Why Customer Service Is NOT Enough Lisa Ford 770.394.4860 www.lisaford.com

The State of Service The state of service Everyone knows the statistics Every service needs fixing Who is your customer?

The Customer Service Experience Service experience drives the relationship The “new rules” Going beyond transaction

Service is Adding People to the Product We’ve all experienced the dry cleaners - Beg for complaints - On the spot or 24 to 48 hour response time - Dissatisfied tell twice as many - Pay attention to the details - Exceed expectations

The “Value” of Customer Service Simplify the customer’s life Create the welcome See it from their eyes What’s new, what’s next and what’s old

Back to the Basics Hard to do business with you Cost of small mistakes Ask – Would you want to do business with you? What is your weakest link? What is your point of difference? What is your enthusiasm factor?

Focus on Fundamentals The power of the unspoken Listening skills Words to use and words to avoid

Handling the Challenges Recovery skills – Take action and fix the problem Deal with the emotional customer - Stay calm and deal with emotions

Make it Happen Recognize great service Keep the focus by involving the team Create the attitude Execute it daily