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GOLDEN RULES TO GREATCUSTOMER SERVICEPresented byBill Huninghake & Rich York
THE GOLDEN RULEDO UNTO OTHERS AS YOUWOULD HAVE THEM DO UNTOYOU.
GOLDEN RULES TO GREATCUSTOMER SERVICE1.2.3.4.5.6.A CUSTOMER IN NEED ISA CUSTOMER INDEED.HIRE PEOPLE WITH GOODCUSTOMER SKILLSTRAIN YOUR EMPLOYEESON STORE POLICIES.CROSS TRAIN YOUREMPLOYEES.TRAIN YOUR EMPLOYEESHOW TO BUILD RAPPORT.KNOW YOUR CUSTOMERSNAMES AND USE THEM.7.TRAIN YOUR EMPLOYEESHOW TO ASK OPENENDED QUESTIONS.8. INSTILL A SENSE OFURGENCY IN HELPINGCUSTOMERS.9. TRAIN YOUR EMPLOYEESHOW TO HANDLE ANGRYCUSTOMERS.10. DON’T LET AN UNHAPPYCUSTOMER LEAVE YOURSTORE.
WHAT IS YOUR GOLDEN EGG?1. IMPROVE CUSTOMER RETENTION2. COMMUNITY INVOLVEMENT3. INCREASE NEW CUSTOMERS4. FRIENDLIEST PLACE AROUND5. BEST PERISHABLES IN TOWN6. BEST MEAT DEPARTMENT AROUND
WHY DID THE CUSTOMER CROSS THE ROAD?AFFILIATEDFOODSSTORESUPERCENTER
Why Customers Quit Shopping YourStoreProduct Dissatisfaction,14%Competition, 9%Attitude of anEmployee68%Other Friendship, 5%Move, 3%Die, 1%
FIRST GOLDEN RULEA CUSTOMER IN NEEDIS A CUSTOMER INDEED
When there is not muchdifference between your productand the product of yourcompetitor, there needs to be aBIG difference in the quality ofservice you provide yourcustomer.
SECOND GOLDEN RULEHIRE PEOPLE WITHGOOD CUSTOMERSERVICE SKILLS
ABCDEFGHIJKLMNOPQRSTUVWXYZA -- 1T -- 20T -- 20I -- 9T -- 20Attitudeequals100%.U -- 21D -- 4E -- 5ATTITUDE IS A LITTLE THINGTHAT MAKES A BIG DIFFERENCE
HOW TO HIRE GREATEMPLOYEES:Seek out the great employees who alreadywork for you. Interview them, find out whatmakes them tick. Write profiles of greatemployees. Find out what qualities they havein common. Then look to hire people with thesame qualities.
THIRD GOLDEN RULETRAIN YOUREMPLOYEES ON STOREPOLICIES
BE THE EXAMPLE FORYOUR EMPLOYEES TOEMULATE.DON’T ASK YOUREMPLOYEES TO DOSOMETHING YOUWOULDN’T.
EXAMPLE POLICIES Visit with customersNo whisperingWalk the customer to productDon’t get in the customer’s way whenworking in the aisles10 ft rule – Greet the customer2 is company but 3 is a crowd – more thantwo in line call for help3 sacks mandatory carry outThank the Customer no matter what
FOURTH GOLDEN RULECROSS TRAIN YOUREMPLOYEES
Provide opportunities for employeesto learn.The kind of employees you want are thekind who want to learn. Good workersimprove their skills in many areas of workand life. They can either do it on their own,and be more inclined to go elsewhere forcontinued challenge and learning, or theycan learn under your auspices, anddevelop close ties to your organizationwhile they do.
Communicate the task. Describe exactly whatyou want done, when you want it done, andwhat end results you expect. Furnish context for the task. Explain why thetask needs to be done, its importance in theoverall scheme of things, and possiblecomplications that may arise during itsperformance Determine standards. Agree on the standardsthat you will use to measure the success of atask's completion. These standards should berealistic and attainable.
FIFTH GOLDEN RULETRAIN YOUREMPLOYEES HOW TOBUILD RAPPORT WITHTHE CUSTOMER
Teach your employees how to createexcellent customer service throughhuman interaction All customers are greeted politely andcourteously. Create an atmosphere of friendlinessthroughout each customer interaction. Professionalism is displayed through wordand deeds. Show empathy and understanding for acustomer with a problem All customers are treated fairly in everyinteraction with the store Conduct yourself with tact
SIXTH GOLDEN RULEKNOW YOUR CUSTOMERSNAMES AND USE THEM
Use the following to build positiverelationships with your customers KIDS NAMESACHIEVEMENTSHONOR ROLLMARRIAGENEW CARHAIR STYLE CHANGE**STAY AWAY FROM PERSONALSENSITIVE SUBJECTS
EVERYONE HAS AN INVISIBLESIGN HANGING FROM HIS ORHER NECK THAT READS“MAKE ME FEELIMPORTANT,”NEVER FORGET THIS WHENWORKING WITH PEOPLE.
