It shouldn't be taken for granted that employees know what goes into good customer service (internal OR external). They may have some good instincts and they may each take certain measures that they personally feel will provide good service, but this hopeful and hodge-podge approach isn't enough. Providing them training in both your company's customer care philosophy and in their job-specific service skills is a huge and all-important first step. The 5 Core Principles of Customer Care: 1. To customers, frontline employees ARE the company. 2. Employee satisfaction matters! 3. Show customers they're valued. Don't assume they know it. 4. Internal customer care is as important as external customer care. 5. Train your staff to deliver great service—and hold them accountable. This Instant Impact webinar is brought to you by Impact Learning Systems. Learn More at http://www.impactlearning.com/
Views: 31832 ImpactLearningTV
Want access to David's New, in-depth customer service training? Visit http://www.purecustomerservice.com/p/youtube and enroll in the Pure Customer Service Training Program today! In this YouTube Video, learn "What is customer service? The 7 Essentials To Excellent Customer Service" in this complimentary video series from business coach and consultant, David Brownlee. CEO of Pure Customer Service and founder of www.PureCustomerService.com and The Pure Customer Service Training Program, 8 Secrets To Create Raving Fan Clients. Call or email us today to find out we can help grow your business through coaching, consulting or our training programs www.PureCustomerService.com Customer service is more than waiting on customers. It includes trying to exceed customer expectations. More common retail and customer service interview questions and sample answers are a good place to start. Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an avenue for follow up. Customer service is the provision of service to customers before, during and after a purchase. According to David Brownlee and the www.purecustomerservice.com "Customer service is a series of 7 essentials to excellent customer service. Mar 2, 2013 -- Customer service is the practice of providing customers with a positive, helpful experience. Good customer service must include 7 essentials and a great customer service training company like davidbrownlee.com. For the Institute of Customer Service "Customer service is the sum total of what an organization does to meet customer expectations and produce customer satisfaction. Customer service is important because customer service does more than simply provide a means to drive sales. It is also said that when companies have a stong customer service program, customers keep coming back. Definition of customer service: All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a customer and their overall experience with your company. Can you answer these Sales and Customer Service questions? I am handling a training session on customer service for the public works department of a city near you. The enhancement of customer service is the driving force behind the redefinition project. It is important to David Brownlee and Associates that all staff know the 7 essentials to excellent customer service. Why Is Excellent Customer Service So Rare? Five Needs of Every Customer. External and Internal Customers. Customer Attributes. Cost of Losing a Customer can be huge. A customer service advisor, or CSA, (also customer service associate and customer service representative) is a generic job title in the service industry. It covers a broad spectrum of jobs. Customer care involves putting systems in place to maximize your customers' satisfaction with your business. Sales and profitability rely on ensuring your customer loyalty. Feb 6, 2013 -- David Brownlee also blogs here. "Customer Service is about creating a relationship of trust and loyalty with customers that transcends the interaction of the company and their clients. Customer Care refers to systems in the business place that will maximize your customers' satisfaction with your business. Learn more now! (800) 299-3449. May 5, 2013 -- Customer service is helping a customer with any issues or concerns they may have on a product or anything else relating to the place at which you find yourself and your company. Jan 25, 2013 -- Many marketers are evaluating what role customer experience and customer service should have in their 2013 marketing goals. The answer is easy. www.purecustomerservice.com Mar 7, 2012 -- The ultimate guide to the question: What Is Customer Service? 19 experts from customer service, small business, and marketing share their expertise. Customer service handles company issues in stores, over the phone and even by email. Companies that produce highly technical products, such as software or hardware need to do an exceptional job. Oct 5, 2012 -- "I can't get in touch with my customer service rep is something you hear all too often. I need to talk to someone about my bill. Please call me." David Brownlee (800) 299-3449 can answer all of your customer service training questions. Some surprising studies, stories, and documentaries have come out about customer service, and they could change the way you run your business. Experts from www.purecustomerservice.com are awesome.
