The Culture of FANTASTICCUSTOMER SERVICE
Thomas N. Davidson, J.D.Some material is sourced from TRF customer service slides in the public domain.
PLAY/ENJOY YOUR JOB
LOOKERS & RUNNERS
Work environments that put people in slots and are driven by excessive rules:Restricts creativity;Adds frustration;Causes conflict amongst workers;Reduces quality service.
DRIVERS OF PERFORMANCE
Do we know the expectations of our jobs?
Do we know the mission?
Are we committed to accomplishing mission and goals?
Are we disciplined to get there?
MAKE THEIR DAYTREATING OUR CUSTOMERS WITH
• Caring and Professional Service
• Flexibility
• Problem Solving
• Service Recovery
SEVEN DEADLY SINS OF CUSTOMER SERVICE
Manual page 19
DEADLY SIN #1
APATHY
DEADLY SIN #2
BRUSH OFF
DEADLY SIN #3
COLDNESS
DEADLY SIN #4
CONDESCENSION
DEADLY SIN #5
ROBOTISISM
DEADLY SIN #6
RULE BOOK
And FINALLY #7
RUN-AROUND
WHAT DO OUR CUSTOMERS WANT?
• Needs: Basic service
• Expectations: Quality
• Value Added: Customer delighters
• To determine: we must ask them and continue to ask them.
FISH PHILOSOPHY #3
HOW WE COMMUNICATE
Skill % Time Used Years of Training
Writing 9% 12 years
Reading 16% 6-8 years
Speaking 35% 1-2 years
Listening 40% Less than ½ year
Manual page 25
WHY IS LISTENING SO HARD?
We are capable of speaking 100-125 words per minute.
We can hear at about 200 words per minute.
Our brains can process information at 500 words per minute.
BUILDING TRUST THROUGH EFFECTIVE COMMUNICATION
Design communications that build trust
•Writing•Reading•Speaking
As an organization:Which skill needs the most improvement to attain Fantastic Customer Service?
BODY LANGUAGE
7%
38%
55%
Communication is:
7% Words;
38% Sounds
55% nonverbal
ARE YOU A GOOD LISTENER?
LEVELS OF LISTENING
IGNORING
PRETEND
SELECTIVE
ATTENTIVE
REFLECTIVE--EMPHATHIC
BEING THERE FOR FANTASTIC CUSTOMER SERVICE