Exceptional Customer Service “Every company's greatest assets are its customers, because without customers there is no company.” - Michael LeBoeuf Michael Munaco- Seaholm High School Small Business Operations

Why is providing exceptional customer service so important?

■78% of customers will leave a business because of a poor customer service experience and never return. Source: American Express Survey, 2011

■91% of unhappy customers will not willingly do business with you again. Source: Lee Resources International, Inc. Why is providing exceptional customer service so important?

■70% of the customer’s perception of their buying experience will be based on how they are treated. Source: McKinsey Consulting Services Why is providing exceptional customer service so important? Perception is our reality!

■A person who has a bad customer service experience will tell between 9 and 20 people. –Consider the impact of using social media to communicate a bad experience. Source: American Express Survey, 2011 Why is providing exceptional customer service so important?

■For every customer who does complain, 26 others will remain silent. Source: The Whitehouse Office of Consumer Affairs Why is providing exceptional customer service so important?

Be prepared to provide exceptional customer service! ■Be on time! You can’t provide exceptional customer service if you aren’t there!

■Be appropriately dressed and well groomed! Be prepared to provide exceptional customer service!

■Put away your cell phone! –Using your phone while working is unprofessional and distracting. Be prepared to provide exceptional customer service!

■Do NOT have visitors at work! –Visitors (such as a boyfriend/girlfriend) are a distraction. Be prepared to provide exceptional customer service!

■Be sure you have the tools you need to provide exceptional customer service! –Check supplies and other materials. Be prepared to provide exceptional customer service!

■Look for things that need to be done and do them! This is called initiative! Be prepared to provide exceptional customer service!

■Cooperate and collaborate! Be a team! Be prepared to provide exceptional customer service!

Practical tips for providing exceptional customer service! ■Greet customers when they enter the business! Use their name! –Use phrases like “Good Morning” or “Good Afternoon” or “Welcome, how can I help you this morning/afternoon.”

Practical tips for providing exceptional customer service! ■Acknowledge waiting customers! –No one wants to feel ignored. Its insulting and disrespectful.

Practical tips for providing exceptional customer service! ■Communicate clearly and positively. –Speak loudly enough to be heard and face the customer. –Use positive language – “I’m sorry we are out of that product, it will be in tomorrow, but we have a great … ?”

Practical tips for providing exceptional customer service! ■Be enthusiastic and have fun!

Practical tips for providing exceptional customer service! ■Be a good listener. –Give the customer your undivided attention. –Make eye-contact!

Practical tips for providing exceptional customer service! ■Say thank you! –Be sincere and be creative – write a note, draw a happy picture.

Practical tips for providing exceptional customer service! ■Appreciate your customers! –If a customer thanks you first, respond with “Thank You” not “Your Welcome.” –Remember – the customer is doing us a favor, not the other way around.