Views: 791271 CoachDavidBrownlee
http://www.doncrawley.com Learn the five principles of great IT customer service in this excerpt from Don Crawley's keynote speech "How to be a Compassionate Geek". Learn how to enhance IT customer service with compassion, empathy, listening, and respect, combined with deep technical skills.
Views: 2139 Don Crawley
For detailed notes and links to resources mentioned in this video, visit http://patrickbetdavid.com/customer-service-vs-customer-experience Visit the official Valuetainment Store for gear: https://www.valuetainmentstore.com/ Customer service vs. customer experience; Do you know the difference? One of the best exercises for you to do is make a list of companies or businesses that you go back to over and over and over again, and ask yourself why. On the left, list five companies you return to again and again, and on the right write the reason for doing so. For instance, on the left write, "I go to this restaurant at least once a week" and on the right write, "I go there because _____________." The thing that goes into the blank is generally one of these six reasons. They will give you a lot of clues for your own business. #1: Fast - 0:38 #2: Quality - 0:49 #3: Cheap - 0:57 #4: Luxury - 1:10 #5: User Friendly - 1:23 #6: Customer Service - 1:38 Subscribe to the channel: http://www.youtube.com/valuetainment?... Valuetainment- The best channel for new, startup and established entrepreneurs. Schedule: New episodes every Tuesday and Thursday on a broad array of entrepreneurial topics.
Views: 645905 Valuetainment
Empathy is principle number three of the 5 Principles of IT Customer Service Success. In this video, learn how to use sincere, genuine empathy to better relate to your end users, other customers, and colleagues. Don Crawley brings humanity into the world of technology through keynote speeches, conference breakout sessions, corporate training, online training, books, videos, a blog, and a podcast. His work revolves around people skills for I.T. people, including I.T. customer service, teamwork, communication, and compassionate leadership for I.T. managers and supervisors. Most of Don's material is created in response to questions and comments he receives from clients, meeting planners, audience members, and Compassionate Geek community members. So, he invites you to SUBSCRIBE and ask any of your customer service, communication, or leadership questions or leave a comment. Learn more about Don's work at https://doncrawley.com And follow him on social media: Twitter at https://twitter.com/DonCrawley Facebook at https://facebook.com/DonRCrawley LinkedIn at https://www.linkedin.com/in/doncrawley/
Views: 351 Don Crawley
http://www.engvid.com/ Do you work in customer service? What do you do when your customer has a problem? In this video, I will teach you how to give great customer service. You will learn many polite expressions you can use with your customers. I will explain the Listen, Apologize, Solve, and Thank (L.A.S.T) method, which will help your performance at any customer service job. I'll also give you my customer service tips for dealing with an angry customer. After this video, watch Rebecca's video about phone customer service: https://www.youtube.com/watch?v=KBSrZYXkkyE Take the quiz at http://www.engvid.com/how-to-give-great-customer-service-the-last-method/ TRANSCRIPT Hello. My name is Emma, and in today's video I am going to teach you a very, very important thing for customer service. I used to work in customer service, and this is actually one of the most important things I learned, and this is called the L-A-S-T or LAST approach. So, to get started, let's talk a little bit about: What is customer service? So, customer service is when you have customers, of course, and you're trying to make your customers as comfortable and happy as possible. You're also trying to meet their needs and expectations, and solve any problems or situations that they might have. So, customer service is a huge category. There's many, many different jobs where you use customer service. If you work in a hotel, for example, as a clerk, you know, in the lobby, as a bellhop, you will be using customer service. If you work at a restaurant as a server, you'll be using customer service, or as a hostess. If you're the manager of a store, you'll be using customer service. If you work in a business or even in a hospital, you'll be using customer