyone You must know your current situation You need support from the “top”13

Customer Service Basics14

Customer Service Basics15

The Customer Experience Assessing your currentexperience– Experience and Loyalty– Meeting needs?– Solving problems?– Anticipating wants?– Knowing the ‘whys’ and expected outcomes– Tools Mystery shopping, surveys, competitor visits16

The Customer Experience Planning forImprovements– Find gaps between actual experiences and expectedoutcomes (perception vs reality) What went wrong? What went right? Identify obstacles to change Brainstorm on changes17

The Customer ExperienceYou must involvethose whoactually interactwith thecustomers18

The Customer Experience Implementing the Plan– Make the changes Train first Get buy-in Show expectations Get input Management must model the behavior19

The Customer Experience Reviewing the Situation– 360 degree review– Develop feedback tools– Back to plan for improvements20

Get the Right People on Board Recruit better– Select talent not skills– Resist temptation– DevelopSelection Discipline21

Top 5 Traits for ServicePositions1.Genuine personal warmth2.Empathic skill3.Optimistic, upbeat attitude4.Team orientation5.Conscientiousness22

Service Position Case StudySainsbury’s SupermarketDear Sainsssssbbbburrys,Why is tiger bread c/alledtiger bread? It should bec/alled giraffe bread.Love, from Lily Robinsonage 3½23

Service Position Case StudyResponse ReceivedDefinitely written by aleader with a serviceculture.What stands out about thisletter to you?How can you create a ‘LilyMoment’ at work?24

Get the Right People on Board Train better– Powerful orientation process– Build ‘brand ambassadors’Know what the first day of work is like for youremployeesThe STORY OF JIMYou never getanother DAY ONE!25

Get the Right People on Board Replace Better– Cannot get buy-in? Gift them!– Daily routine– Non-performers26

Right People on the Bus Get the right people onboard– Find the right talent– Constantly search27

Right People on the Bus Get the wrong people offthe buss– Prevent you from moving forward– Ditch or neutralize28

Right People on the Bus Get the right people inthe right seats– Use talent matching– Seek new roles, then empower29

Get the Right People on Board Leadership by Example– Leaders need to set the tone– Must be part of the orientation process– “Walk the walk”30

Great Service Leaders Five Characteristics– Vision– Alignment– Standard Setting– Support– Motivation31

Get the Right People on Board Deal with Cynics– I will kill all the cynics with my great optimism 32

The Best Moral Leaders Involve people in the design of theirwork Enhance pride in their work Enhance purpose, not just function Support ‘communities’ Support involvement33

Creating the Culture Saying the Right Things Function vs Purpose Doing the Right Things34

Saying the Right Things Phone Etiquette– Need to set standards Number of rings Standardized greetings Personal conduct Usage of a name Promises and deliveries35

Saying the Right Things Face-to-Face Etiquette– Establish language lexicons Words and phrases you do say And those you DON’T– 10-Foot-Rule– Conflicts with Ringing Phones– Body Language36

Saying the Right Thing Signage– Tour your facility– Get creative– Engineer language– No NEGATIVES37

Saying the Right Thing38

Saying the Right Thing Policies– Set by humans, can be changed by humansEVER EVER NEVER EVERsay ‘because it is policy’ Make sure your policies are fair, reasonable andimplemented consistently39

Let Me Tell You What I CAN Do When you can’t fulfill the customer’s request– Explain the reason– Show empathy– Let the customer know what you CAN do (offer analternative solution)40

Let Me Tell You What I CAN Do 1st COLOR– You can’t give the customer information on his exwife’s account balance because it would be illegal 2nd COLOR– You can’t wire flowers to the customer’s sister inBoston without first receiving payment 3rd COLOR– You can’t sell weight loss products to the customerbecause she must first be evaluated by a dietician41

Function vs Purpose Function– What do you do at work each and every day? Purpose– Why do you do what you do each day?42

Doing the Right Things Job Descriptions– What are they?– In a customer service culture, they need to bedifferent– Other duties as required? NOPE– Follow Southwest Airlines lead they sayWhatever YOU needto do to enhance theoverall operation43

Doing the Right Things Empowerment– Means keeping promises– Must have empowered front line employees– Trust them to make the right call– Train them to handle situations44

A Customer Service Story45

Recap Customer service principle Organizational chart Customer service culture Assess your current experience Load the bus Saying the Right Things Function vs Purpose Doing the Right Things46

Creating a Customer Service Culture A Human Resources Approach 1. Introductions About the presentation About me 2. Customer Service Basics What is customer service? –Definition 3. Customer Service Basics Providing genuine service that . –With the support of an effective

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