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Customer Service V. A. S. By: Martin D. Jocz CR, CMR
Why should we have quality in service? • Service industries face a special challenge: Meeting customer needs while remaining economically competitive. • While automated processes can make an impact, service industries are still labor-intensive and there can be no substitute for high-quality personal interaction between service employees and customers. • Competitive advantage rests with those organizations that successfully provide customer value through the most efficient use of technology and people.
Companies should attempt to: • Understand improve operational processes • Identify problems quickly and systematically • Establish valid and reliable service performance measures • Measure customer satisfaction and other performance outcomes
• Why is customer service important to you? • What is your “Philosophy”? – In deference to Ziglar … Is it a “sometimes thing or and ALL the time thing”… • Where do you see yourself and your company with relation to how you provide service your customers?
• What does it mean to “create a company culture”? – Attitude(s) – Approach – Visibility – Integrity
Orientation • Company overview • History of the Company • Overview of the nature of work • Capabilities • Territory • Relationship to >>>>>>. . ? ?
• Company philosophy (V. A. S. ) • Customer relations • Company vision for the future • Company culture
• What is Customer Service? – Stock it and they will buy it – Customer Service Rep! – Just in Time! – V. A. S. Concept
• What are you selling ? ? ?
Attention to detail(s) Hand holding Comfort The ability to focus on “normal” daily activities. Personal Business
• What makes your company profitable? – Equipment? – New Trucks? – A new building?
People make you profitable!
• What is your MAIN product? – Water mitigation/Mold • • The newest extraction equipment? Axial Airmovers The latest drying technique? Infrared – Fire Damage – Contents and pack-outs • ( POI)
• Your MAIN product is: Customer Cheerleaders
• How do you create customer cheerleaders ? – Phone presence – Introduction – Identifying the issues • Moments of truth – Positive – Negative Emotional “Bank Accounts”
How do we constantly create customer cheerleaders? • • Positive attitudes Referrals Training Approaches to our jobs – Presentation – Clean up
• What happens when we have a positive approach coupled with systems and procedures? – Makes everyone’s jobs easier – More fun to be at work – Jobs are finished faster and with less hassle and fewer problems – Fewer callbacks
How much is a Customer Cheerleader worth?
“Rules of the Game” Consistency and Repetition • Mc. Donald’s • Walmart • Tim Horton’s • Applebee’s • Zen ( no, NOT the Phil Jackson type of Zen ‘Master’)
What do you need to know to get started with Customer Service … or better yet …. . Value Added Services
– Language • What are customer Cheerleaders? • What are customer eyeglasses • Moments of truth?
• A customer cheerleader is someone who goes out of their way to say good things about your company. • Customer eyeglasses …ask yourself how the customer would view this. • Moments of truth can occur anytime that someone comes in contact with you or your company and forms and opinion either consciously, or subconsciously.
VAS = 3 A’s Attitude * Upbeat * Positive Appearance * Clean * Uniforms Actions * Smile!
• Service circles – EACH individual activity in the company in which the customers experience is managed. • Service Systems – A system that connects each service circle and creates a seamless handoff between each circle. Handoffs – The system for handing off a customer from one circle to another.
• What about Internal and External companies? – Internal – for the company, employee’s and/or the owner – External – we organize our systems and procedures around the customer • We have active systems and procedures designed to help the customer through our processes as effortlessly as possible • When in doubt… ask this question… – What do we need to do to exceed their expectations?
• TRANSFORMATIONAL CONCEPTS SUMMARY • Transformational concept #1 - A cheerleader is created when you dramatically exceed their baseline expectations. • Transformational concept #2 - Create a cheerleader and everything else takes care of itself! • Transformational concept #3 - A Moment of truth is anytime that a customer comes into contact with our company and forms an opinion, either consciously or unconsciously.
• Transformational concept #4 - 80/20 Rule – Over eighty percent of how a person judges the quality of the service that they receive is based on the person doing the work. Twenty percent is based on the work that is completed. • Transformational concept #5 - Moments of truth are cumulative. You have a bank account of moments of truth. You will have unexpected withdrawals. It takes twelve positive moments of truth to counter each negative moment of truth! • Transformational concept #6 – We will be recognized for our service delivery when we start to perfect the delivery of the benefits of our service rather than on delivering a restored home!
• Five (5) steps to V. A. S. – Make is easier for employee’s to “do it right” rather than wrong. – Attract, select, hire and KEEP only the VERY BEST quality individuals. – Tell your employee’s what your expectations are and… train them on how to do their job. – Let your workers know how they are doing on a regular and formal basis. – IF an employee stubbornly refuses to “play nice in the sand-box”, de-hire them.
• Create Cultural buy-in: • RESPECT • Become leaders – – Be servants to YOUR personnel Buy in from your people Measure your people If there is an issue, accept responsibility, resolve the issue and MOVE ON! – How can YOU help your people reach THEIR GOALS? – Set your goals – Don’t forget to say GOOD JOB!
Remember… The Customer is always watching Always ask yourselves this question: HOW would the customer view this ?
THANKS for being an EXCEPTIONAL audience! Martin D. Jocz, CR, CMR • Contact: [email protected] Mentors. net 541 – 225 – 7450 Trade show booth
• Thanks and credit to: – Jon Don and Steve Toburen for V. A. S. and Strategies for Success – Moments of truth by Jan Carlson – Top Grading by Brad and Geoff Smart – Cleaning and Restoration Magazine – Good to Great by Jim Collins – MY V. A. S. mentor - - Phil Rosebrook Jr.