MIDWEST CUSTOMER SERVICE

Succeed with a WINNING Attitude

Human Interaction

IF WE DON’T BRING THE BUSINESSES AND TRAVELERS TO OUR MIDWESTERN STATES, SOMEONE WILL BRING THEM TO THEIRS

Northern Hospitality

“ Northern Hospitality ? ”

Deep in the Heart of…….

Yes, I was there……

What are your BEST experiences?

What are your WORST experiences?

Know Your Business, Products,

and Services

Know Your Community

Know Your Customer

Customer Service…..

Training ??

What Should You Know?

KNOW YOUR COMMUNITYSOME QUESTIONS YOU MAY ENCOUNTER TO

WHICH YOU NEED TO KNOW THE ANSWERS:HOW DID THE

COMMUNITY GET IT’S NAME?

WHERE IS THE CONVENTION AND VISITORS

BUREAU?

WHAT IS THE POPULATION

?

WHAT ARE SOME THINGS TO DO WITH CHILDREN IN THE AREA?

WHAT’S A GOOD

RESTAURANT NEARBY?

WE ONLY HAVE TWO

DAYS IN THE AREA, WHAT WOULD YOU RECOMMEND

WE DO?

THE FUN STARTS WITH YOU

KNOW WHERE THE ATTRACTIONS ARE

PLACES YOU WILL NEED TO KNOW:

NEAREST HOSPITALTHE POLICE STATIONA SERVICE STATION WITH A MECHANIC ON DUTYAREA RESTAURANTSLOCAL PLACES OF WORSHIPPLACES TO SHOP (PHARMACY, GROCERIES,

ETC.)AN ATMLODGING (HOTEL, MOTEL, B&B CAMPGROUNDS)ATTRACTIONS UNIQUE TO YOUR COMMUNITYGOLF COURSESPARKS

THE FUN STARTS WITH YOU

The Four Pillars of Our World

1. Relationship That Exists Between You

and the Customer

Customers We Know……

Customers We Don’t Know……

2. The Relationship That Exists Between YOU

and Fellow Employees

3. The Relationship That Exists Between YOU

and Management

4. The Self-esteem of …. The Employee

When it comes to customer relations, your

greatest strength will always be in the

uniqueness of your personality

9

Use your own experiences as a

customer to help you understand the

principles of good customer relations

Why do we give so much attention to

customer satisfaction?

REASONS CUSTOMERS DON’T COME BACK

1% DIE

3% MOVE AWAY

5% DEVELOP OTHER RELATIONSHIPS

9% FOR COMPETITIVE REASONS

14% ARE DISSATISFIED WITH THE PRODUCT

68% EXPERIENCE AN ATTITUDE OF INDIFFERENCE OR RUDENESS TOWARD THE CUSTOMER BY THE OWNER, MANAGER OR AN EMPLOYEE

Source: Customer Service for the New Millennium

• 72% of Travelers post about their trip and experience on social media WHILE they are on vacation

• 78% of Travelers continue to post on social media once they return home

You can't build a reputation on what you are going to do.” – Henry Ford

And….

Your Reputation is Based on

Customer Satisfaction

As you consider your personal success, you need to realize that your attitude

is impacted by many forces

…WITHIN YOUR CONTROL

1. Think Like The Boss

2. Be a Problem Finder

3. Be 100% Loyal

4. Be Enthusiastic !

Courtesy wendyscharfman.com

5. Do More Than You Get Paid For

6. Fix The Problem, Not The Blame

7. Don’t Talk About People

8. Do you look like you know what you’re doing?

9. Be 100% HONEST

And Combine That With These….

TOP TEN STRATEGIES

10

1. The Customer is NEVER an INTERUPTION

2. Greet Every Customer With a FRIENDLY Smile

3. Call Customers By Name

4. Remember, You ARE “Wisconsin”….

5. NEVER Argue With a Customer

6. Never Say… “I Don’t Know”….and End There…

7. The Customer Pays

Your Wages

8. State Things in a Positive Way

9. Brighten Every Customers Day

10. Always Go The Extra Mile

SERVICE IS NOT A SKILL…

IT IS AN ATTITUDE !!! - Ralph Marston

Thanks much for your time today !!

Andrew Nussbaum

715-299-5422