The Five Star Customer Experience

THE FIVE STAR CUSTOMER
SERVICE EXPERIENCE
http://mlb.pw/wcord19-star @Michele_Butcher

MICHELE BUTCHER-JONES
▸ Lead Support Specialist for Thrive
Digital Marketing Agency
▸ Owner of 13Core
▸ Top Geek for Cant Speak Geek
▸ Lead Organizer for Southern
Illinois WP Meetup
▸ Teacher/Mom/Photographer
http://mlb.pw/wcord19-star

WHAT IS
GREAT CUSTOMER SERVICE?
http://mlb.pw/wcchi2017 @Michele_Butcher

ANY COMPANY CAN
BUILD A GREAT PRODUCT,
BUT IT TAKES GREAT
CUSTOMER SERVICE TO
STAY IN BUSINESS
@Michele_Butcherhttp://mlb.pw/wcord19-star

WHAT DOES IT TAKE FOR A COMPANY TO BUILD
GREAT CUSTOMER SERVICE?

SET YOUR STANDARDS EARLY IN THE GAME
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As an owner or manager set the standard for customer
service
Training
Have your standards written down and accessible to
everyone

THE SIX CONSIDERATIONS OF A QUALITY COMPANY  
Is it…
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Part of a systematic approach for achieving the Key
Success Factors?
Driving employee empowerment and innovation?
Embracing product and service benchmarking?
Based on research of proven best practices?
Transferrable to the company’s culture?
Effective in creating a culture of innovation?

BUILD A TEAM, DO NOT HIRE EMPLOYEES
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Everyone should “want to be there” and not there to get a
paycheck
Take time to ﬁnd the right person for the position
You can always teach skills, but you can not teach
inspiration and dedication.
Have the applicants to talk to the CEO, the middle man,
and the last new hire so they learn about all aspects of the
company.

TRAINING TIME
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Do NOT train by ﬁre.
Train on the technical and the personal aspects of their
position
Give the time for appropriate training
Make sure the trainers know the job they are training
others in

FOR EMPLOYERS AND MANAGERS
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Happy team members will go above and beyond their
minimum standards
Respect goes both ways
Engage in the department
The janitor is as much a part of the team as the CEO
Sometimes you have to roll up your sleeves and join your
team for it to be a success.
▸ Great leaders take the time to ask and listen

THE 12 ELEMENTS OF EFFECTIVE MANAGING
▸ I know what is expected of me at work.
▸ I have the materials and equipment to do what I do best every day.
▸ In the last 7 days, I have received recognition or praise for doing good work.
▸ My supervisor, or someone at work cares about me as a person.
▸ There is someone at work who encourages my development.
▸ At work, my opinions seem to count.
▸ The mission or purpose of my company makes me feel that my job is important.
▸ My fellow employees are committed to doing quality work.
▸ I have a best friend at work.
▸ In the last 6 months, someone at work has talked to me about my progress.
▸ This last year, I have had opportunities at work to learn and grow.

PROVIDE WHAT IS NEEDED TO SUCCEED
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Ensure the technology is appropriate for the work being
completed
Give trust to your employees that they will make the best
decision with what they are given
Talk with your team to ensure positive work environments
and their needs are being met.
Always look to improve

SIX STEPS TO QUALITY IMPROVEMENT
1. Identify and select the problem
2. Analyze the problem
3. Generate potential solutions
4. Select and plan solution
5. Implement solution
6. Evaluate solution
@Michele_Butcher

IT IS NOT ABOUT YOU
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It is about providing a business based on service or
products for others.
You may own the company but you work of every single
person who buys your product or uses your services.

ANY COMPANY CAN BE CONSIDERED 5
STAR BUSINESS IF THEY
PERFORM LIKE IT

HOW DO YOU CREATE
A 5 STAR CUSTOMER
SERVICE EXPERIENCE
EVERY TIME?

NUMBER 1
BE NICE!

KEEP THE DOOR WIDE OPEN
BE WELCOMING

WHEN YOU TALK TO THE CUSTOMERS,
BE KNOWLEDGABLE

LEARN WHAT EXACTLY THE PROBLEM IS
SO ASK AND
BE A LISTENER
@Michele_Butcher

IN ALL OPPORTUNITIES
BE ENGAGING
@Michele_Butcher

TO PROPERLY MAKE AN EXPERIENCE AN
AWESOME EXPERIENCE, ONE MUST ALWAYS
BE OBSERVANT

WHEN YOU KNOW THE NEEDS AND WANTS
OF YOUR CUSTOMERS IT HELPS TO
BE ANTICIPATING
@Michele_Butcher

YOUR BUSINESS RELIES ON YOUR
CLIENTS AND/OR SERVICES
BE HUMBLE
@Michele_Butcher

TYPICALLY CUSTOMERS ARE ALREADY
UPSET
BE EMPATHETIC

THERE IS ONLY ONE FIRST TIME,
BE IMPRESSIONABLE

WHEN YOU ARE EXCITED ABOUT WHAT YOU
DO, IT LEAVES A LASTING IMPRESSION
BE MEMORABLE
@Michele_Butcher

FROM THE CEO, TO THE JANITOR TO THE
SUPPORT PERSON
ALL HAVE OWNERSHIP

SOMETIMES THINGS DO NOT ALWAYS
GO AS PLANNED
BE ACCOMMODATING

IT IS ALRIGHT TO FIRE A CLIENT
AND MAKE IT A POSITIVE
EXPERIENCE

QUESTIONS?

The Five Star Customer Experience

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