service. So, pretty much any time you're dealing with people from the public and they're customers and you're trying to help them, you're doing customer service. So, there are many different problems that a customer might have. What are some examples of some problems? Can you think of anything, a problem a customer might have? Maybe somebody charged them too much for something, maybe they're in a store and the lineups are too long, maybe a customer is at a hotel and they're very unhappy because the Wi-Fi isn't working or their bed's uncomfortable. So, there's so many different problems customers might have at different types of businesses. In this video what I'm going to teach you is: What do you do when a customer has a problem? Okay? So, a very easy thing to do when a customer has a problem is called the LAST approach. "LAST", what does it stand for? Well, if a customer has a problem, the first thing you should do is listen to their problem, the next thing you should do is apologize, solve their problem, and thank them. So: Listen, Apologize, Solve, and Thank. We're going to look at expressions we use to show we're listening, expressions to apologize, expressions that can help us solve problems, and expressions to thank customers. Okay, so the first step when a customer has a problem is to listen. So, the first thing you should do is find out what the problem is. You can ask them: "What seems to be the problem?" or "How can I help you?" Okay? Once they start explaining what the problem is, very important that you look like you're actually listening and that you do listen. Okay? So, you shouldn't look at your watch: "Mm-hmm. Mm-hmm." Okay? That's a bad idea. You shouldn't look at the sky: "Uh, when is this person going to stop talking?" Okay? You shouldn't roll your eyes. Okay? No, no, no. You need to show that you actually care about what the customer is saying. So, showing you're listening is very important. You can repeat back to the customer what they're saying to show that you understand and to make sure that you did understand. So: "So what you're saying is, you know, there's no hot water in this hotel.", "So what you're saying is the Wi-Fi's not working and you're not happy with that." Okay? These are some examples. "So what you're saying is _________." You can also say: "Let me get this right..." "Let me get this right, what you're saying is that, you know, there's a problem at your table.", "What you're saying is that you've been waiting for your food for a really long time." So it's important to show that you are listening and you acknowledge what they have said. Okay. Now, sometimes with customer service you get a customer who's very angry, and maybe they start swearing, they start using very bad language. Okay? So if this happens, very important that you don't get upset. Okay? When this happened to me in the past, I would actually pretend to be a computer. I would not take anything personally. I would just smile and pretend to be a computer, and that's how I got through angry customers. So, if the person is rude... You know, it's not right if somebody is saying something rude to you, if they're swearing at you, or they're making you feel uncomfortable. So, be polite. Okay?
Views: 903132 Learn English with Emma [engVid]
This video is an excerpt of our Digital + Social: Customer Service 2.0 (Certificate Course) Get $10 off the course here: http://bit.ly/eazl-5PCS10 Video summary: * Social web enables customers to be closer than ever to each other * Social web places the demand on businesses to be transparent, honest, and constructively engaged * Small acts matter * Accept responsibility for delivering results for your community * Act with compassion and respect * Listen, reflect, and share with your team to create a sustainable customer service strategy * Take every customer service issue seriously, but not at the expense of the community Subscribe to Eazl here: http://bit.ly/eazlyoutube Interact with the Eazl community: Facebook: http://facebook.com/eazl.co Twitter: http://twitter.com/eazltweets Instagram: http://instagram.com/eazl.co
Views: 101 Eazl
Learn more at OpenView Labs: http://labs.openviewpartners.com/topic/customer-development/managing-customer-development/ Bill Price of Driva Solutions stops by OpenView Labs to explain the importance not only listening to customers, but also having a system in place to act on what they are telling you.
