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Exceptional customer Service

Exceptional customer Service. Greg Aikins Bill Bustard Karin Klein. Introductions. Greg Aikins Karin Klein Bill Bustard. Greg Aikins. Starting the organization Services provided. Customer Service Workshop LifeQuality International.

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Exceptional customer Service

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  1. Exceptional customer Service Greg Aikins Bill Bustard Karin Klein

  2. Introductions • Greg Aikins • Karin Klein • Bill Bustard

  3. Greg Aikins • Starting the organization • Services provided

  4. Customer Service Workshop LifeQuality International

  5. Building Relationships With Customers “To profitably grow your business today…you need a strategy based on customer value. That means understanding customer needs, not selling the product; developing customer relationships, not focusing on transactions.” -Kotler on Marketing By: Philip Kotler

  6. Customer Service Introduction Summary • Excellent Customer Service is important to the success of any business. • Customers are Real People! • People are Different and have different styles. • Exceptional customer service requires an exceptional ability to Meet Their Needs. In this seminar we will give you the tools to effectively relate to your customer base.

  7. Customer Service Changeable D I Supportive Challenging C S Unyielding

  8. Customer ServiceCOMMUNICATING WITH THE HIGH “D” CUSTOMER What To Do Focus on: Objectives and actions. Spend time: To be efficient Provide: Options PRIORITY: To Be in Charge

  9. Customer ServiceCOMMUNICATING WITH THE HIGH “I” CUSTOMER What To Do Focus on: Dreams Spend time: To listen Provide: Incentives PRIORITY: To Be Recognized

  10. Customer ServiceCOMMUNICATING WITH THE HIGH “S” CUSTOMER What To Do Focus on : Relationships Spend time: To be personal Provide: Personal assurances  PRIORITY: To Be Accepted

  11. Customer ServiceCOMMUNICATING WITH THE HIGH “C” CUSTOMER What To Do Focus on: Principles and thinking Spend time: To be accurate  Provide: Evidence  PRIORITY: To Be Accurate

  12. Customer ServiceSummary • Exceptional Customer Service requires • Understanding our customers. • Identifying their basic needs. • Communicating effectively with them. • Anticipate problems that could occur with our customers. • Using the DiSC Customer Service approach you will be able to meet all of the requirements for Exceptional Customer Service by ADAPTING YOUR BEHAVIOR to meet their needs!

  13. Karin Klein • Starting the school • Services provided

  14. Friends and Family Pizza Buffet Bill Bustard • Starting the business • “Friends and Family Enterprises

  15. Five Keys of Exceptional Service Karin Klein • Reliability • Responsiveness • Assurance • Empathy • Tangibles

  16. Customer Service – life lessons learned Bill Bustard • Going the “extra mile” • Exceed Expectations • Make every visit an “Experience” • Employee training

  17. Recovering from a concern or complaint Karin Klein • Apologize and acknowledge our error • Listen, empathize and ask “open-ended” questions • Fix the problem • Follow up

  18. Importance of conflict Resolution Bill Bustard • People Skills • Always end with a “win-win” • Angry Customers cost money

  19. Non-verbal communication: What we say without using words Karin Klein • Environment • Kenesics (Body language) • Voice • Status and “Wait time” “When you give it away… you get it back”

  20. Questions and Answers

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