Customers Basics:
True or False
Customers prefer to speak to a person over AI.
True
According to "Consumer Reports" 75% of people prefer to speak with a person vs. IVR (interactive voice response).
Who are the top 3 rated auto insurance companies when it comes to customer service?
USAA
Allstate
American Family Car Ins
Even though a customer isn’t always right, it’s your job to make them feel that they are.
Example 1: Avoid saying "you've owed us $500 for 3 months." Say "My records appear to show a 120 day balance of $500. Does this match your records?
How else might you state this?
answer will vary
Who said
"Your most unhappy customers are your greatest source of learning"
Bill Gates
Can a customer tell if you are smiling when you answer the phone?
Yes - According to "Business Training Works" a customer can tell if the person the other end is smiling :)
What are the top 3 rated companies for customer service?
Chick-fil-A
Trader Joe's
Amazon
According to "Forbes" what is the longest you should go before returning a customer's phone call?
4 hrs (1/2 day)
Who Said
"If you do build a great experience, customers tell each other about that. Word of mouth is very powerful."
Jeff Bezos, CEO Amazon.com
What should you say instead of "I don't know"?
(no customer wants to hear that)
"I will find out that answer for you."
What companies are rated the 3 worst for customer service?
AOL
Best Buy
Home Depot
The 3 most important things to remember in customer service are:
1. Be a good __________.
2. Identify and anticipate a customers ______.
3. Make the customer feel _____________.
1. listener
2. needs
3. important
Who said,
"In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away."
Doug Warner - CEO of JP Morgan
Replace words like "but" and "however" with ________ ________?
"Whenever possible"
Who are the top 3 rated workers compensation insurance companies for customer service?
Travelers
Hartford
Zurich
What the 4 most common complaints about customer service from consumers?
1. An ___________ phone system.
2. Being ________ to another person.
3. _______ staff.
4. lack of ____________.
1. automated
2. passed
3. RUDE
4. knowledge
Who said,
"A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so."
Mahatma Gandhi
When a customer is frustrated what are some phrases you can use?
"How can I help you?"
"Let me see if I can help you work through this issue."
"I can hear you are upset, and I want to help you, I'm listening..."
Top 5 rated companies overall for customer service?
Zappos (shoes and handbags)
Publix (supermarkets)
Southwest Airlines
USAA
Nordstroms
Who said,
"Worry about being better; bigger will take care of itself. Think one customer at a time and take care of each one the best way you can."
Gary Comber - founder of Lands End