SEVENTH GOLDEN RULETRAIN YOUREMPLOYEES HOW TOASK OPEN ENDEDQUESTIONS
Open-ended questions are questionsthat encourage people to talk aboutwhatever is important to them. They helpto establish rapport, gatherinformation, and increaseunderstanding. They are the opposite ofclosed-endedquestions that typically require a simplebrief response such “yes” or “no.”
Examples of open-endedquestions: How can I be of help?· Would you tell me more about ?· Could you help me understand ?· What are the good things and the less goodthings about ? · What do you think you will lose if you give up? · What have you tried before? · What do you want to do next?
AffirmationsAffirmations are statements and gestures that recognize clientstrengths and acknowledge behaviors that lead in the direction ofpositive change, no matter how big or small. Affirmations buildconfidence in one’s ability to change. To be effective,affirmations must be genuine and congruent.Examples of affirmation statements:· Thank you for · I really like the way you · That was a very creative how you · You showed a lot of self-control in the way you · It may not seem like much, but I think it was very impressivehow you · You have a real gift for
“TO GIVE REAL SERVICE YOU MUSTADD SOMETHING WHICH CANNOT BEBOUGHT OR MEASURED WITHMONEY, AND THAT IS SINCERITY ANDINTEGRITY”-Donald A. Adams
EIGHTH GOLDEN RULEINSTILL A SENSE OFURGENCY IN HELPINGCUSTOMERS
WHAT DO THESE CUSTOMERSHAVE IN COMMON?
EDUCATE YOUR EMPLOYEESON FIVE PRINCIPLES OF AGOOD EMPLOYEE URGENCYOWNERSHIPLEARN-BY-DOINGLIFELONG LEARNINGMOTIVATIONCustomers don’t expect you to be perfect. They do expectyou to fix things when they go wrong
NINTH GOLDEN RULETRAIN YOUREMPLOYEES HOW TOHANDLE ANGRYCUSTOMERS
NEVER ARGUE WITH ACUSTOMER.
LISTEN!CLOSE YOUR MOUTHAND LISTEN!!WHEN THAT DOESN’TWORK .
Saying I’msorry willoften timesreduce anger.Apologieseven if it wasnot your fault.
Defusing Angry Customers usingthe LARSON approach Listen let them vent. Empathize, take notes Agreement find areas of agreement Repeat/Restate use the customers words forclarification of issue Seek Resolution Ask what can be done toresolve the problem Offer a sincere apology We’re sorry thishappened and if were responsible we willmake it right Now solve the problem immediately
THE FOUR R’S REPEATREVIEWRESPONDRESOLVE
TENTH GOLDEN RULEDON’T LET AN ANGRYCUSTOMER LEAVEYOUR STORE
10 WAYS TO BUILDCUSTOMER LOYALTY1. Take ownership of your customer’s problem.Even if you are not the cause of it.2. Follow up with every customer who was upsetor had a difficult problem.3. Ask yourself with every customer interactionyou have, “If this were me, what would I want?”4. Thank your customers and co-workers everychance you get!5. Fax articles or other materials to yourcustomers if you think they can benefit fromthe information.
10 WAYS TO BUILDCUSTOMER LOYALTY (Continued)6. Remember personal details about your customerssuch as birthdays, children’s names andaccomplishments.7. SMILE every time you are on the telephone.8. Look for ways to bend the rules and removeservice obstacles.9. Time is a person’s most precious commodity.Respect your customer’s time and schedule.10. Provide your customers with respect, friendliness,and knowledge, and oh, yes, the products andservices you sell.
COMPARING A KNIGHT IN SHININGARMOR TO A CUSTOMER SERVICEREPRESENTATIVE
WE CONTROL OUR OWNDESTINY AND WE WILL GET THERESULTS WE WANT BYWORKING THE GOLDEN RULESTHANK YOU FOR SPENDINGTIME WITH ME TODAY
THE END
INSERT CLIP FROM PICKLE
customer service 1. a customer in need is a customer indeed. 2. hire people with good customer skills 3. train your employees on store policies. 4. cross train your employees. 5. train your employees how to build rapport. 6. know your customers names and use them. 7. train your employees h
