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Customer Service V.A.S.

Customer Service V.A.S. By: Martin D. Jocz CR, CMR. Why should we have quality in service? Service industries face a special challenge: Meeting customer needs while remaining economically competitive.

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Customer Service V.A.S.

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  1. Customer Service V.A.S. By: Martin D. Jocz CR, CMR

  2. Why should we have quality in service? • Service industries face a special challenge: Meeting customer needs while remaining economically competitive. • While automated processes can make an impact, service industries are still labor-intensive and there can be no substitute for high-quality personal interaction between service employees and customers. • Competitive advantage rests with those organizations that successfully provide customer value through the most efficient use of technology and people.

  3. Companies should attempt to: • Understand and improve operational processes • Identify problems quickly and systematically • Establish valid and reliable service performance measures • Measure customer satisfaction and other performance outcomes

  4. Why is customer service important to you? • What is your “Philosophy”? • In deference to Zig Ziglar … Is it a “sometimes thing or and ALL the time thing”… • Where do you see yourself and your company with relation to how you provide service your customers?

  5. What does it mean to “create a company culture”? • Attitude(s) • Approach • Visibility • Integrity

  6. Orientation • Company overview • History of the Company • Overview of the nature of work • Capabilities • Territory • Relationship to >>>>>>..????

  7. Company philosophy (V. A. S.) • Customer relations • Company vision for the future • Company culture

  8. What is Customer Service? • Stock it and they will buy it • Customer Service Rep! • Just in Time! • V.A.S. Concept

  9. What are you selling ???????????

  10. Attention to detail(s) Hand holding Comfort The ability to focus on “normal” daily activities. Personal Business

  11. What makes your company profitable? • Equipment? • New Trucks? • A new building?

  12. People make you profitable!

  13. What is your MAIN product? • Water mitigation/Mold • The newest extraction equipment? • Axial Airmovers • The latest drying technique? • Infrared • Fire Damage • Contents and pack-outs • ( POI)

  14. Your MAIN product is: Customer Cheerleaders

  15. How do you create customer cheerleaders ? • Phone presence • Introduction • Identifying the issues • Moments of truth • Positive • Negative Emotional “Bank Accounts”

  16. How do we constantly create customer cheerleaders? • Positive attitudes • Referrals • Training • Approaches to our jobs • Presentation • Clean up

  17. What happens when we have a positive approach coupled with systems and procedures? • Makes everyone’s jobs easier • More fun to be at work • Jobs are finished faster and with less hassle and fewer problems • Fewer callbacks

  18. How much is a Customer Cheerleader worth?

  19. “Rules of the Game” Consistency and Repetition • McDonald’s • Walmart • Tim Horton’s • Applebee’s • Zen ( no, NOT the Phil Jackson type of Zen ‘Master’)

  20. What do you need to know to get started with Customer Service … or better yet ….. Value Added Services

  21. Language • What are customer Cheerleaders? • What are customer eyeglasses • Moments of truth?

  22. A customer cheerleader is someone who goes out of their way to say good things about your company. • Customer eyeglasses …ask yourself how the customer would view this. • Moments of truth can occur anytime that someone comes in contact with you or your company and forms and opinion either consciously, or subconsciously.

  23. VAS = 3 A’s Attitude * Upbeat * Positive Appearance * Clean * Uniforms Actions * Smile!

  24. Service circles • EACH individual activity in the company in which the customers experience is managed. • Service Systems • A system that connects each service circle and creates a seamless handoff between each circle. Handoffs – The system for handing off a customer from one circle to another.

  25. What about Internal and External companies? • Internal – for the company, employee’s and/or the owner • External – we organize our systems and procedures around the customer • We have active systems and procedures designed to help the customer through our processes as effortlessly as possible • When in doubt… ask this question… • What do we need to do to exceed their expectations?

  26. TRANSFORMATIONAL CONCEPTS SUMMARY • Transformational concept #1 - A cheerleader is created when you dramatically exceed their baseline expectations. • Transformational concept #2 - Create a cheerleader and everything else takes care of itself! • Transformational concept #3 - A Moment of truth is anytime that a customer comes into contact with our company and forms an opinion, either consciously or unconsciously.

  27. Transformational concept #4 - 80/20 Rule – Over eighty percent of how a person judges the quality of the service that they receive is based on the person doing the work. Twenty percent is based on the work that is completed. • Transformational concept #5 - Moments of truth are cumulative. You have a bank account of moments of truth. You will have unexpected withdrawals. It takes twelve positive moments of truth to counter each negative moment of truth! • Transformational concept #6 – We will be recognized for our service delivery when we start to perfect the delivery of the benefits of our service rather than on delivering a restored home!

  28. Five (5) steps to V.A.S. • Make is easier for employee’s to “do it right” rather than wrong. • Attract, select, hire and KEEP only the VERY BEST quality individuals. • Tell your employee’s what your expectations are and… train them on how to do their job. • Let your workers know how they are doing on a regular and formal basis. • IF an employee stubbornly refuses to “play nice in the sand-box”, de-hire them.

  29. Create Cultural buy-in: • RESPECT • Become leaders • Be servants to YOUR personnel • Buy in from your people • Measure your people • If there is an issue, accept responsibility, resolve the issue and MOVE ON! • How can YOU help your people reach THEIR GOALS? • Set your goals • Don’t forget to say GOOD JOB!

  30. Remember… The Customer is always watching Always ask yourselves this question: HOW would the customer view this ?

  31. THANKS for being an EXCEPTIONAL audience! Martin D. Jocz, CR, CMR • Contact: Marty@BusinessMentors.net 541 – 225 – 7450 Trade show booth

  32. Thanks and credit to: • Jon Don and Steve Toburen for V.A. S. and Strategies for Success • Moments of truth by Jan Carlson • Top Grading by Brad and Geoff Smart • Cleaning and Restoration Magazine • Good to Great by Jim Collins • MY V.A.S. mentor - - Phil Rosebrook Jr.

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