Views: 375 OpenViewVenture
Amazon Interview Coaching: http://www.amazoninterview.coach/index.html#services --- 1. Customer obsession: start with the customer and work backwards; work vigorously to earn and keep customer trust; pay attention to competitors, but keep obsessing over customers 2. Ownership: think like an owner, long term and don’t sacrifice long-term value for short-term results; act on behalf of the entire company, not just for your own team; never say “that’s not my job" 3. Invent and simplify: expect and require innovation and invention from your team and always find ways to simplify; be externally aware, always look for new ideas from everywhere, and don’t be limited by “not invented here" 4. Leaders are right a lot 1:52 : you have strong judgment and good instincts; you seek diverse perspectives and work to disconfirm your beliefs 5. Frugality 3:50 : accomplish more with less. Constraints breed resourcefulness, self-sufficiency and invention. There are no extra points for growing headcount, budget size or fixed expense 6. Hire and develop the best 5:01 : raise the performance bar with every hire and promotion; recognize exceptional talent, and willingly move them throughout the organization; develop leaders and take seriously your role in coaching others 7. Earn trust 5:05 : listen attentively, speak candidly, and treat others respectfully. Be vocally self-critical, even when doing so is awkward or embarrassing; leaders do not believe their or their team’s body odor smells of perfume; benchmark yourself and your team against the best. 8. Insist on the highest standards 7:42 : you have relentlessly high standards - many may think these standards are unreasonably high; you are continually raising the bar and driving your team to deliver high quality products, services and processes; defects do not get sent down the line and problems are fixed so they stay fixed 9. Bias for action 11:34 : speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking. 10. Learn and be curious 11:34 : you are never done learning and you always seek to improve; you are curious about new possibilities and act to explore them 11. Have backbone. Disagree and commit 13:26 : respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting; have conviction and be tenacious; do not compromise for the sake of social cohesion; once a decision is determined, commit to it. 12. Dive deep 13:26 : operate at all levels, stay connected to the details, audit frequently, and be skeptical when metrics and anecdote differ. No task is beneath you. 13. Think big 16:04 : thinking small is a self-fulfilling prophecy. Create and communicate a bold direction that inspires results. Think differently and look around corners for ways to serve customers. 14. Deliver results 16:04 : focus on the key inputs for your business and deliver with the right quality and in a timely fashion; despite setbacks, rise to the occasion and never settle
Views: 258112 Dan Croitor
One of Chris Hekeiks Signature Sessions is this one. The Success he has attained out of this for Sales & Service teams has been unbelievable. His Big Passion for providing Customer Service has been a major part of the success story he shares.
Views: 2466 ChrisHekeik
Jeff Bezos speaks about the importance of customer obsession & long term oriented thinking. Don't forget to LIKE, COMMENT, & SUBSCRIBE. Thanks! Watch other similar videos: https://www.youtube.com/watch?v=Hq89wYzOjfs https://www.youtube.com/watch?v=opTMbIKpCCY https://www.youtube.com/watch?v=EXcEQM8QhrE
Views: 7397 Entrepreneurial Motivation
Learn more at OpenView Labs: http://labs.openviewpartners.com/topic/customer-development/managing-customer-development/ Bill Price of Driva Solutions stops by OpenView Labs to discuss the 7 principles of great customer service. In part 1, Bill looks at the need to eliminate dumb contacts -- NOW!
Views: 682 OpenViewVenture
Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses how you phrase something may make all the difference - it's all in how you say it. My buddy Gary Chervitz just came back from Las Vegas. He was excited to share a customer service story with me. He prefaced it by saying it may not sound like a big deal, but after he told me what happened, I told him that while it may not be a big deal, it was still extremely important and worth sharing. Gary was at a restaurant and almost finished with his meal. He had set his fork and knife down. The server noticed he had stopped eating, yet there was still a little food left on the plate. He asked Gary, “Are you continuing to enjoy your meal?” Gary acknowledge with a simple, “Yes,” and the server came back later, after Gary