1. Customer Service
Free Powerpoint Templates

2. Macy’s-1950’s Customer walked in to return an item
The item was returned at full purchase price
She left happy
She didn’t purchase the item at Macy’s!
Macy’s wanted to do everything in their power to make sure the customer left happy
Happy customer=repeat customer

3. Cost of New Customers
General rule: Cost 5 times as much to obtain a new customer, than to keep a current customer
Actual amount is debatable
What you need to know: Cheaper to keep an existing customer

4. Ritz-Carlton Hotel NYC
1am and a father and his kids are camped out in front of Radio City Music Hall hoping to get wristbands for the NFL Draft
Ticket window opens at 6am
Taxi pulls up, doorman jumps out, and drapes blankets around them and hands them hot chocolate
The family had checked into the Ritz-Carlton before heading to Radio City Music Hall
They were 4 miles from the hotel
Caring Customer Service

5. Good Customer Service
Get with a partner and make a list of what it takes to provide good customer service
2 Minutes

6. 3 P’s of Customer Service
People
Employees are the point of contact for your company
Lowe’s invest 350,000 hours/year on training their staff how to interact with their customers in a way that represents their company

7. 3 P’s of Customer Service
Performance
Make sure your product works before hand
Amazon and Google rank high in customer service because they deliver on performance
Their products do what they say they will do
Added bonus: when products work it minimizes the need for one-on-one customer support

8. 3 P’s of Customer Service
Personalization
Co. needs to understand customers needs and wants in order to exceed them
View each customer as unique and valued
Transactional relationships should be transformed into emotional relationships

9. Good Customer Service Skills Employees need
Patience
Attentiveness
Clear communication skills
Knowledge of the product
Ability to use positive language
Acting skills
Time management skills
Ability to “read” customers
A calming presence
Goal oriented focus
Ability to handle surprises
Persuasion skills
Tenacity
Closing ability
Willingness to learn

10. Customer Complaints
When customers complain most about companies, it deals with:
Mistreated/misunderstood by CS Reps
Incorrect order
Orders not complete on time
All be avoided

11. You will have 5 minutes to complete all 20 orders
You will have 5 minutes to complete all 20 orders. You will place the cookies in the correct package.

12. GO!

13. STOP!