RAVING FAN CUSTOMER SERVICE PRESENTED BY NICOLE POENITZSCH

RAVING FAN CUSTOMER SERVICE PRESENTED BY: NICOLE POENITZSCH, ED. D. SISD PROFESSIONAL LEARNING CONFERENCE AUGUST 2015

TRUE OR FALSE?

What do you do when things don’t add up? Change your paradigm.

TRADITIONAL PARADIGM Customer service happens in the moments when your organization interacts with its customers. You can improve your customer service by providing positive interactions and meeting the customers needs during those moments.

RAVING FAN PARADIGM Good customer service is an expectation. It is not something that can set you apart. Exceeding expectations and WOWing customers is the way to get them to rave about you and generate a positive reputation for an organization’s level of service.

Opportunities to exceed expectations and create raving fans. GOOD CUSTOMER SERVICE-EXPECTATION Times we’ve missed the mark x 10, 000 social media followers.

How exactly do we create raving fans? 1. Decide what you want people to say about you, your team, your department, or your organization. [VISION] 2. Determine what your customers want. [INTERNAL & EXTERNAL] 3. Deliver on your vision -100% plus one. [WOW CUSTOMERS-BE A CREATIVE PROBLEM SOLVER. ]

§ I needed the poster, like yesterday. § Can you direct me where to find information on…? § I came to eat lunch with my child, but I do not have my ID. § Make small changes that support your vision. [MAKING GUESTS FEEL WELCOME. ]

YOUR TURN THINK. PAIR. SHARE.