had obviously finished, and took his plate. What impressed Gary was not that the server was polite and obviously very good at his job. It was the server’s question. The actual words he used, “Are you continuing to enjoy your meal?” What made that question stand out was what happened after talking to Gary when I went to dinner with my wife. Toward the end of the meal the server came over and asked, “You still working on that?” I never really thought about that question before – until that night. I replayed the conversation Gary and I had earlier that day. I contrasted the two servers’ questions. Both servers’ intentions were the same, to take care of us. It’s just the language they used. One was polite – even classy and sophisticated. The other, in comparison, was a little “raw.” Again, I’d never thought much about this before. Servers have asked questions such as, “Can I take your plate?” or “Are you finished?” They are just doing their job. Even, “Are you done with that?” isn’t bad. Until you compare it to the classiness of, “Are you continuing to enjoy your meal?” Let me share another example. I’m sure you’ve walked into a retail store and a salesperson came up to you and with a friendly smile, welcomed you and asked, “Can I help you?” Compare that with what my friends at Ace Hardware train their people to say as a greeting. Again, with a friendly smile and warm greeting, the salesperson asks, “What can I help you find today?” Totally different ways to ask the same question, even though you may get the same answer. Yet the customer experience is enhanced by the way the question is asked. In the restaurant, it is classier. In the retail store, it’s a friendlier open ended question. The secret to having people ask the right questions – in the right way – is training. Create the right question, describe the scenario, even consider role playing the scenario, and then practice it. Training and reinforcement. That’s the key to getting the people to phrase questions, responses and statements the way they should be made. It’s all in how you say it. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 7129 Shep Hyken
One day in Seattle we discovered a business whose employees were so passionate about their work that people came from around the world just to experience their amazing energy. It was the Pike Place Fish Market. We asked, “What if every organization had this positive energy and engagement?” We decided to make a film about the fishmongers. Called FISH!, it has become the most-watched training video in the world. FISH! teaches four simple practices that will help anyone be more successful. We call these The FISH! Philosophy. The FISH! Philosophy is a fresh, powerful training solution. It helps you create a culture where people choose to bring their best to work. The FISH! Philosophy empowers employees to be more effective in any job. Organizations use the FISH! Philosophy to improve teamwork, customer service, employee engagement, retention, recognition and leadership. We also offer a family of products that help K-12 schools build positive behavior and improve learning. Call us at 800.695.4534 or visit us at http://www.fishphilosophy.com to learn about our FISH! Philosophy video training programs, speakers and workshops, books and other services. #FISHphilosophy #CompanyCulture -- How healthy is your organization's culture? Find out today. Take a FREE Culture Checkup: https://www.fishphilosophy.com/culture-checkup-contact-form-public/ -- Subscribe to our YouTube channel: https://www.youtube.com/user/ChartHouseLearning?sub_confirmation=1 -- Let's Connect: Facebook: https://www.facebook.com/thefishphilosophy Twitter: https://twitter.com/fishphilosophy LinkedIn: https://www.linkedin.com/company/charthouse-learning Pinterest: https://www.pinterest.com/fishphilosophy/
Views: 465519 The FISH! Philosophy
Everyone seems to be talking a lot about customer experience lately, but is it truly driving change and growth within B2B organizations? And are you happy with the results? There are a few trends at play, and we believe delivering great customer experiences can be challenging. In the video, Rahul Khosla, CEO, edynamic puts light on the 5 key principles all B2B organizations must adopt to engage their customers and prospects in a manner that they always feel connected with the brand and refuse to disengage. To know what these 5 principles are, let's hear from the expert.
Views: 3647 edynamic
Learn more at OpenView Labs: http://labs.openviewpartners.com/topic/customer-development/managing-customer-development/ Bill Price of Driva Solutions talks about the importance of having a customer-centric team in place.
