Customer_Service_Slimp.pdf

Transcript

1. Customer Service Customer Service a common sense approach a common sense approach
2. My first lesson in Customer Service . . .
3. My first lesson in Customer Service . . . Do Not Deceive Your Customers!
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.
5. Late 2015 Survey
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?
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?
11. Customer Service Lesson # 2
 
 Never Act Arrogant.

12. Customer Service Lesson # 2
 
 Never Act Arrogant. You’re never the only game in town.
13. Customer Service Lesson # 2
 
 Never Act Arrogant.
 It will lead to your downfall.
14. If you do not subscribe to a newspapers, what is your main reason for not subscribing?
15. If you do not subscribe to a newspapers, what is your main reason for not subscribing?
16. Customer Service Lesson # 3
 
 How we treat our customers
 has consequences.
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.
21. It all began with one little post on Facebook
22. Customer Service Lesson # 4
 
 Find a Way to Help a Customer in Need
 They are your most important priority
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.
24. My sixth lesson in Customer Service . . . Always be nice to your customers
25. My sixth lesson in Customer Service . . . Always be nice to your customers They can survive without you.
26. My sixth lesson in Customer Service . . . Always be nice to your customers They can survive without you. You can’t survive without them.
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.
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
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.
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.
32. • Offer an apology for the inconvenience
33. • Offer an apology for the inconvenience • Offer a fair fix for the problem
34. • Offer an apology for the inconvenience • Offer a fair fix for the problem • Treat the customer as if you actually care about them
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
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.
37. Then everyone can be happy!