Customer Service Excellence. Frank Besednjak The Training Source, Inc. I want to take a moment to thank God for giving me the ability to help others. The Training Source, Inc. Great Ideas for Great People!. Memberships:. Frankly Speaking. Scattered throughout the presentation Pay attention
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Frankly Speaking • Scattered throughout the presentation • Pay attention • Ask questions • You may actually learn something and have fun doing it • Please fill out the end of course survey
Have Fun! Life doesn’t have to suck 'The difference between genius and stupidity is that genius has its limits.' -- Albert Einstein The Training Source, Inc. www.training4contractors.com www.hvactraining.com
Let’s Begin. . . Objectives • Acknowledge and believe that performance excellence is a top priority • Identify behaviors that need to be replicated • Create and identify routines that drive customer service excellence • Believe and promote the fact that you must provide legendary service • Understand the fundamentals of success in customer service • Keep loyal customers satisfied
Two Main Principles of Success • Loyal Customers + Loyal, Productive Employees = Company Success • That which gets measured improves. But, that which gets measured continuously, improves exponentially.
Principles of Success • Loyal, happy customers = no complaints and increased business • No complaints and increased business = happy management • Happy management = happy employees • Happy employees drive great customer experiences • Great customer experiences = loyal happy customers
What do you consider a loyal customer? • They will only call you, no matter what • They consider you more than a business associate, you have a relationship • They want you to do well and succeed • They will always recommend you • In fact some of them may be considered fans
Keep Them Happy • Customer retention is important • It costs 7-10 times more to acquire a new customer than to keep an existing one • Delivering excellence and measuring your quality is no longer optional • The best businesses do it and customers expect it • Execution is paramount • Customers demand near-perfect execution
Customer Satisfaction Formulas • Level of Customer Satisfaction = What a customer perceives they really get, minus what a customer expected to get The Training Source, Inc. www.training4contractors.com www.hvactraining.com
Japanese Kobe A5 6 ounce filet - • $190 • Appetizer - $32 • Baked potato - $19 • Small Salad - $14 • Wine - $20 • TOTAL Bill = $275
What is Kobe beef? Kobe beef is a truly high-end luxury. Cuts of this meat are upwards of $100 bucks a pop, much of this cost due to the slow, organic manner in which the cattle are raised. Kobe beef comes only from a Japanese black-haired breed called Wagyu cattle ("wa-" means "Japanese," and "gyu" means "cattle." Kobe is so highly marbled that the fat seems almost as prominent as the lean. However, this is the "good," unsaturated fat, and well worth the occasional indulgence. What makes it so special? Kobe beef, or the Wagyu cattle, are fed organic grains, Japanese beer, and even sake mash. Some Japanese farmers reportedly even brush sake on their cattle's coats, in the belief that this will soften their skin and improve the quality of the meat. While this concept may be debatable at best, it illustrates the care and respect given to the cattle as they are being raised. How does Kobe beef taste? When it's cooked right, a filet mignon of Kobe beef is utterly transcendent. Juicy, buttery, with a melt-in-your-mouth quality that puts even prime rib to shame, Kobe beef epitomizes luxury food. You shouldn't even need to use a steak knife; it's that tender. There is a subtle sweetness to Kobe beef that makes even sirloin burgers perfect without ketchup.
Frankly Speaking • Customers expect near perfect execution • The more it costs the more near perfect the experience should be • People want to feel good about the value of the experience • Make it legendary
What Makes Legendary Service? • Personal Attention • Introduction and names • Communicating professionally and explain what you are doing • Respect and appreciation • Looking and acting as a professional • Practice makes perfect The Training Source, Inc. www.training4contractors.com www.hvactraining.com
Top 6 Reasons Why Companies Lose Customers (Based on a Study by The American Society for Quality Control) # 6 - They Die (1%) # 5 - They Moved (3%) # 4 - Influenced By Friends (5%) # 3 - Lured By Competition (9%) # 2 - Dissatisfied With Product or Service (14%)
