C for Culture
The main attitudes and behavior that define the functioning of a group or work place
Culture
What are the 3 internal stakeholders?
Employees, Managers, Owners.
the regard that something is held to deserve; the importance, worth, or usefulness of something
Value
Your personal ideas of how YOU feel you should deliver customer service
Ideal commitment
Take notice of and act on what someone says; respond to advice or a request.
Listening
T/F: one person can make up a culture
True
What are the four practices of the FISH! Model?
Choose your attitude
Play
Make their day
Be present
Most influential element in a business regarding lasting impressions:
Employees
What are one of the questions you should be asking yourself?
What is your personal commitment to enhancing your customer service skills?, What would be your perfect customer service strategy for yourself and your organization?, What gives you the motivation to provide continuous customer service, inside and out?
What are the 3 components of "Forni’s Three Basic Components of Listening"?
Plan your listening, Show that you are listening, Be a cooperative listener
Culture is also …
Commmunity
What are the 6 external stakeholders?
Suppliers, Society, Government, Creditors, Shareholders, Customers
What are the 6 factors influencing lasting impressions?
Overall Appearance of Business, Appearance of Personnel, Contact Made with Customer, Socio-economic Status, Education Level, Desirability.
What is the key in all of this?
Quality Customer Service.
What are Michael Baber's rules of customer service?
Make the customer feel: Helped, Understood, Respected, Appreciated, Liked, Heard
T/F: Culture is the foundation of an organization
True
Where does the FISH! model come from?
Pikes Place in Seattle, Washington.
What are 4 things you don't do in a interview?
Smile nervously, purse you lips, close your arms, touch your face
What are the 8 things that customers want?
Friendliness, Honesty, Feedback, Respect, Professional Service, Empathy, To be kept informed, Follow-through
What is the difference between hearing and listening?
Hearing is: accidental, involuntary, effortless. Listening is: focused, voluntary, intentional.
What are the 6 factors of culture?
Attitude, Values, Differences among people, Policies, Leadership
What does empowerment do?
Creates a greater feeling of self-worth,
Provides a positive work environment,
Requires dedication from management.
What are the 10 things you can do to ruin a first impression?
You show up late, you forget their name, you use filler words, you interrupt people repeatedly, you avoid eye contact, you only talk about yourself, you answer your phone, you complain too much, you tell long stories, you don't ask questions.
What does RATER stand for?
Reliability, Assurance, Tangibles, Empathy, Responsiveness.
What are the 3 of the 10 Demandments of Customer Service?
1. Earn my trust through respect, integrity, advocacy and quality
2. Inspire me through immersive experiences, motivating messages, and related philanthropy
3. Make it easy with simplicity, speed and usefulness
4. Put me in charge of making choices and giving me control
5. Give me 24/7 access from anywhere, anytime
6. Get to know me: listen, learn and study me. I am a real customer, not data
7. Exceed my expectations with uncommon courtesies and surprising services
8. Guide me with expert advice, education and information
9. Stay with me with follow-through and meaningful follow-up
10. Reward me with points programs, privileges of access, etc.