If you care at all about what it really takes to take care of customers, you need to see this, do it and see what happens!

2. Today’s Format
 Open forum for discussion on how you
approach Quality and Customer
Service issues
 Please participate, ask questions and
think about it not only from the
employee standpoint, but also put
yourself in the position of the client.

3. Why do we lose Customers?
1. Customer dies – 1%
3. Customer has a friend
doing the same thing – 5%
2. Customer moves away – 3%
4. Competition takes them – 9%
5. Customer becomes
dissatisfied with your product
or service – 14%
68% of customer
defection takes
place because
customers feel
poorly treated or
not cared for
6. Customer feels you
just don’t care – 68%
The key: Turn customers into partners
(mutual benefit) and proactively seek input
rather than waiting for/reacting to feedback
after problems occur
• Organization should
measure success based on
customer retention (not
customer satisfaction)
• Satisfaction important to
retention but satisfied
customers not always
retained- more to it than
that!
• Customers leave even
though satisfied
– Curiosity of competition
– Variety

4. - James Wall

5. Customer Service & Quality Management
within a services oriented business
88% of employees would rather have someone else solve a customer
problem than do it themselves. –AP poll

8. What is Customer Service ?
The Perception of the customer is as important
as the reality!
Consistently meeting the customer’s expectations
What makes good customer service?
• Consistency
• Listening
• Don’t try to be all things to all
people
• Golden Rule

18. Is Customer Service a discriminator for us?
• Is every employee here committed to customer
service?
• Are our customer’s successes our successes?
• Is high customer service part of our company
Culture?
• Are employees empowered to do what it takes to
accommodate their customers?
• Do we really put Customers First?
Satisfied vs. Loyal Customers

21. What is Quality Management?
Is quality management different in a services
vs. manufacturing environment?
A comprehensive and fundamental rule or belief, for
leading and operating an organization, aimed at
continually improving performance over the long
term by focusing on customers while addressing the
needs of all stakeholders.

23. 8 Principles of Quality
Management
1. Customer Focused Organization
2. Leadership
3. Involvement of People
4. Process Approach
5. System Approach to Management
6. Continual Improvement
7. Factual Approach to Decision Making
8. Mutually Beneficial Supplier
Relationship

25. Measuring Service Quality
Key Metrics for understanding quality
of service:
 Tangibles
 Reliability/Consistency
 Responsiveness
 Competence
 Courtesy
 Credibility
 Security
 Access
 Communication
 Understanding the Customer

29. Infusing Quality and Customer
Service into our company Culture
• Establish Standards
• Establish Metrics
• Solicit Feedback – Customers, Employees,
Management, Peers
• Customer Quality Review Process
• Employee Training / Mentoring Program
• Reward Customer Service
• Hire the Right People
• Corporate “War” Stories

30. Summary
• Customer service is a moving target and you have
to continually adjust to the needs of others
• Approach customer service as a part of your
everyday must do’s
• Great customer service is no accident, it takes
employees and management to keep the energy going
• You have the skills, knowledge and experience
necessary to master the art of quality customer
service.