Customer Service Customer Service V.A.S.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 and 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 Zig 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 holdingComfort The ability to focus on “normal” daily activities. PersonalBusiness

• 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• McDonald’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: Marty@BusinessMentors.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.