1. Bell Ringer Jamal wants to know how much he will be required to put down on a house that will cost $159,00 if the lender requires a 15% down payment.

2. Bell Ringer Answer $159,000 * 15% = $23,850 Jamal’s down payment would be $23,850.

3. Agenda Bell Ringer / Attendance – 5 minutes Motivational Video – 10 minutes – Still Pumping Still Pumping Chapter 4.4 Lecture and Discussion – Take notes in your notebook. – Vocabulary words will be integrated into the notes.

4. Beginning Thoughts When was the last time you received outstanding customer service? When was the last time you received bad customer service? What was the end result?

5. Outstanding Service Equals Success Business sources depends upon excellent customer service.

6. Outstanding Service Equals Success All customers expect to be treated with fairness and dignity. Customer expectations also include safe, comfortable environment, and value for the money spent.

7. Outstanding Service Equals Success The best strategy for a business to rise above the competition is to provide uncompromising, outstanding customer service. Paying attention to customers and their needs is the first step in making customers happy.

8. Outstanding Service Equals Success Successful sales personnel take time to get acquainted with customers. Many businesses establish customer databases that include the addresses, telephone numbers, buying preferences, and birthdays of customers. – Companies send thank-you notes, birthday cards, and special discounts to establish a relationship with customers.

9. A Track Record for Great Customer Service CUSTOMER SERVICE GAP  the difference between customer expectations and the service that is actually received.

10. What are some examples of poor customer service?

11. Examples of Poor Customer Service Chatting on the phone or with others while customers are waiting to be served. Dismissing a customer by whining ‘It’s not my department.’ Placing a calling customer on hold for long periods of time and transferring the customer from department to department. Yelling at a customer who fails to understand company policies. Failing to follow up with customers in a timely manner to ensure satsification.

12. Training Programs That Make an Impact It is important for businesses to train their employees on proper customer service before a problem occurs. Every company claims to have a training program for customer service. – However, the trainings do not include how to serve customers well, but what happens when employees make mistakes.

13. Creating a Service Culture 1. Demonstrate a VALUES-BASED CULTURE that is rooted in high performance and excellent customer service. 2. Follow the ‘FAST’ (Focus, Action, Search, Tenacity) strategy. 3. Passion results in energy. 4. Demonstrate pride in every sale. 5. Remember the value of long-term positive relationships.

14. Values-Based Culture VALUES-BASED CULTURE  business culture rooted in high performance and excellent customer service. Customer Service employees should go above and beyond customer expectations to show the customers they are valued by the organization.

15. FAST Focus – associates should focus on company slogans as a target. ‘Customer is Right’, ‘Promises Made, Promises Kept’ Action – turn the focus into an action. Search – for ways to increase customer satisfaction. Tenacity – a necessary element for survival in the highly competitive business world.

16. Passion results in energy A successful business requires an enormous amount of energy. Energy is acquired by having a very strong interest in or a passion for what you do. Passion energizes people.

17. Demonstrate Pride Anyone working in the customer service field must be proud of what they do.

18. Remember relationships Customers appreciate service representatives who answer their questions, give them guidance, and remember their first name.

19. Customer Service Training http://www.youtube.com/watch?v=tn0veQ7_ stI http://www.youtube.com/watch?v=tn0veQ7_ stI

20. Computer Paper Activity Make up an acronym for good customer service. List the word for each letter of your acronym and explain how it relates to outstanding customer service. Color your acronym. These will be displayed in the hall.

21. Example

22. Left-Hand Activity You are the head of a customer service department. Write five rules for customer service that you would require all of your customer service associates to follow.