Customer_Service_Slimp.pdf

Transcript

1. Customer
   Service
   Customer
   Service
   a common sense approach
   a common sense approach
   

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2. My first lesson in Customer Service . . .
   

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3. My first lesson in Customer Service . . .
   Do Not Deceive Your Customers!
   

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4. My first lesson in Customer Service . . .
   Be Straight With Your Customers
   It might seem like a good idea at the time,
   but it will come back to bite you.
   

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5. Late 2015 Survey
   

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6. Late 2015 Survey
   If you answered “yes,” please answer the following question:
   What is your biggest pet peeve about the local
   newspaper to which you subscribe?
   

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7. Late 2015 Survey
   If you answered “yes,” please answer the following question:
   What is your biggest pet peeve about the local
   newspaper to which you subscribe?
   

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11. Customer Service Lesson # 2

    

    Never Act Arrogant.

    

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12. Customer Service Lesson # 2

    

    Never Act Arrogant.
    You’re never the only game in town.
    

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13. Customer Service Lesson # 2

    

    Never Act Arrogant.

    It will lead to your downfall.
    

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14. If you do not subscribe to a
    newspapers, what is your main
    reason for not subscribing?
    

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15. If you do not subscribe to a
    newspapers, what is your main
    reason for not subscribing?
    

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16. Customer Service Lesson # 3

    

    How we treat our customers

    has consequences.
    

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17. Customer Service Lesson # 2

    

    How we treat our customers

    has consequences.
    Customer Service Lesson # 3

    (I learned this from Blue Cross)

    

    Treat you’re customers well

    and they’ll stick with you.
    

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21. It all began with one little post
    on
    Facebook
    

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22. Customer Service Lesson # 4

    

    Find a Way to Help a
    Customer in Need

    They are your most important priority
    

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23. Customer Service Lesson # 5

    

    Don’t Think That Problems
    Will Go Away
    Because you Ignore Them
    

    Take care of problems
    before they take care of you.
    

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24. My sixth lesson in Customer Service . . .
    Always be nice
    to your customers
    

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25. My sixth lesson in Customer Service . . .
    Always be nice
    to your customers
    They can survive without you.
    

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26. My sixth lesson in Customer Service . . .
    Always be nice
    to your customers
    They can survive without you.
    You can’t survive without them.
    

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28. Customer Service Lesson # 7

    

    Don’t Think That Problems
    Will Go Away
    Because you Ignore Them
    

    Take care of problems
    before they take care of you.
    

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29. Customer Service Lesson # 7

    

    Don’t Think That Problems
    Will Go Away
    Because you Ignore Them
    

    Take care of problems
    before they take care of you.
    is the same as #5
    

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30. Customer Service Lesson # 7

    

    Don’t Think That Problems
    Will Go Away
    Because you Ignore Them
    

    Take care of problems
    before they take care of you.
    

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31. 8 Tips For Outstanding
    Customer Service
    5. Don’t Offer More Than You Can Deliver
    Never say you can do something unless you’re sure you can.
    6. Keep an Eye on Social Media
    Check what people are saying on facebook about your company.
    7. Never Talk Down to Your Customer
    Make them feel like you’re communicating WITH them, not TO them.
    8. Use Words Your Customers Want to Hear
    “Yes,” “Of Course,” and Right Away should be at the tip of your tongue.
    

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32. • Offer an apology for the inconvenience
    

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33. • Offer an apology for the inconvenience
    • Offer a fair fix for the problem
    

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34. • Offer an apology for the inconvenience
    • Offer a fair fix for the problem
    • Treat the customer as if you actually
    care about them
    

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35. • Offer an apology for the inconvenience
    • Offer a fair fix for the problem
    • Treat the customer as if you actually
    care about them
    • Offer some tangible atonement to
    make up for the inconvenience
    

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36. • Offer an apology for the inconvenience
    • Offer a fair fix for the problem
    • Treat the customer as if you actually
    care about them
    • Offer some tangible atonement to
    make up for the inconvenience
    • And you will have a customer for

    life.
    

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37. Then everyone can be happy!
    

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