Mari Gomez Work/Life & Wellness Program Specialist AFM - HRD Mid West Area Office Professionals July 30, 2014 Customer Service

Customer Service The Basics 2 What is Customer Service? Giving them what they want? Bad customer service Good customer service Customer service is not a department, it’s everyone’s job. The customer is NOT always right, but they will ALWAYS be the customer.

Customer Service The Basics 3 Who are the Customers? A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi

Customer Service The Basics 4 Good vs. Great Develop and communicate expectations. Exceed expectations. There are no traffic jams along the extra mile. ~ Roger Staubach

Customer Service The Basics 5 Don’t take the easy way out Opportunity in complaints Your most unhappy customers are your greatest source of learning. ~ Bill Gates

Customer Service 6 It’s all about ME! What if the “difficult” person is us? We expect great customer service…but what do we expect from ourselves?

ControlInfluenceNo Control Untenable Situation Powerful Behavior MasteryPersuadeLet GoExit & Move On Powerless Behavior Abdicate Quit Complain Pointless Striving Hunker Down, Rebel, Sabotage, Play Victim Customer Service 7 Control/Influence Chart Gilburg Leadership Incorporated

Customer Service 8 What can you control? What can you influence?

Customer Service 9 Attitude Service is not what you do, but who you are. Take care of yourself so that you can care for others. You are serving a customer, not a life sentence. Learn how to enjoy your work. ~ Laurie McIntosh

Customer Service It’s about Me! 10 Purpose – why are we here? Build connections Stay connected with what actually matters. Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves. ~ Steve Jobs

Customer Service It’s about Me! 11 Understand what drives customers. Engage with customers. Demonstrate how much you care. Think for yourself Experiment and innovate Break down the process

Customer Service It’s about Me! 12 Sweat the small stuff! The secret is in the details. Strategy vs. Small Solutions Be the “Chief Detail Officer”

Customer Service Small Stuff 13 Answer the phone/ Listen – really listen, not just hear. Focus on the positive Handle complaints effectively Keep your promises Be helpful and kind, even when there is no immediate benefit.

Customer Service Small Stuff 14 Let others know you appreciate them Go the extra mile Ask if there is anything else you can do Train yourself and others

Service Is the currency that keeps the organization moving. I serve you in one role, you serve me in another. When either of us improves, the organization gets a little better. When both of us improve, people are sure to notice. When everyone improves, the entire organization grows stronger. Adapted from Ron Kaufman Final Thoughts… 15

Be a Customer Care Hero Be an employee that cares deeply about delivering the best experience to others. Service requires dedication, inspiration, and passion. Final Thoughts… 16