Views: 450 OpenViewVenture
You can use customer survey questions to improve a product or service, measure customer satisfaction, improve customer retention, provide data for business decisions, and more. Read our blog here: https://www.campaigncreators.com/blog/11-principles-for-how-to-write-customer-survey-questions_ [SUMMARY] Principle 1: Choose simple over specialized words. 01:12 Do this by finding synonyms that are likely to be understood by more people. When a word exceeds 6 or 7 letters, chances are a shorter and easily understood word can be substituted. Principle 2: Choose as few words as possible to pose the survey question. 01:24 People may be tired to read long questions. If you don't want important words to get missed, remove the unimportant or redundant ones. Principle 3: Ask questions in complete sentences. 01:38 While it’s tempting to meet the goal of minimizing words by using incomplete sentences, don’t. Principle 4: Avoid vague qualifiers when more precise estimates can be obtained. 01:53 Principle 5: Avoid specificity that exceeds the respondent’s potential for having an accurate, ready-made answer. 02:12 Principle 6: Use equal numbers of positive and negative response options. 02:30 People will interpret the middle option as the neutral point, regardless of how you label it. Principle 7: Distinguish undecided from neutral by placing this option at the end of the scale. 02:55 Principle 8: State both sides of a response scale in the survey question 03:03 It may seem funny or unnatural to do this but is helps avoid biasing your customer in one direction. Principle 9: Develop answer categories that are mutually exclusive. 03:25 Principle 10: Avoid asking respondents to say YES in order to mean NO. 03:41 Principle 11: Avoid double-barreled questions. 04:03 Essentially don't ask someone two questions in one. We hope you find these principles helpful. But remind yourself to evaluate your survey questions from your customer's perspective, ask others to read your questions and provide feedback. If you need help getting into your customer's head, you need the Guide to Creating Buyer Personas workbook : https://www.campaigncreators.com/lead-gen-tofu-persona-workbook
Views: 8091 Campaign Creators
To ensure you provide the best customer service: You must know what your customers consider to be good customer service You must take the time to find out customers' expectations follow up on both positive and negative feedback you receive ensure that you consider customer service in all aspects of your business continuously look for ways to improve the level of customer experience you deliver.
Views: 4 Dr.Aliyu ilias
Learn more at OpenView Labs: http://labs.openviewpartners.com/topic/customer-development/managing-customer-development/ Bill Price of Driva Solutions discusses the 2nd principle of truly great customer service in this short video from OpenView Labs.
Views: 354 OpenViewVenture
Learn more at OpenView Labs: http://labs.openviewpartners.com/topic/customer-development/managing-customer-development/ In this video from OpenView Labs, Bill Price of Driva Solutions explains the concept of "ownership" when it comes to a company's customer service program.
Views: 396 OpenViewVenture
http://www.virtualmissfriday.com/_blog/Michelle - We've Moved! VirtualAssistant-Live.com has been moved to VirtualMissFriday.com - please visit the blog on our new site for details relating to this video and for more great information.
Views: 821 Michelle Dale
Follow these 15 quick and easy steps to provide great customer service at work. -- Created using PowToon -- Free sign up at http://www.powtoon.com/ . Make your own animated videos and animated presentations for free. PowToon is a free tool that allows you to develop cool animated clips and animated presentations for your website, office meeting, sales pitch, nonprofit fundraiser, product launch, video resume, or anything else you could use an animated explainer video. PowToon's animation templates help you create animated presentations and animated explainer videos from scratch. Anyone can produce awesome animations quickly with PowToon, without the cost or hassle other professional animation services require.
Views: 356585 Olivia Harlee
What IF a Camera Mfg. operated under these principles & customer service? IF YOU LIKE THESE VIDEOS, YOU CAN MAKE A NICE DONATION OF $2 OR $5 VIA PAYPAL TO EMAIL: [email protected]
Views: 1346 Theoria Apophasis
In this video, Kate discusses the three key principles to deliver successful customer service on social media, including the key features within our platform to help.
Views: 130 CrowdControlHQ
Customer service has always been recognized as an essential part of any business or organization. In the modern competitive business world, customer service is not just about keeping some clients happy or solves some minor problems, but it is about fulfilling customers' expectations and raising business profile. A good customer service makes a huge difference to a company's image, credibility and more importantly profitability. Customer service acts as bridge that directly connects the business with its clients. As a result, it has a huge responsibility to act on customers' needs, opinions and preferences. This content-rich course contains interactive exercises, scenarios, case studies, principles and guidelines in order to offer a systematic method in mastering customer services.
Views: 20997 SirtLive
Good Service Rules - shares 26 rules of outstanding customer service. Visit us now: http://www.sunsurfmedia.com Grab your Free Copy here: http://sunsurfmedia.com/CustomerServiceRules/Access This powerful report - clearly, simply and directly tells you the 26 things you must consider when delivering quality customer service.
