M J D Customer Service Consultants Owned by

M. J. D. Customer Service Consultants Owned by Matt Bandoni Customer Service

Objectives Practice and learn to handle difficult objections • Shorten the customer cycle for first time callers • Gain valuable insights into client concerns and relationships •

Objectives Learn to be proactive rather than reactive • Learn to show empathy • Gain agreement from unhappy clients Work as a team when dealing with customer concerns •

Agenda l Introduction l Program objectives/agenda review l What is customer service? – Implementing a fully integrated customer service system l Keeping your customers satisfied l Customer service versus football

Agenda Cont…. l Teamwork in a customer’s world l Developing and setting high standards l Positive and negative customer experiences l Customer expectations

Why Is Customer Service So Crucial? l Today’s customers are highly intelligent and have extremely high expectations l Many products all stores can get, service levels are what separate great organizations from the competitors

How Does the Company Benefit? l Employees that are better equipped to handle customer service have less turnover and higher job satisfaction

Define Quality? qual·i·ty (kw l -t ) KEY a. An inherent or distinguishing characteristic; a property. b. A personal trait, especially a character trait: "The most vital quality a soldier can possess is self-confidence" (George S. Patton). l Everyone will have their own definition l

How Do Some Companies Solve This Problem l Invest tens of thousands of dollars to study the problem, when we already know what needs to be done l Practice apathy and ignore all problems l Continue to lose more business daily

What Should M. J. B. Consultants Do About This? l We need to take action to help improve the quality of service that you deliver

What Happens When There Is a Gap Between What the Customer Expects, and What They Receive l A study conducted by Benchmark. Portal found: l 96% of unsatisfied customers do not directly complain l 90% will not return to the establishment l 1 unhappy customer can tell 10 more l 13% will tell at least 20 people

What Is Customer Service? l Research, sales, marketing and public relations applied at the most basic level. l The basis for one-to-one customer relationship building. l An avenue for future and current profitability.

Customer Service l Customers are the life-blood of any business -so providing great customer service is critically important.

Customer Service l Customers expect the same quality that you would expect to receive. l Keeping the customer satisfied needs to be the goal of everyone in the organization. Memory l Remember all Pictues Activity

How Does Dramaturgical Theory Apply to Customer Service? l Dramaturgical theory suggests that a person's identity is not a stable and independent psychological entity l But is constantly remade as the person interacts with others.

Implementing a Fully Integrated Customer Service System l Quality customer service begins when management’s customer service values are reflected through front line staff.

Even Online Customer Support Is Falling Short. A study conducted by Benchmark. Portal found: • 51% of companies did not respond to inquiries at all • Of those that did respond, 70% failed to respond within 24 hours • 79% responded with an inaccurate and/or incomplete answer

Keeping Your Customers Satisfied l The more employees that know about the goals of the company as a whole, the better they feel about their job

Keeping Your Customers Satisfied l Internal customer relations is designed to build and maintain the critical skills necessary to be a dynamic and successful service professional

Football Compared to Customer Service l One way a football quarterback enables his team to execute successful plays is by making sure every player understands what his teammates are doing in the play

Football Cont…. l Members of a football team do not advance the ball by keeping their plans secret from one another. Colleagues in a company do not advance their plans by withholding information or assistance from one another

Dealing With the Difficult Customer Identify the forces that compel people to be difficult l Examine and practice essential communication skills l Turn conflict into cooperation, emotion into reason, and hidden agendas into honest dialogue l

Dealing With the Difficult Customer Develop strategies for dealing with the 10 most difficult customer behaviors l Identify and alter their own difficult behavior l

You and Your Inside Customer Identify personal behavioral tendencies l Assess opportunity areas for skill development l Determine factors that create internal customer dissatisfaction l Practice techniques to improve active listening skills l

The End l. Thank you for trusting us!