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Extraordinary Customer Service Models

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Presentation on theme: "Extraordinary Customer Service Models"— Presentation transcript:

1 Extraordinary Customer Service Models
Joy L. Gibb, ABOC

2 Customer Service Why extraordinary customer service?
What’s different between customer service and customer experience What can we learn?

3 Customer Service Good customer service happens when nothing is left to chance and you are honest with yourself.

4 Nordstrom Iconic They value their customers Business Principles
Exceptional Service, Selection, Quality and Value

5 Use good judgment in all situations.”
Nordstrom Empowered Employees Handbook “We’re glad to have you with our company. Our number one goal is to provide outstanding customer service. Set both you personal and professional goals high. We have great confidence in your ability to achieve them. So our employee handbook is very simple. We have only one rule….. Use good judgment in all situations.” Nordstrom employee handbook

6 My Nordstrom Practice Do I meet or exceed expectations?
Do I have a handbook? Are my employees empowered to resolve problems? Is extraordinary customer service a priority for the entire staff?

7 USAA Provides various financial products and services
Offers insurance solutions They understand the unique needs of their customers They provide unique solutions

8 My USSA Practice Do I understand the needs of my customer?
Do I keep it simple? How do I resolve the “I can’t see” problems?

9 Lexus Ability to make service appointments online
Ability to select service adviser

10 My Lexus Practice How can I make it easier?
What is convenient about my practice? Even when you are technologically advanced you still must have customer service.

11 Ace Hardware True Value
Mystery shopping program Inventory stocking programs True Value Customer feedback program

12 My Ace Hardware/True Value Practice
Do I have mystery shoppers? What is the practice experience from beginning to end? Do I mystery shop? How do I gather customer feedback? How do I implement customer feedback?

13 My Southwest Airlines Practice
Do I have proactive customer service? Is it fun to do business with me? Are we all on the same “information page”?

14 Fairmont Hotels & Resorts
Mission Statement “Turning moments into memories for our guests.” Chauffeured car service Family & friends discount Employee reimbursement

15 My Fairmont Hotels Practice
What can I do to make my patient’s experience unique and memorable? Do I have a friends and family incentive or discount? Do I have a referral program?

16 Enterprise Founder, Jack Taylor
“people doing ordinary, everyday things with extraordinary passion and focus. He saw people willing to go well beyond their own jobs to get the whole job done right … people who believed in his vision and made it their own.”

17 My Enterprise Practice
How can I improve efficiency? Do you do the basics brilliantly? Who gives input regarding office procedure? Can I justify stupid systems?

18 Dell One of the most active companies in the “Twitterverse”
Use social media to handle customer service issues

19 My Dell Practice How do I use social media?
Do my patients like the way I use social media?

20 Panera Bread Kept hours steady for workers
Cash bonus program for hourly employees Long-term management incentives “Happier employees lead to more repeat customers”

21 My Panera Bread Do I take care of my employees the way I want them to take care of the customer? How do I help employees feel valued?

22 Wegmans Food Market Budget for customer service courses
New-store orientations Extra staffing costs while workers are in class Tuition scholarships

23 My Wegmans Practice What customer service training do I offer?
What educational benefits do I offer employees? What licensing benefits do I offer employees?

24 Great customer service doesn’t just happen.
Conclusion Great customer service doesn’t just happen. You have to have a plan!

25 Thank you! Joy L. Gibb, ABOC


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