Views: 382 SunsurfMedia
Learn more at OpenView Labs: http://labs.openviewpartners.com/topic/customer-development/managing-customer-development/ Bill Price of Driva Solutions explains why it's important for companies to open all available channels for communication when it comes to customer service.
Views: 201 OpenViewVenture
Go to http://www.Hyken.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training. This month I am once again talking about one of my favorite customer service companies. This company’s system is excellent, and their team is superbly trained. Employees recognize guests and call them by name. They pay attention to the details. Everything they do is just a little above the norm. Do you know which company I am referring to? If you guessed Ritz-Carlton, you would be right! So, let’s get to it - here are the top four lessons you can learn from the Ritz Carlton to help improve your organization’s customer service: 1. Create a Customer Service Mantra – Now I know if you’ve been following my work, you must have heard me mention this before, but Ritz Carlton has one of my favorite mantras, since it’s short, easy to remember, and it’s sums up how they see their customers. Their mantra is, “We are Ladies and Gentlemen serving Ladies and Gentlemen.” The key to this is to make it easy to remember and ensure everyone in the company understands it and acts to support it. 2. Create Over-the-Top Experiences – By this, I mean when you have the opportunity to go over-the-top, seize that opportunity and deliver not just an amazing (or above average and consistent) experience, but go above and beyond to surprise your customers. Ritz Carlton must have hundreds of stories of these over-the-top experiences, but since we don’t have all day – I will share one of my favorites. There was a family staying at a Ritz Carlton in Toronto, and the kids decided to start playing floor hockey in the hallway, but when a customer complained the Ritz stepped in. They spoke with the parents and politely informed them that the kids could not play hockey in the hallway, the parents understood and were happy to comply, and this is where most stories would end; but not at the Ritz. They took care of the guest who was complaining - yes, but they wanted to also ensure the family was well taken care of – so they setup a hockey game in an unoccupied banquet room, and to take it one step further some of the hotel employees joined in and challenged the family to a game. The family won the game and you can bet they enjoyed their stay and had a great story to tell everyone about the Ritz. 3. Put your money where your mouth is – It all starts with hiring right. A well-trained employee should be trusted and be allowed to make mistakes and learn from them. The Ritz Carlton backs up this philosophy by allowing each employee to spend up to $2000.00 per day, per guest, to make things right and keep their customers happy. If Ritz is willing to place a bet that big on its employees’ judgment and customer attitude, you can bet the company has hired and trained them well. Ritz knows the value of keeping a customer! So, think about this the next time a customer has an issue that could easily be resolved by a few dollars – will the value of keeping this customer happy be worth those extra few dollars? And Finally, 4. “Treat employees like they are the customer – maybe even better” – The Ritz-Carlton is recognized worldwide for being a quality organization. They understand the importance of outstanding customer service. Just as important, if not more so, is that they also understand the value of their employees, the internal customers. The Ritz-Carlton was hired to manage an existing hotel in Shanghai. They brought in many of their experts and determined that major renovations were needed. The first phase of the renovation was their Employee Entrance. This may seem strange to most, but is the norm for the Ritz-Carlton. While the renovation was relatively inexpensive, it sent an important message to the employees, who were employed by the previous management company. It demonstrated that a new higher standard of quality and service was expected, and that the employees were incredibly important to the process. So, there you have it, four ways Ritz Carlton delivers amazing customer service day after day and year after year. These tips are applicable to every company in any industry. Define your customer service mantra, create over-the-top experiences, put your money where your mouth is, and treat employees like they are the customer – perhaps even a bit better. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 ShepTV is another Shepard Presentation (www.ShepTV.com) This video will answer the following questions: 1. How can I have customer service like Ritz Carlton? 2. How can I create a better customer experience? 3. What can I do to make better customer experiences? 4. How can I provide better customer service?
