Customer 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).
What percent of people won’t purchase from a business that has negative online reviews. (Dimensional Research)
86%
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."
How else could you say this?
Say "My records appear to show a 120 day balance of $500. Does this match your records?
Who said
"Your most unhappy customers are your greatest source of learning"
hint - you probably use his software
Bill Gates
BE C------- F------
hint - most important asset for CSR
Customer Focused
True or False
Can a customer tell if you are smiling when you answer the phone?
True - 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."
hint - If you place an order with his company you can have it in 2 days.
Jeff Bezos, CEO Amazon.com
BE T----------
hint - you should always have this in a partner
Trustworthy
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."
hint - If you have a 401K chances are you have this stock.
Doug Warner - CEO of JP Morgan
BE S----
hint - What is your IQ?
Smart
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."
hint - his a wise soul
Mahatma Gandhi
BE a M-----
hint - help those with less experience
a Mentor
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..."
It is __?___ times more expensive to acquire a new customer than it is to keep a current one.
(White House Office of Consumer Affairs)
6-7
What are the 4 most IMPORTANT service skills for customer service?
1. Patience
2. Attentiveness
3. Clear Communication
4. Knowledge of your product
Who said,
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently.”
hint - one of the richest men in America
Warren Buffett
BE a F------t
hint - anticipate what is coming
a Futurist