the color of customer service presentation
DESCRIPTION
Excellent customer service is different to every person. You will not be successful in delivering excellent customer service if you don't know what motivates you in giving it and the lens in which your customer sees your actions. Even if you are not familiar with the Strengths Deployment Inventory, this information will improve your customer service just by changing the lens through which you view it.TRANSCRIPT
The Colors of Customer Service
Karla EdwardsRay Linder
“Have you ever . . .?”
• Have you ever been at a restaurant where you loved the server but your friend didn’t?
• Have you ever felt like you were getting excellent service that you didn’t want?
• Have you ever wished the sales clerk wouldn’t greet you so enthusiastically?
• Have you ever stayed loyal to a product or service that was overpriced or inconvenient?
Why Does It Matter?
“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.”
Jerry FritzCustomer Service Trainer
CEO, Power to Wow
Why Does It Matter?
71% of business leaders believe that customerexperience is the next corporate battleground.
(Shaw & Ivens)
Why Does It Matter?
91% of unhappy customers just leave and say nothing
1 word of mouth = 600 ads!
Costs -35%Revenue +35%
Why Customers Leave
3% business moved5% preferred competitor’s product 9% price increases14% dissatisfied with product/service31% total
69% left because of poor serviceWhite House Office of Consumer Affairs
Why Does It Matter?
• 55-58% customers will always or often pay more for the experience:– Apple– Starbucks– Disney
Why Does It Matter?
“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end of the
day and totally human terms. Perception is everything.”
Tom Peters
Why Does It Matter?
“The more you know what makes you tick; the more you know about what makes others tick . . . the more empowered you become to control outcome of your relationships".
Elias Porter
What is “excellent” Customer Service?
EXCELLENT CUSTOMER SERVICE
Concern for the Protection, Growth and Welfare of Others
BLUE ALTRUISTIC–NURTURING
Be friendly
Listen respectfully to my needs
Understand me and my needs
Value me even if I’m a new customer
Empathy – my needs matter as if they were yours
RED ASSERTIVE–DIRECTINGConcern for Task Accomplishment, Concern for Organizationof People, Time, Money and Any Other Resourcesto Achieve Desired Results
EXCELLENT CUSTOMER SERVICE
Fast and effective – “get in, get out and get on with my day”
Be prompt
Straightforward, bottom-line communication
Delivers without excuse
Take ownership and be accountable
Concern for Assurance That Things Have Been Properly Thought Out Concern for Meaningful Order Being Established and Maintained Individualism, Self-Reliance & Self-Dependence
GREEN ANALYTIC–AUTONOMIZING
EXCELLENT CUSTOMER SERVICE
Answer their many questions
Be well-informed
Do NOT give incorrect information – it’s better to say, “I don’t know.”
Being right is more important than being nice
Give them space - let them initiate and control the interaction
HUB FLEXIBLE–COHERINGConcern for FlexibilityConcern for the Welfare of the GroupConcern for the Members of the Group and for Belonging in the Group
EXCELLENT CUSTOMER SERVICE
Thoughtfulness + follow-through + empathy
Have a balanced, effortless approach
Make the relationship feel like a partnership
Identify and ensure a payoff for both parties
Resourceful, especially when meeting unanticipated challenges
RED-BLUE ASSERTIVE–NURTURING
Concern for the Protection, Growth and Welfare of Others Through Task Accomplishment and Leadership
EXCELLENT CUSTOMER SERVICE
Make them feel unique, special, valuable
Take ownership with an enthusiastic “Can Do!” attitude
Friendly – and happy!
Give them options for them to choose from
Clear and prompt support that respects their time
RED-GREEN JUDICIOUS–COMPETING
Concern for Intelligent Assertiveness, Justice, Leadership, Order, and Fairness in Competition
EXCELLENT CUSTOMER SERVICE
Let them pursue a relationship with you rather than you with them
They want to be in control of the process
Be available ONLY when needed They want to learn something so
they know what to do in the future Be problem-focused rather than
person-focused – smart more important than kind
BLUE-GREEN CAUTIOUS–SUPPORTINGConcern for Affirming and Developing Self-Sufficiency in Self and Others, Concern for Thoughtful Helpfulness with Regard for Justice
EXCELLENT CUSTOMER SERVICE
Listening thoughtfully
Allow for many questions
Don’t pressure or move the process to quickly
Allow them time to consider the data AND the relationship
A system that functions in a caring and equitable way
THE PERSON WHO KNOWS THEIR ABCS:
ASSESS-BORROW-CONNECT
Who Gives Excellent Customer Service?
Service Recovery
Making Wrongs Right
Cost of Service Recovery
6 to 10 times more cost to attract new customers than to retain existing ones
Correcting failed services
Lost &
Found
$20,000 to replace items at a regional hospital
1st Stage of Conflict is Key
• You MUST stay in Stage 1
• Be self-aware of your triggers
• Be self-aware of your Stage 1
• Get back into Assess-Borrow-Connect mode!
ExerciseHow Do You Recover Service for Each Color?
Service Recovery by Color• Blue: “Make it right without me getting
upset.”
• Red: FIX IT! NOW!
• Green: Knowing that there is a structure supporting the solution
• Hub: We’re back in balance – the relationship is win/win
Service Recovery by Color
• Red-Blue: “Make it right without me getting upset.”
• Red-Green: “Tell me how to prevent it from happening again.”
• Blue-Green: Clear, rational (i.e. with a solution) and authentic apology
Why Does It Matter?
“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end of the
day and totally human terms. Perception is everything.”
Tom Peters