1. Customer Service Steve Davis RYKO 1998 Service Managers Meeting

2. Customer Service What Is Customer Service What Is A Customer Who Is Your Customer High Cost of Unhappy Customers Art of Customer Relations Open Discussion on Tough Problems

3. What is Service Is What a Company Is All About –RYKO Provides Products and Services That a Customer Wants or Needs Is What a Service Department Is All About –RYKO Service Installs, Services, Maintains Equipment and Customers Is Your Value As An Individual

4. What Is a Customer? Anyone You Provide a Service For Someone You Receive Something in Exchange for Your Service The Most Important Person to Your Livelihood

5. Who is Your Customer? Equipment Owner or Purchaser RYKO Service Technician RYKO Local Employees RYKO Area Manager RYKO Regional Manager RYKO Home Office Everyone You Provide a Service To

6. Who Are You A Customer To? RYKO Service Technician RYKO Local Employees RYKO Direct Area Manager RYKO Regional Manager RYKO Home Office Everyone Who Provides a Service to You!

7. Who Are Customers? You - When You Provide a Service! Everyone You Provide a Service to! Incorporate Into Your Everyday Thinking - Who Is the Customer.

8. What is The Customer Interest RYKO 1998 Summer Survey

9. Car Wash Operators Biggest Concerns Damage Reliability Cost of Operation Quality of Clean Equipment Price Service Speed Customer Perception Competition Equipment Type Options Revenue Reclaim Warranty Appearance Response Time Equipment Life Installation Costs RYKO 1998 Summer Survey

10. Why Does Downtime Cause Concern? Average Number of Days Down Per Month For Five Years

11. The High Cost of Unhappy Customers 96% of Unhappy Customers Never Complain About Rude or Discourteous Service 90% or More Who Are Dissatisfied With Service They Receive Will Not Buy Again Each Unhappy Customers Will Tell Nine Other People Their Story 13% of Those Unhappy Customers Will Tell Their Story to More Than 20 People Acquiring a Customer Is Very Expensive!

12. The Art of Customer Relations Satisfy the Customer Retain the Customer Provide a Service Grow the Customers Business With You Handle Complaints With Professionalism Sincerely Appreciate What the Customer Does For You!

13. Customer Relations Skills Smile Be Pleasant Begin in a Friendly Way

14. Customer Relations Skills Professionally Represent Your Company –Dress the Part –Remember You Are RYKO to Your Customer –Listen To Your Customer –Be Interested in Your Customer –Give Them Your Full Undivided Attention –Remember the Sweetest Sound in the World –Be Genuinely Interested in Your Work

15. Customer Relations Skills –Make Your Customer Feel Important –Be an Expert - Do Your Homework –Speak in Terms of Your Customers Interest –Never Condemn Your Customer, Your Employees or Co-workers –Control Your Temper –If Your Wrong Admit It Readily –The Only Way To Win an Argument is to Avoid one

16. Customer Relations Skills Explain What You Will Do Commit to When It Will Be Done Tell Them How Much It Will Cost Get Agreement From The Customer Do As You Said You Will Do Don’t Commit to What You Cannot Do Find the Extra Energy

17. Customer Relations Skills Thank the Customer

18. The Art of Customer Relations Satisfy the Customer Retain the Customer Grow the Customers Business With You Handle With Professionalism Sincerely Appreciate What the Customer Does For You!

19. A Customer If You Do Work for a Customer, Then for Heavens Sake Work for Them. Speak Well of Them. Honestly Deliver What You Promise. Put Your Whole Heart Into What You Do for Them. A Customer Is Your Livelihood. They Provide You With the Means to Flourish in Exchange for the Service You Provide....Author Unknown

20. Discussion The Customer Wants You To Make Modifications to the Equipment Which Are Not Approved Per RYKO Engineering –What Are the Problems? –What Are the Ramifications? –What Should You Do? –What Do You Say to the Customer?

21. Discussion A Customer Is Angry Because You, the Service Technician Are Back to Fix the Same Problem You Fixed Eight Days Ago –How Do You Talk to This Customer? –What Should You Do?

22. Discussion The Customer Wants the Previous Tech to Do the Work Because He Thinks the Technician You Sent Out Is Not Qualified to Repair His Equipment –How Do You Respond?

23. Discussion You Arrive to Perform Preventative Maintenance and the Customer Becomes Angry and Says You Always Come at His Busiest Time. –What Do You Say? –What Do You Do?

24. Discussion You Arrive for a Service Call and Your Customer Says He Has a Lemon Because It’s Always Broken Down –How Do You Respond?

25. Discussion After Making Repairs on a Service Call, the Customer Claims the Parts Should Have Been Covered Under Warranty. –How Do You Respond?

26. Customer Service What Is Customer Service What Is A Customer Who Is Your Customer High Cost of Unhappy Customers Art of Customer Relations Open Discussion on Tough Problems

27. Thank-you! Steve Davis RYKO 1998 Service Managers Meeting