Welcome To The Basics of KnockYourSocksOff Customer Service

Welcome To The Basics of “Knock-Your-Socks-Off” Customer Service® Speaker Sandra A. Shelton.

TODAY Fortune, May 3, 1993

Why We Lose Customers 01% Dies 03% Moves Away 05% Other Interests 09% Competition 14% Product Dissatisfaction 68% Poor Customer Service

The Customer Experience Expectation Multiplied by Experience Process Plus Outcome

Rater If Reliability Isn’t There, Nothing Else Matters

What Determines Comprehension (What did she mean by that? ) The Words We Use _____% Our Nonverbal Language _____% Total Understanding 100%

What Determines Comprehension (What did she mean by that? ) The Words We Use 07% Our Nonverbal Language 93%

Attitude Every job is a self-portrait of the person who did it. Autograph your work with excellence.

Listen Because. . . n Lets Customer Vent Frustration - It is not personal! n Allows You to Find the Best Solution - To “Grid” It

Reflective Listening n Paraphrasing - Reflecting the meaning of what was said in your own words. n Reflecting Feelings - “You feel…, because. . . ”

Recovery Improves Perception n Enhances customer perception of goods and services already purchased. n Enhances customer perception of the company. n Enhances the perceived quality of other services & products.

Defusing an Angry Customer “Have I done something personally to upset you? Because if I have, I’d really like to correct it. ”

Egocentric Edgar n Appeal to his ego. n Demonstrate action. n Don’t talk policy. “For you, Edgar, this is what we can do. ” n Don’t let him destroy you.

Bad-Mouth Betty n Ignore it. n Address it. n Use Selective Agreement.

Hysterical Harold n Let him vent. n Stay polite. n Take it backstage.

Dictatorial Dick n Kill him with kindness. n Stick to your guns.

Freeloading Freda n These people are rare. n Don’t shape policies around them. n May need to fire her! (Refer her to another company. )

4 Steps to Empowering n Identify Common Situations. n What Authority Should I/They Have? n Assess Existing Knowledge & Skills. n Close the Gap. - Training - Communication

REMEMBER. . . Knock-Your-Socks -Off Customer Service Is YOU !