Professional Documents
Culture Documents
J. JURAN:
those features of whats being produced that respond to the CUSTOMERS needs
W.E. DEMING:
meeting and exceeding the CUSTOMERS needs and expectations and then continuing to improve.
WHAT IS QUALITY?
In a nutshell: Quality is what the customer says it is. PERIOD.
Ron Zemke Co-Author of Service America Senior Editor of Training
P E R C E N T
90 80 70 60 50 40 30 20 10 0
15%
15%
20%
49%
MOMENT OF TRUTH
The precise instant a customer comes into contact with any aspect of your business and on the basis of that contact, forms an opinion about the quality of your service and potentially, the quality of your product.
CYCLE OF SERVICE
END CYCLE
Unload cart Greet security guard Exit store Leave parking space
BEGIN CYCLE
Enter parking lot Find space Enter store Visit Customer Service desk Get cart Select groceries Ask Clerk for help Check store directory
Watch Sacker Meet Cashier Wait for turn Enter check-out lane Visit pharmacy
Competitive Reasons 9% Product Dissatisfaction 14% Attitude of Indifference toward the customer by some employees 68%
ATTITUDE
A mental disposition regarding a certain object, person or situation.
A
Activating Event
B
Belief
Consequences
E.Q.
Being able to understand and manage ones emotions. Behavior: handle frustrations get along with others
EMPATHY
Being able to read the emotions of others. Requires emotional energy. Personal touch in dealing with customers (especially when there are complaints).
ATTITUDE
Charles Swindoll
The longer I live, the more I realize the impact of attitude on life. Attitude, to me, life. is more important than facts. facts. It is more important than the past, than education, than money, than circumstances, than failures, than success, than what other people think or say or do. do. It is more important than appearance, giftedness, or skill. It will make or break a skill. company church home. company a church a home.
ATTITUDE
Charles Swindoll
The remarkable thing is we have a choice everyday regarding the attitude we will embrace for that day. We cannot change our day. past past we cannot change the fact that people will act in a certain way. We cannot change the way. inevitable. inevitable. The only thing we can do is play on the one string we have, and that is our attitude. attitude.
I am convinced that life is 10% what 10% happens to me and 90% how I react to it. 90% it. And so it is with you .. We are in charge of our attitudes. attitudes.
CUSTOMER SERVICE
A Word From Your Customer
I am your customer. Satisfy my wants with
personal attention and a friendly touch, and I will become a walking advertisement for your products and services. Ignore my wants, show carelessness, inattention and poor manners, and I will simply cease to exist as far as you are concerned.
CUSTOMER SERVICE
A Word From Your Customer
I am sophisticated. Much more than I was a
few years ago. I have grown accustomed to better things. I have money to spend.
I am an antagonist. I am sensitive. I am
proud. My ego needs the nourishment of a friendly, personal greeting from you. It is important to me that you appreciate my business. After all, when I buy your products and services, my money is feeding you.
CUSTOMER SERVICE
A Word From Your Customer
I am a perfectionist. I want the best I can get
for the money I spend. When I criticize your products or services and I will to anyone who will listen when I am dissatisfied-take heed. The source of my discontent lies in something you or the products you sell have failed to do. Find that source and eliminate it or you will lose my business and that of my friends as well.
CUSTOMER SERVICE
A Word From Your Customer
I am fickle.
Other businesses continually beckon me with offers of more for my money. To keep my business, you must offer something better than they. I am your customer now, but you must prove to me again that I have made a wise choice in selecting you, your products and services above all other.
International Management Review Vol. 3 No. 1
5 ROLES OF A CRO
Public Relations Officer Shock Absorber Mediator Salesman Information Gatherer
2. A SERVICE Attitude
Responding to customers expectations Providing a personal touch
Part Two:
FACE-TO-FACE COMMUNICATIO N SKILLS
SERVICE = SALES
4. Customer service is a management issue. 5. An error free relationship is not good enough.
EXPECTATIONS
Comfortable
Reliability
Assurance
Tangibles
Empathy
Responsiveness
CUSTOMER STYLES
Precise Routinary Outgoing Straightforward
COMMUNICATION TOOLS
Voice (38%) Words (7%)
DOS
Use testimonials from respected individuals. Be direct to the point.
DOS
Be patient and responsive as they relate what they want /expect from you. Discuss your solution in a logical and nonthreatening manner. Probe by asking how questions. Provide guarantees.
DOS
Allow time for small talk.
Mention testimonials. Get their opinions and suggestions. Be lively and enthusiastic.
DOS
Talk business. Find out what they want / expect by asking what questions. Discuss only the facts of an issue /concern. Present win-win solutions.
LEVELS OF EXPECTATION
TYPE OF SERVICE RESPONSE WHAT TO CUSTOMER CUSTOMERS FEEL EXPECTATIONS TYPE OF CUSTOMER EXPERIENCE
HEAVENLY ENCOUNTER
Ho Hum.
HELLISH NIGHTMARE