Presentation Transcript

1. Customer-Focused ServiceABC BoardManagers

   Nicole Pinkham Senior Training Consultant npinkham@ati.aum.edu
2. Customer-FocusedService is produced by aCUSTOMER-FOCUSED CULTURE
3. Is this a Customer-Focused Culture?
4. Make a list of the actions and attitudes that make this business known for “good customer service.” Discuss some of the actions and attitudes on your list that exist in your store.
5. You keep customers by delivering on your promises, fulfilling commitments and continually investing in the quality of your relationships. Brian Tracy Why is this important?
6. The Lemonade Stand
7. SMILE and MOVE It’s all about attitude and action.
8. Perspective BEHAVIOR It is about Attitude and Action. BELIEFS VALUES THOUGHT PATTERNS
9. Let’s “SMOVE”
10. What is one aspect of your job that makes you smile?
11. We Smile By…. Being awake Being thankful Being approachable Complaining less Smiling, really
12. Being Awake Attentive. Engaged. Interested.
13. Being Thankful For what are you thankful? “I love the man that can smile in trouble, that can gather strength from distress, and grow brave by reflection.” Thomas Paine
14. Being approachable Making ourselves readily accessible to others Smiling with an internal and authentic smile that can be felt by those with whom we interact
15. Complaining less The 3:1 positivity ratio It’s all relative Strive to be “complainless.”
16. Benefits of Being “Complainless” Greater creativity and increased intuition Better cardiovascular health and reduced risk of stroke Increased resilience and happiness
17. Smiling, really Smile: (n) a facial expression in which the eyes brighten and the corners of the mouth curve slightly upward a pleasant or encouraging appearance
18. Traffic Spouse issues Closing time Lunch Family events Home responsibilities Breakfast Fatigue Personality quirks Employee conflicts Mission and vision Values Co-workers Public Service staff Job responsibilities Opportunities Interpersonal skills Innovation Team work When you come to work each day,what is on your mind?
19. Smiling, really Pleasant people are more enjoyable than those who aren't. Smiles are contagious. It’s no myth…it’s biology. Ideas to make smiling a habit in your world?
20. Benefits of Smiling Better mood Boosts immune system Universal Uses 5 to 53 facial muscles More attractive than make-up Relieves stress Lowers blood pressure Makes face look younger Releases endorphins and serotonin
21. We Smile By…. Being awake - Observer Being thankful - Grateful Being approachable - Open door Complaining less - Positive Smiling, really - Authentic
22. SMILE and MOVE It’s all about attitude and action. "What we think or what we know or what we believe is, in the end, of little consequence. The only consequence is what we do"- John Ruskin
23. LET’S MOVE…
24. We Move By…. Starting early and going the extra mile Going beyond expectations Having a sense of urgency Being resourceful and resilient
25. Starting early and going the extra mile Sends a message of purpose, commitment and respect Assures best results over time Means getting lost in your service to others Give more and you will enjoy more.
26. Going beyond expectations Dismisses mediocrity Provides for moments of wonderful Creates “peak” experiences Sometimes it’s the small things that have the biggest impact on the results.
27. Having a sense of urgency Make every moment…count. When we are moving, the objective is to minimize others’ wait time. It’s to predict and pre-sweat the details for others …every time.
28. Being resourceful and resilient (with no excuses) We all want some thing or some result. How many excuses are you willing to accept? How many excuses are you willing to give? Be Happy. Do Something. Everyday of the Week.
29. Being resourceful and resilient (with no excuses) To be resilient…. Focus on results. Engage all customers. Make lessons of failures. Continue on. Reinforce. To succeed, we need to be resilient.
30. We Move By…. Starting early and going the extra mile - Intentional Going beyond expectations - Selfless Having a sense of urgency - Using time wisely Being resourceful and resilient - Outside the box thinking
31. “Write it on your heart that every day is the best day in the year.” Ralph Waldo Emerson
32. SMILE and MOVE It’s all about attitude and action.
33. Thoughts for the “Smover” “After one has discovered what he is called for, he should set out to do it with all of the power that he has in his system.” Martin Luther King Jr.
34. Create a “Smovement!” Live it Talk about it Communicate it DO it
35. Forget customer satisfaction.Think customer devotion.
36. HIGH EXPECTATIONS POOR EXPERIENCE GREAT EXPERIENCE LOW EXPECTATIONS
37. HIGH EXPECTATIONS POOR EXPERIENCE GREAT EXPERIENCE “delighted” surprised at the level of service LOW EXPECTATIONS
38. HIGH EXPECTATIONS “devoted” POOR EXPERIENCE GREAT EXPERIENCE Customers expectations over time will rise or customers start with high expectations. LOW EXPECTATIONS
39. HIGH EXPECTATIONS POOR EXPERIENCE GREAT EXPERIENCE “Not just here but higher” LOW EXPECTATIONS
40. HIGH EXPECTATIONS “disappointed” POOR EXPERIENCE GREAT EXPERIENCE LOW EXPECTATIONS
41. HIGH EXPECTATIONS “disappointed” POOR EXPERIENCE GREAT EXPERIENCE LOW EXPECTATIONS
42. Listen. Apologize. Ask. Act. Get back to “devoted” customers.
43. HIGH EXPECTATIONS POOR EXPERIENCE GREAT EXPERIENCE “disaffected” LOW EXPECTATIONS
44. HIGH EXPECTATIONS Very difficult road because it broke the trust and reinforced the poor experience and low expectations. POOR EXPERIENCE GREAT EXPERIENCE “disaffected” LOW EXPECTATIONS
45. Our ABC Stores What is needed to “Smove” with customer-focused service?
46. “SMOVING” with Customer-Focused Service Reliability Responsiveness Assurance Empathy Tangibles
47. Reliability Suitable or fit to be relied on; Responsible; Worthy of dependence; Trustworthy
48. Responsiveness Responds quickly; Ready or inclined to respond; Responsible
49. Assurance To inspire full confidence; Firm persuasion, trust,freedom from doubt; Firmness of mind, undoubting, steadiness
50. Assuring the customer means: Job knowledge Product knowledge Listening skills Problem-solving skills

