By: Jeffrey Chalmers

1
PowerPoint Presentation

• By Jeffrey Chalmers
• University of Phoenix Online
• EDTC 560 Applications of Multimedia
• and Web Page Design
• Janet Wright

2
Course ObjectivesYou will learn

• Customer Service is a key to our future growth
• The keys to customer service
• A method for delivering exceptional customer
  service

3
What Is in It for Us

• Corporate Goal is to insure 100 million people
• We can only do this if we keep the customers we
  have
• We will keep our customers if we meet their needs

4
Persistency

• In the first year of any policy premium is eaten
  by commissions and administrative costs
• We make money on policies after their first
  renewal
• Therefore, we need people to stay with us

5
The goal is to get them to stay

• We do this by meeting their needs

6
Business Success
Employee Satisfaction
Customer Satisfaction
Customer Loyalty
7
Key Principles to Satisfaction

• You need to
• Maintain or enhance self-esteem
• Listen and respond with empathy
• Involve the customer

8
Providing Extraordinary Service

• When someone receives bad customer service, they
  deal with it in one of two ways. They become
  either
• Walkers
• Or
• Talkers

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Talkers

• Tell you about their dissatisfaction
• Sometimes Loudly or Angrily
• The advantage is you know there is a problem

10
Walkers

• A Walker will let you know their dissatisfaction
  through
• Sarcasm
• Confusion
• Surprise
• Hesitation

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Turning Walkers into Talkers

• Stay alert for the responses noted in the
  previous slide
• Use the Key Principles
• Ask questions to check for satisfaction

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It is not the initial dissatisfaction that loses
customers. It is the failure to respond to it.
13
Take the HEAT

• Hear them out
• Empathize
• Apologize
• Take responsibility for action

14
CONCLUSION

• Applying the Key Principles
• Taking the HEAT
• Good Customer Service

15
Bibliography

• Keys To Service, Development Dimensions
  International, Pittsburgh, PA 1996
• www.metlife.com\Applications\Corporate\ retrieved
  3/6/06