Mastering the Art of Customer Care

Presented by: Rae Ann BrunoBusiness Solutions Training, Inc

Feelings Matter

Making one feel important is a key way to attract followship*.

HDI states that 75% of a customer’s satisfaction is based on how the customer feels.

68% of organizations lost customers due to perceived indifference (HDI SCA).

*William Cohen, The New Art of Leadership

My Observations

Working with Customers is not easy! Customer Service jobs are NOT for

everyone! Strong interpersonal skills (and others) are

needed to do well. Technique matters! The basics just don’t cut it.

Basics

What are your MINIMUM expectations of someone providing service to you?

Balance

“Numbers” Too much emphasis

on industry metrics can tip the scales in the wrong direction

Skills Focused on the

Customer experience

Tolerable Acknowledgement Cordial Good tone of voice Seems to care about helping me Listens Does not have the “NEXT” attitude Offer to assist Polite

Better Beyond “just the facts” Knowledgeable Flexible Good use of empathy Uses questions well Listens and comprehends Takes ownership Knows when to escalate Shows sincerity

Great Thinks on feet Consistently sincere Very helpful Great interpersonal skills Keeps commitments Strong emotional intelligence

Award Winning Insightful Fully engaged Very helpful Can diffuse negative behavior Goes above and beyond Has great follow up/through Communicates in terms customer

understands Understands the REAL issue

Beyond the Skills Balance of “numbers” and quality Quality Monitoring Coaching Training Customer voice A focus on loyalty and satisfaction Understanding of efficiency and

effectiveness metrics Trending and continual improvement

Summary Leaders – numbers Nominees - mastered