51. Consistent high quality service boils down to two equally important things: caring andcompetence.Service Wisdom

52. Empathy To inspire full confidence; Firm persuasion, trust, freedom from doubt; Firmness of mind, undoubting, steadiness
53. Your appearance Your attire Eye contact Your greeting Your smile Your actions Your communication Interpersonal skills Tangibles Ability to recall names Appearance of materials Neatness of store/counter Appearance of store Public perception
54. “SMOVING” with Customer Focused Service Reliability Responsiveness Assurance Empathy Tangibles
55. How will you hold employees accountable? S = Set expectations I = Invite commitment M = Measure progress P = Provide feedback L = Link to consequences E= Evaluate effectiveness
56. If you work for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.Ray Kroc
57. Lack of commitment Isolated and closed Clock watchers No accountability Incorrect priorities Missed deadlines Good work Apathy Conflicts Micro-management Streamlined flow Organizational support Goal oriented Focus on results Clarity of roles Freedom to express Trust Collaboration Innovation Team work When you come to work each day,what is your STORE like?
58. Review the 5 components for “Smoving” with customer-focused service. Create a list on the following page of 3 ways your store could improve on each of the areas.
59. “SMOVING” with Customer Focused Service
60. Executives say the most serious problem they will have between now and 2015 is how employees treat customers.
61. How will YOUR Store respond? Create your own “Smovement!”
62. My Action Plan List three ideas that caught your attention today. Choose one idea on which you will work personally. Describe how you will hold yourself accountable. Describe how you will hold your employees accountable. List three methods you will implement to create devoted customers in your store.
63. Final Thought “If we want to matter and to be happy, if we want more freedom, more flexibility, more responsibility, or more money, we need to give more to those we’re serving- our customers.” Sam Parker