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