PDF The Secrets of Great Customer Service - PMI Washington DC
The Secrets of Great Customer Service
Gregg A. Hawrylko, PMP
Before We Begin...
Customer Service ? more art than science Achieving the right state of mind Passion can't be taught Create good feelings about working with you Every customer interaction is an opportunity Opinions formed quickly, are lasting (12/1 rule) Hard to achieve big changes in customer sat.
2
Why is Customer Service Important?
Customers pay our salary and make our jobs possible
Direct customer interaction ?> drives perception of company
Good customer service = client satisfaction
Poor customer service = less likely to work with you again
Analysis says you need to
actually delight customers,
not just satisfy them (product/service > expectations)
3
Make Every Customer Feel Important
Quality Customer Service Example ? Video Why is this so appealing?
Everyone likes VIP treatment No one likes waiting in line Equitable service not important to most customers Customers derive satisfaction from operating outside
established rules/processes
4
How to Make Customers Feel Important
Recall a good customer service experience
You received individual, personalized attention Treated as though you were their only client Treated with respect Your problem was `no problem'
Use their name and find ways to compliment them, but be sincere ? customers know
Your words, non-verbals, and actions must all match and show you care!
Think of ways to generate good feelings about working with you ? bring passion to your job
5
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