The SECRET why great companies stay on TOP

How to train your people to deliver the best customer service

All about Customer Service

• Customer service ties with building relationship with someone you do business with

• Not sales training or time management

Customer-focused or Employee-focused

• Before you can become customer-focused you got to become employee-focused in order to engineer that experience

How do you make the customer-experience great?

Start on the inside to make that happen

What happens on the inside is felt on the outside by the customer

CREATING GREAT CUSTOMER EXPERIENCE

• Got to manage the moment of truthwhen you interact with the customer, they have the opportunity to form an impression

CREATING GREAT CUSTOMER EXPERIENCE

• What will be their moment of truth?Will it be a moment of magicA moment of miseryOr a moment of mediocrity

“Create a moment of magic”

CREATING GREAT CUSTOMER EXPERIENCE

What does great companies do to stay on top?They bring in people, experts, coaches and proven programs to take their business to the next level or at least maintain where they are.

CREATING GREAT CUSTOMER EXPERIENCE

One-day training for all the people could not be use as a band-aid to turn things around permanently.

It takes time, focus, effort and it takes a culture-change to make it happen.

Culture-change does not happen overnight.

CREATING GREAT CUSTOMER EXPERIENCE

• You got to be relentless.One of the big misconceptions in culture

change especially if its focused in customer service is it needs to be relentless all the time constant.The word is reinforcement.

CREATING GREAT CUSTOMER EXPERIENCE

• Lack of planningYou don’t plan for the storm at the day of the storm. You got to be thinking way ahead of

things.

Noah didn’t wait for the flood before he build the ark.

CREATING GREAT CUSTOMER EXPERIENCE

• Engineering the customer–service experience

Which comes first? Customer-focused or Employee-focusedBefore you can become customer-

focused you got to become employee-focused in order to engineer that

experience.

CREATING GREAT CUSTOMER EXPERIENCE

The customer-experience is going to happen from the very beginning.

Whatever you are selling, whether it is a service or product, you need to

engineer that experience to be completely customer-focused.

CREATING GREAT CUSTOMER EXPERIENCE

• Engineering the frontline experienceYou engineer by creating the story.

“If you’re not actually dealing directly with the passenger you’re probably supporting

somebody else. You need to manage the moment of truth internally just as

important as you would externally.” Jon Carlson

CREATING GREAT CUSTOMER EXPERIENCE

What are the common mistakes?• Poor training• Not ready for a culture change• Not constant (relentless)• Lack of planning (regular meetings)

How do you know when your people are happy?

• When they are Empowered• When they are Trained• When they are Confident to say “Yes”

to customers