1. Presented by: Archon Residential Management for the Tarrant County Job Fair Customer Service Skills and Your New Job!

2. You are a Customer, What makes YOU stay with the same business? Why It’s such a HOT Topic in Todays Market Place: Lots of Lip Service Samples of Themes from the floor here today Samples of Reputations / Ritz Carlton, Nordstroms, Southwest Airlines, Saturn. WHY SO HOT? Lots of Increased Competition - How am I Better/Different? Lots of BAD service………..Seven Sins of Service

3. Seven Sins of Service! Apathy Brush Off Coldness Condescension Robotism Rule Book Run Around

4. How Does it Affect Me? All the Hype Increases Expectation Levels Customer Service is not a department It is You, and each time you interact with a customer internally or externally Moments of Truth So your next job will be..Bookkeeper, Produce Manager, Analyst, Cook, etc..

5. How Do I Do IT? Do I need Training? Use your own Experience - What Makes YOU stay with a Company? Adopt the Behavior - Action Steps

6. What Makes You Stay with a Company? Reliability: Fed. Ex. / Post Office = Do what you say you are going to do. Respect: Every word or deed supports the belief that customers are the reason for your business. Flexibility: “Have It Your Way” approach! Commitment: To be of Service in all that you do - A Way Of Life. Responsive: Be accessible, available & willing to help the customers when they have a need. Empathetic: Put yourself in the customers shoes. Try to grasp his point of view and feel what he feels.

7. Action Steps! Put Yourself in a Good Mood - People stay where they feel good. Never Tell a Customer Your Problems. Acknowledge the Customer as soon as you see him. Behave as if the Company Image Depends of YOU!

8. Delightful Service! Going the Extra Mile Means….. Making it Memorable. Delightful Service - What is it?

9. “Delightful” Unexpected Undeserved Unnecessary Random Acts of Kindness 90% Attitude, 10% Action Little “Things” that mean a LOT.

10. What If My Customer Gets Angry? Ten Words You Should Never Use in a C.S. Transaction: No Impossible What? Listen! Wrong Can’t Why? Policy Wait Should’ve

11. The Ten Step Approach to Handling Angry Customers Listen with out interruption: un-resisted anger usually fades Remain Mentally Detached: it’s not about you Offer Your Help: Position Yourself as an advocate Call them by name: helps to focus on them Ask Questions: helps customer stop and think things through Ask them what they want: how can you make it right Give them what they want: if possible, or offer alternatives Sincerely Apologize: note the adjective, mean it! Capture customer’s information: ask for name and address for future Thank customer and follow-up: mean it, send note or call.

12. The Company that believes in Service should use these tips! Empathetic towards its own employees. Gives employees tools to do their jobs properly. Thanks employees for good work. Offers rewards that match the level of performance required. Treats employees like you’d treat a first time customer.

13. Remember This……….. Perception is Reality! The Final Measure of Service Quality is simply how the customer perceives it. Perceived Service Quality is the difference between what they expected and what they get!

14. If the Customer Doesn’t Care about it……. It is NOT SERVICE!