Customer Service Strategies That Will Separate You from the Competition presented by Louis Feuer, MA, MSW www.DynamicSeminars.com AHIP Virtual Seminar September 29, 2010

Customer Service is Everyone’s Responsibility

What is Customer Service? Personal reaction to an interaction. A good feeling. Feeling appreciated. Respect and dignity for all involved.

Secrets to Service Success People do business with people they like. people that are easy to do business with.

No Harris, you cannot call in sick because you do not feel positive.

FAKE IT!

Consider the Time Share blocks of time with our patients/customers. Provide time-frame for return calls. Become responsible for the times we promise.

Customer’s For Life by Carl Sewel Give customers what they want again and again. No complaints! . . . then something is wrong. Measure everything. Let the customer help you improve.

Philosophy of a Customer Driven Company It permeates all actions of all employees. Front-line people who listen and respond. Customer- friendly systems.

Treat Your Colleagues as Your Customers Create a pleasant working atmosphere. Offer to help. You will appreciate the help when it is returned. It’s about creating a great TEAM.

Active Listening Avoid distractions when listening. Acknowledge your understanding. Clarify all possibly misunderstood issues.

Make the Customer Feel Important Give undivided attention. Tell them they are important. Let them know you want their business. Let them know your are in business to meet their business needs.

Good Service with Good Communication Talk in a language the customer understands. Speak with assurance. Provide written information. Prepare everyone for emergencies.

d. carnegie You can make more friends in two months by becoming interested in other people than you can in two years trying to get people interested in you. d. carnegie

Sell Honesty Times, services, products - the customer is counting on you! Maintain consistency - they expect the same service every time. Often it is one strike and you’re out!

Keep Your Promises Customers never forget! They repeat your broken promises. They use your broken promises to separate you from the competition. Promises are how you are judged!

Offer to Help the Customer Offer to take the extra step. Be willing to exceed expectations. Become more than a service or product provider - and try to be a customer educator and consultant.

Show Customer Courtesy Be polite - you know how! Refrain from becoming angry. Use words like “please” and “thank you.” Thank the customer for their business.

Admit When Wrong Learn to say you’re sorry. Do it quickly and promptly. Do with the sincerity. Be gracious!

Strategies for Quality Service Know what the customer wants. Listen before you talk! Realize customers are the reason you are in business. Keep your promises. Make the customer feel important. Admit when you are wrong.

Exceed all expectations! Under Promise and Over Deliver!

The Satisfied Patient Keeping in touch with the customer. Calling regarding the approximate time they can expect you to arrive. The consumer will become the judge of our success, our profits and our survival.

Customer Satisfaction Does Not Guarantee Customer Loyalty!

Pick up the telephone, there’s money on the line!

It’s Telephone Time The telephone is the front office to almost of your business. Answer in three rings and the same way every time - use your name. Ask permission to place people on hold. Always take a message with date, signature and time. Try never provide the caller with another number to call.

Impact of a Complaint For every customer who bothers to complain, 26 remain silent. The average person with a complaint will tell 8 - 10 more, - more than 10% tell more than 20. 91% of unhappy customers never return. It costs five times as much to attract a new customer than it does to keep the old one.

Some Comments on Handling Complaints Poor handling of complaints reduces customer loyalty, often dramatically. Effective responses to customer complaints will increase customer satisfaction and customer loyalty. Customers who complain are often repeat customers and powerful influencers.

Most Common Complaints Discourtesy. Failing to keep promises. Blaming the system. Giving the problem to someone else. No Follow-up.

With Irate Customers It is important to fix the problem - not locate the blame. Do not interrupt the customer’s description of the problem. Ask “What can I do to make things right?” Cushion responses by agreeing with something!

Comments to Avoid I’ll do the best I can. I don’t know. That’s the second time I heard that. It’s not my department. I’ll look into it. The computer is down. That’s not our policy. You should have told me that first. I never heard of that happening.

Solutions to Complaints Listen - or at least act like it! Hear the entire problem. Repeat problem as you understand it. Make sure you have all the information. Ask customer for suggestions. Develop an action plan. Show concern. If you cannot solve the problem, quickly find someone who can!

Without Customers You Have No Business!

Thank you very much for bringing this program to your staff. For on-site programs at your location, contact AHIP and bring Louis directly to your staff! To contact Louis directly: 954-838-7504