Customer Service
“Let’s Get Back To It”
“Nothing happens until someone sells something!”
1
Jim Bartz
Manager of Instruction
Director of Sales Training
Dale Carnegie – North Texas
25+ Years Sales and Training
Detroit, Knoxville, Houston,
Denver, Dallas
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“Great Meeting!
Better Than I Expected”
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“Are You Insane?”
“Doing the same
thing and expecting
different results!”
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Customer Service Success
Attitude
Skills
85%
Knowledge
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The Titanic Theory
50%
10%
15%
90% 85%
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Control Your Destiny!
Yeah, I can do that!
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What is “customer service”?
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What activities do you
consider to be “customer
service” activities?
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5 Tips To Improve Customer Service
1.
2.
3.
4.
5.
Send a thank you note – handwritten
Meet more people at each client site
Ask what else you can do to improve
Have customer service training
Set customer service goals
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Customer Service
How do you measure or
know how effective it is?
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Nine Ideas That Have
Helped Over
100,000,00 People
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Rapport and Trust
Pitcher
Catcher
1st Base
2nd Base
Short Stop
3rd Base
Left Field
Center Field
Right field
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3 Golden Horseshoes
Bouquet of Roses
Americas Most Wanted John Walsh
Genuine Leather Check Book
Wal-Mart Smiley Face
Naked Person With Name Tags
Dumbo – Walkman Headset
Olde Tyme Microphone WIIFM
Bottle of Viagra
Pitcher
• 3 Golden Horseshoes
“Don’t criticize,
condemn
or complain.”
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Catcher
• Bouquet of Roses
“Give
honest and sincere
appreciation.”
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st
1
Base
• America’s Most Wanted John Walsh
“Arouse in the
other person
an eager want.”
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nd
2
Base
• Genuine Leather Checkbook
“Become genuinely interested
in the other person.”
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Short Stop
• Wal-Mart Smiley Face
“Smile”
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rd
3
Base
• Naked person with name tags
“Use the other person’s
name and use it often.”
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Left Field
• Dumbo with Walkman Headset
“Be a good listener.
Encourage the other person
to talk about themselves.”
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Center Field
• Olde Tyme Microphone WIIFM
“Talk in terms of
the other persons interests.”
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Right Field
• Bottle of Viagra
“Make the other person feel important
and do it sincerely.”
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“People are not lazy!
They just have impotent goals –
that is goals that do not
move them to action.”
- Anthony Robbins
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SMART Goals
Specific
Measurable
Attitude
Ritten
Time-specific
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One Activity That Will
Build Customer Loyalty
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Compliments
1. Specific - respect, like, admire
•
•
•
•
Have
Know
Do
Are
2. Why you say that
3. Ask a question about #2 above
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Customer Service
“Let’s Get Back To It”
“Nothing happens until someone sells something!”
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