Eat, Sleep

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Eat, Sleep Breathe Customer Service

• Presented by Mary Pille, CAE, SPHR
• President CEO Employers Association
• Alliance Library System
• Friday, July 13, 2007

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Presenters Thought for the Day!

• From My Personal Perspective
• Customer Service
• Is not..
• just another initiative
• It is
• a way of life and a personal philosophy!

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Presenters Thought for the Day!

• Simply Stated
• The Golden Rule
• Do to others as you
• would have them do to you!

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Todays Environment

• In todays business environment, customers are
  demanding more than everexpecting to get what
  they want when they want it, and often
  customizing it to suit their needs. If they do
  not get what they seek from one company, they can
  easily obtain it from another.
• Organizations are realizing that achieving
  customer satisfaction is essential to maintaining
  a competitive advantage, but winning customer
  loyalty and commitment is challenging.

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Can You Pick Best Worst Companies?
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Best Companies for Customer Service

• Apple
• GE
• Toyota
• Google
• Southwest Airlines
• Hilton Hotels
• Papa Johns Pizza

• Why do you believe these companies stand out for
  providing great customer service?
• What sets them apart?

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Worst Companies for Customer Service

• AOL
• Best Buy
• Lastminute.com
• Home Depot
• AT T
• Days Inn
• Circuit City

• Why do you believe these companies stand out by
  providing bad customer service?
• What sets them apart?

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What Is In It For Us Personally?

• Why Should We (as Individuals) Care
• About Giving Good Service?
• It makes our lives richer!

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The Law of Reciprocity

• Going back to the..
• Golden Rule
• The Law of Reciprocity means to give and take
  mutually to return in kind or even in another
  kind or degree.
• "I'll scratch your back if you scratch mine."
• Applies in EVERY culture on the face of the
  earth.
• Simply explains that that when someone gives you
• something you feel an obligation to give back.

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Law of Reciprocity

• Practicing every day those core values we learned
  at home as children
• Courtesy
• Kindness
• Respect
• Honesty

Great Customer Service
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Law of Reciprocity

• Psychologically it puts us in the drivers seat
• We are in control of creating the
• positive energy to turn a bad
• situation into a good one
• Reduces stress!

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My Customer Service Story

• 17 Years in Retail
• Putts Radio CB Sales (high school)
• Pines Clothing (college)
• Bergner's (13 Years)
• 14 Years at Employers Association
• We exist to serve our members

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What I Have Learned.

• Practice what you preach
• I have to be the role model
• You get a lot further with sugar than vinegar
• In other words the more challenging the
  customer the sweeter you become killem with
  kindness
• External and internal service are equally
  important

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What I Have Learned..

• Common sense goes a long way
• Sometimes rules are made to be broken
• Regardless of ones role in an organization it
  is everyones responsibility to serve the
  customer
• What you say about your employer in public will
  have a lasting effect both positive and
  negative

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What I Have Learned

• Exceed the customers expectations these days it
  doesnt take much!
• If someone gives you great service let them
  know it often times we only report the bad
  stuff!
• Listening skills are 1!Give your full attention
  
• Stephen Covey says, Seek first to understand,
  then to be understood.
• Listen with the intent to understand rather than
  with the intent to respond.

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What I Have Learned..

• Exercise Empathy not Sympathy
• Empathy means you understand the point of view
  not necessarily that you agree with it.
• Listen with your eyes, and your ears
• Sometimes it is not WHAT is said but HOW it is
  said
• Rephrase content Reflect Emotion
• In other words what I hear you saying isand
  what it seems you are feeling is.is that about
  right?

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The Customer

• Is the most important person we will work with,
• Is not an interruption of our work, but rather,
  is the reason for it,
• Is an individual with a name and feelings,
• Is the reason we all have jobs,
• Is not always right, but is still .

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Closing Thoughts

• I have Shared My Thoughts on Customer Service
• I would like to leave you with this to think
  about to take back to your workplace..
• http//www.simpletruths.com/simpletruths/a.aspx?af
  219mostsr

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Thank You

• For More Information about the Employers
  Association Visit our Website at
• www.eaconnect.com