1. (second logo) Customer Care (second logo) Customer Care

2. (second logo) Customer Care “Fabulous Service is quite simply ordinary people doing ordinary things, extraordinarily well” Betsy Sanders Vice President Nordstrom

3. (second logo) Customer Care How many times have you walked into a shop and gone up to the counter where the assistant was on the phone to a friend and failed to look up at you and give you a greeting? How did you feel? Behaviour Speaks Louder Than Words

4. (second logo) Customer Care How do you feel when you are sitting in a café and a member of staff walks right past you, not once but several times? You cannot catch their eye because they are deliberately avoiding you. Behaviour Speaks Louder Than Words

5. (second logo) Customer Care How about sitting in your airline seat on a no frills airline, which insists on pushing duty free sales? The two stewards are slowly progressing down the aisle dealing with passengers all the while discussing a forthcoming staff promotion, right over the heads of every passenger on the plane. What is so surprising about this is that the stewards are on commission for sales, yet they are doing nothing to acknowledge the passengers as customers?

6. (second logo) Customer Care Please Your Customers All Of The Time Or Lose Them Customers Value What Is Important To Them

7. (second logo) Customer Care Setting Performance/Customer Care Standards Standards give everyone in a company guidelines on how to perform. When setting standards you should go through the entire process as a customer. There should be standards for every function. If standards are vague and woolly, they can not be measured and staff are not clear about what is expected.

8. (second logo) Customer Care Nordstrom Inverted Pyramid The Company Structure Customers Sales & Support People Departmental Supervisors Managers/Buyers Board of Directors

9. (second logo) Customer Care Rating a Service Culture Questions to Ask ! 1. Do your staff believe their company cares about giving memorable customer service? 2. Do managers in your company believe that good staff relations are important in establishing excellent relations with customers?

10. (second logo) Customer Care Rating a Service Culture Questions to Ask ! 3. Are staff, at all levels, willing and able to put themselves out personally to help a customer? 4. Are staff keen to help, support and provide a good service to one another?

11. (second logo) Customer Care Rating a Service Culture Questions to Ask ! 5. Do your staff place more emphasis on pleasing customers or on following rules and procedures? 6. Are managers and front-line staff constantly encouraged to seek new ways to please customers?

12. (second logo) Customer Care Rating a Service Culture Questions to Ask ! 7. Would your front-line staff say they have the ability, training and encouragement to deliver really good customer service? 8. Do front-line staff believe the company wants to deliver memorable service?

13. (second logo) Customer Care Rating a Service Culture Questions to Ask ! 9. Do your staff realise they have internal as well as external customers? 10. Does your company reward staff for providing memorable service?

14. (second logo) Customer Care Ten Steps To Staff Who Care For Customers 1. Be clear about the skills and behaviours you want from your staff. 2. Spend Time on the Recruitment Process. 3. Organise a really effective induction programme.

15. (second logo) Customer Care Rating a Service Culture Questions to Ask ! 4. Make sure all employees know what customer care standards are expected. Include them in setting the standards. 5. Create and maintain a service culture where the customer really does come first. 6. Help people to feel motivated and positive at work.

16. (second logo) Customer Care Rating a Service Culture Questions to Ask ! 7. Deal with mistakes positively. 8. Encourage team work. 9. Recognise and reward people, make them feel appreciated. 10. Do not drop people in it: train them.

17. (second logo) Customer Care Nine Steps To Superb Customer Care 1. Your company must be inspired and led by a customer-orientated vision. 2. Your customers must define your company’s service. 3. Learn to understand your customers by actively listening to them and valuing complaints.

18. (second logo) Customer Care Nine Steps To Superb Customer Care 4. Memorable customer service must come from the top down. 5. Make customer service commitment real by encouraging every staff member to take responsibility for delivering it. 6. Show that you value your staff and recognise and appreciate what they do.

19. (second logo) Customer Care Nine Steps To Superb Customer Care 7. Build your systems to deliver excellent customer care. 8. Ensure first class communications with your customer by training and supporting everyone who has contact with them (and by listening to them). 9. Never become complacent. Look around you at other providers of excellent customer service and learn from them.

20. (second logo) Customer Care Task Time! Action Plan You have just been appointed as the new Customer Care Director. Your task is to achieve consistently superb customer care. Your success will be measured by postal and telephone questionnaires which will be completed by a sizeable % of customers in 12 months time. Identify your top action points:

21. (second logo) Customer Care Task Time! What can you as a supervisor do to impact positively on customer care standards!

22. (second logo) Customer Care