Views: 28051 Shep Hyken
★☆★A Must Watch For All Leaders★☆★ Dan Cathy shares powerful and practical principles on the power of customer service and why Chik-fil-A has been successful at it! Dan Cathy - The Power of Customer Service Dan Cathy - The Power of Customer Service Dan Cathy - The Power of Customer Service Dan Cathy - The Power of Customer Service https://www.NxtGenLeader.com ☆★☆BOOKS☆★☆ https://www.amazon.com/When-Life-Full-Antidote-Attitude-ebook/dp/B07D283HL7/ https://www.amazon.com/dp/B0772GJCNZ ☆★☆LEADERSHIP COURSES☆★☆ https://www.udemy.com/nextgenleaders/ ☆★☆JOIN ME☆★☆ LinkedIn: https://www.linkedin.com/in/stanbelyshev/ Facebook: https://www.facebook.com/groups/nexgenleaders/ ***FAIR-USE DISCLAIMER*** Copyright Disclaimer Under Section 107 of the Copyright Act 1976, allowance is made for "fair use" for purposes such as criticism, commenting, news reporting, teaching, scholarship, and research. Fair use is a use permitted by copyright statute that might otherwise be infringing. Non-profit, educational or personal use tips the balance in favour of fair use. 1. This video has no negative impact on the original works. 2. This video is also for equipping, teaching, training and inspirational purposes. 3. It is not transformative in nature. I do not own the rights to these images, videos and audio files. They have, in accordance with fair use, been repurposed with the intent of educating, training, equipping and motivating others.
Views: 538 Stan Belyshev
The increasing use of diverse types of payments means it is vital that banks work together to promote accessibility for all customers, which includes individuals, organisations, entities, companies and institutions.
Views: 172 Australian Banking Association
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Views: 8 Noor Eliana
http://www.UpYourService.com - http://www.RonKaufman.com Fundamental service principles apply to everyone from leaders to frontline staff. This improves communication between internal and external service providers. Ron Kaufman is the New York Times bestselling author of "UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet", and is the founder of UP! Your Service. This new culture assessment tool may be useful for you and your team: "Do You Have an Uplifting Service Culture?". It's available at no cost at http://www.UpYourService.com/assessment Visit http://www.UpliftingService.com to read more about Ron's book and access free chapters, resources, and tools. Go to http://www.RonKaufman.com to learn more about Ron, watch a keynote speech, and hear from his clients. Visit http://www.UpYourService.com to learn more about Ron's work around the world and connect with other leaders who deliver uplifting service. Click on http://www.youtube.com/user/RonKaufman/videos to watch more videos of Ron discussing the principles of uplifting service.
Views: 444 Ron Kaufman
I'm Megan Jenkins, with Hiller Plumbing Heating and Cooling. I'm currently the customer service manager here. I'm over the call center and dispatch, as well as accounts receivable and accounts payable. Being a team-oriented company is really important here. We all work hard as individuals, but being able to bring our groups together as a team was definitely a focus that we wanted when I started in management. Being able to focus on the people really helps with my job, because the people who are on the phone constantly want to feel important and just being able to learn how to make others feel important and make them feel like they matter helps. It helped me learn the main principles of what we need to do when handling different customers, whether they are happy or upset. Being able to take those principles and pass them on to my employees has helped me communicate that better to them so that they can win when talking with an upset customer. It's not just helping me but it's helping me help them in order to succeed with trouble customers. It's really hard when you work for family members. Sometime you will say things to your family worse or not as a professional as you would to other people. It helps you realize what you say and how you say it before it comes out of your mouth. I think that has helped, especially with me and my brother. We're kind of competitive. It's usually one against the other. Just being able to communicate with him better and I think it has helped him communicate with me better. I think, no matter whether you are the bottom rung of the company or the top rung of the company, anybody can benefit from the Dale Carnegie class. Whether you have been through the same kind of class or not, there are a lot of different principles you can learn. I have been in a lot of different classes and a lot of different training seminars and I have learned a lot of things that I hadn't learned in a lot of other of other stuff. I think it helps you deal with people. It helps you deal with coworkers. It helps you deal with every day life and I just think it can help anybody no matter where they are in life.
Views: 801 DCarnegieTN