Above and Beyond
Great Customer Service
Presented By:
Merle L. Isgett`
Regional Director
Enterprise Recovery Systems, Inc. Culture
What does it mean to have a Culture? What are some examples of companies or universities with strong Customer Service Cultures? Understanding Our Principles
Common courtesies are essential
First impressions are lasting
Returning customers keep us in business
The Customer Connection
Who are they? Why do they call us? What do they want?
Where do they come from? Who Are they?
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Co‐workers
Students
Parents
University personnel
Not Reply
Take A Guess
______% The words you say
______% The tone of your voice
______% The way you look
= 100%
Understand Your Impact
What you say
7%
55%
38%
How you sound
How you look
Astonishing for Results
Who owns the Customer?
Are you providing more?
Will they be back?
What Message Are You Sending?
Showing Your Passion
Be aware of the signs you are sending
We all make a difference
Share a positive attitude Identifying Concerns
Read the Signs
Eye Communication
Body Language
Tone of Voice
Choice of Words
Reasons Why They Leave
4% 5%
9%
14%
68%
Move or die
Form new relationship
Leave over price
Product dissatisfaction Attitude of employee
Losing is Costly
12 Good service experiences
5 Times as much
12 People are told
91% Will not buy
80% Are satisfied
Statistics
4%
96%
96% Will NOT
Tell Us
4% Will Tell Us
Assessing Your Success
Measure your success
Understand the “never do’s”
Golden Rule
Treat Them as YOU Would Like to be Treated
New Golden Rule
Treat Them as YOU x
THEY
Would Like to be Treated
Thank you!
Merle L. Isgett
Enterprise Recovery Systems, Inc.
www.ersinc.com
954.646.3239