Hey, Im the Customer

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Hey, Im the Customer

• Ron Willingham

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The Six-Step Customer Satisfaction System

• Greet Customers
• Value Customers
• Ask how to help Customers
• Listen to Customers
• Help Customers
• Invite Customers Back

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Greet CustomersPut me at ease and make me feel
comfortable!

• Get Eye Contact.
• Thank them for coming in, contacting you, or
  seeing you.
• Tune the world out and them in.
• First Impressions
• People average making eleven decisions about you
  in the first seven seconds of contact!

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Value CustomersLet me know that you think Im
Important!

• Values drive our attitudes, motives, behavior.
• How to get good at valuing people
• Think- Youre the customer-you pay my salary!
• Think- Theres something about you that I like!
• Think- You make my job possible!

• Good Customer Service isnt just painting a
  smile on your face performing certain plastic
  actions because your expected to do so people
  can quickly see through these thinly veiled
  attempts at niceness.

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Ask how to Help CustomersFind out what I want!

• Identify Customers Needs
• Ask, How may I help you?
• Find out why they came in or contacted you.
• Ask open-ended questions to further understand
  needs.
• Begin questions with how, what, when, who,
  where, why

• Peoples needs arent always logical.

• Understand that our needs arent for the
  product or service! Rather our needs are for
  what the product or service will do for us! The
  END-RESULT BENEFITS itll give us! They buy
  products or services in order to fill needs they
  have, satisfy wants, or gratify desires they
  have.

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Listen to CustomersPlease listen to me and
understand me!

• Do Total Listening
• Listen to words.
• Listen to tone of voice.
• Listen to body language.
• Break Preoccupation.
• Do not let or eyes or mind drift.
• Develop the habit of looking at only one eye.

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Help CustomersHelp me get what I want!

• Be Customer-Needs Focused.
• Satisfy their wants or needs.
• Solve their problems.
• Give them extra value.
• View what you do as a Partnership.
• Adds meaning to what you do.

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Invite Customers BackLet me know Im welcome
back anytime!

• Make a Lasting Impression
• Thank people for coming in or contacting you.
• Ask them to return soon.
• Leave them wanting to return.
• Do something that STICKS OUT in your customers
  minds!

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For those who provide Good Customer Service

• There are Opportunities
• To be creative
• To serve others
• To do something unexpected
• To impress people with your knowledge
• To DIFFERENTIATE yourself from others
• To make your customers time
• Special
• Eventful
• Entertaining
• Worth Remembering

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Benefits for those who provide GOOD Customer
Service

• Enjoyment
• People will like you
• Enhances your
• Patience
• Self-Respect
• Self-confidence
• Communicative Skills
• Problem Solving Skills
• Ability to relate to customers and people

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The Customer Satisfaction SystemEverything you
need to know about satisfying me!