Exceptional Customer Service A real world application to customer service in your business environment
Introductions • What is this seminar about? • This seminar is composed of three main sections: • A definition of customer service and what it means to be customer-centered. • 5 ways you can apply this theories directly to you business, and • Finally we’ll practice scenarios tailored to your business where you’ll get to apply your newly acquired exceptional Customer Service skills. • Review schedule • Take quiz
Schedule 10:00 Session 1 Introductions, What does it meant to be customer-centered and why is customer service important? 11:00 Tea break 11:15 Session 2 5 keys to Exceptional Customer Service 12:30: Lunch 1:30 Session 3 Applying these concepts to your customers. 3:00 Session 4 Training the trainers: how you can create a culture of Exceptional Customer Service.
What is customer service and why should you care? • What are some example of good customer service? • Bad customer service? • Customer service is all the extra things you put into your product. • When you buy something what criteria do you use. When you’re hungry how do you decide where to eat? • Brochures, radio, newspapers, the internet, friends, social-class, personality, location, skill of staff, price, and product quality.
What is it and Why should you care (cont’) • Set yourself apart from the competition • What does customer service cost? • Why don’t we see good examples of customer service everywhere?
5 Keys to Exceptional Customer Service Session 2
5 keys to Exceptional Customer Service(The following is adapted from the a customer service article in http://bizguidemongolia.com ) • Apologize, don’t debate/Уучлалт гуй, бүү мэтгэлц • Feedback keeps you focused/ Хэрэглэгч,үйлчлүүлэгчдийн санал бодлыг сонсоход анхаарч ажиллах • Stay flexible/ Уян хатан бай • Do your best to always say yes/ Дандаа "За" гэж хэлээрэй • Under promise, over deliver/ Багыг амлаж, амласнаасаа ихийг өг
Apologize, don’t debate/Уучлалт гуй, бүү мэтгэлц • If a customer has a problem, apologize and fix the problem. Make sure to let customers vent their grievances, even if you are tempted to interrupt and correct them. Then give them a refund, new item, or whatever will fix the problem. Debating or haggling over a refund creates ill will.
Feedback keeps you focused/ Хэрэглэгч,үйлчлүүлэгчдийн санал бодлыг сонсоход анхаарч ажиллах • Providing your customers with easy and accessible means of communication is vital to exceptional customer service. Not only should your customers be able to let you know how they feel, but you must work to make them feel comfortable in doing so.
Stay flexible/ Уян хатан бай • You must be flexible when it comes to your customers and clients. This means doing a project for a client in a pinch, having an early morning meeting even if you like to sleep in, and meeting on Saturday even if you usually reserve your weekends for yourself.
Do your best to always say yes/ Дандаа "За" гэж хэлээрэй • This doesn't mean giving up your personal will to your customers but it does mean finding a way to help customers with their requests. • If your customers ask you for something on the menu, but you just ran out ten minutes ago go to the store and buy some more. • Don’t think of yourself as a waitress or a storekeeper, but an expert at solving problems and making people happy: • BE CREATIVE. If a customer feels they can count on you for anything they’ll keep coming back.
Under promise, over deliver/ Багыг амлаж, амласнаасаа ихийг өг • Make your customers believe they are important to you by always appearing to go the extra mile. Exceptional customer service is all about managing perception. • Many small businesses make the mistake of reversing this maxim - over promising and under delivering.
Applying These Concepts to Your Business Session 3
Applying These Concepts to Your Business • Since the lunch break let’s take a few minutes to review the 5 Keys to Exceptional Service. • This includes a custom-tailored evaluation of how you can immediately improve customer service. At the end we’ll be walk through some scenarios to practice your new skills.
A Suggested Order of Service • Greeting • What can I get you to drink? • Bring drinks • What can I get you to eat? • Bring food • Check-up • Bring bill • Give change
5 Things Tourists Don’t Like Slow service Being ignored Cold food Not having correct change Being stared at 5 Things That Will Bring Tourists Back Smiles Good food Prompt service Atmosphere Server’s appearance A Few Tips
Bring the bill Seating customers Pouring drinks Taking orders Sending food back Having proper change What to do if you are ever tipped? Comment cards Atmosphere Music Temperature Other patrons Furniture Smells Sights Custom Tailored Information
Scenarios • Let’s say you and a customer disagree over whether or not they ordered 3 or 6 buuz. • There’s a drunken group of miners sitting next to an older couple. The drunk guys are saying rude things to them. • Solve My Problem activity
Wrap-up • Questions? • Take the quiz • Present certificates
Training the Trainerssession 4 How you can create a culture of Exceptional Customer Service.
Creating a Culture • You can hire great staff and train them, but it always comes down to your ability to manage. • What does it mean to create CULTURE of Customer Service? • Three pronged approach to maintaining Exceptional Customer Service. • Training • Incentives • Constant and consistent evaluation