Contact Steve Coscia for WorldClass Service Strategies
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World-Class Service Culture
Boost Customer Retention
by
Steve Coscia
www.coscia.com
Webinar Agenda
Customer Retention & Congruency
Customer Service Trends
Why editorializing hurts retention
Surface proactive STRESS remedies
Attitude and Aptitude
Vocal Tone, Content and Listening
Voice and E-mail Etiquette
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Congruency & Customer Service
3
Congruency & Service Superiority
What customers
perceive matters!
4
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Congruency & Customer Service
Owner
Service
Personnel
How we see
our company
How customers
see your company
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The Congruency
Sequence
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Teamwork and Cooperation
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Expectations
8
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Expectations
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Expectations
10
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p. 610-853-9836
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Customer Service Trends
80% of Americans surveyed say that a
lack of courtesy is a problem.
The above survey metric indicates that
customers don’t receive enough courtesy
and professionalism.
We can exceed customer expectations with
simple, yet profound service behaviors.
When these behaviors become pervasive
among dispatchers, phone reps,
technicians and sales people then your
company’s culture is affected and this
drives differentiation.
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Optimal Service Paradigm
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The Real Cost of World Class Behaviors
FEARLESS
COURTESY
SMILE
ATTITUDE
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Editorializing – Saying Too Much
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Editorializing & Ego
Editorializing Taxonomy
Maximize these...
Minimize these...
Humility
antonym
Conceit
Empathy
antonym
Self-Interest
Discretion
antonym
Showiness
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Attitude, Aptitude and the Dreaded
Morning Call
A positive attitude improves a
person’s aptitude (ability)
A negative attitude diminishes a
person’s aptitude
A dreaded morning call can ruin a
whole day if your attitude suffers
Practice the split second response
to avert a bad attitude
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e. [email protected]
The Split Second Response
One or two seconds
can make all the
difference.
Building rapport with
others starts here.
Saying what you CAN do is
more constructive than
saying what you CAN’T do.
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Customer Service Core Beliefs
Bad customer behavior is a symptom,
not a problem (root cause)
You can’t fix a customer
Focus on fixing a problem’s root
cause, not the customer’s behavior
When you fix the root cause, then a
customer’s behavior will improve
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19
Stress Cycles – Usual Conditions
Homeostasis
Recover
Demand
1
2
4
3
React
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Stress Cycles – Unusual Conditions
Homeostasis
1
No
Recovery
Demand
2
3
React
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Lifestyle Balance & D.R.I.P.S.
Diet
Rest
Irrational
Thinking
Procrastination
Self-Talk
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Convey Empathy First, then
Share Your Expertise
People don’t care how
much you know until they
know how much you care!
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Opening and Closing Calls
Proper Greeting
Opening Phone Calls
Both verbal and non-verbal
professionalism
Move to a quiet environment prior to
answering a cell phone.
Greet and identify yourself
Closing Phone Calls
Practice mutual closure
Follow up if necessary
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The Truth is Paramount
It’s better to disappoint a
customer with the truth
than to satisfy a
customer with a lie.
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Using “I” or “It” Instead of “You”
The word “you” can imply blame
and exacerbate a situation
Example:
Incorrect: You broke the faucet!
Correct:
It was not designed to
operate under those
conditions.
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Accentuating the Positive
Use words that shed a positive
light on a service situation
Example:
Incorrect: I am sorry you had to
wait so long.
Correct:
Thank you for being so
patient
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Words vs. Tone of Voice
(over the phone)
Tone of Voice = 80%
Words = 20%
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Restraint, not Retaliation
Retaliation results in one of
two outcomes:
1. The customer will become
more upset making your job
more difficult.
2. The customer will cancel
their contract and call
another contractor.
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Virtual Communication
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Contact Steve Coscia for WorldClass Service Strategies
p. 610-853-9836
e. [email protected]
E-Mail Etiquette
Spell check 100% of outgoing
e-mails (convey a professional image)
Refrain from sending angry emails – remember that e-mails
can be forwarded to others
(minimize company liability)
If you are not sure about how
your e-mail will be perceived then don’t send it (seek advice)
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The End- Contact Information
Contact Steve Coscia with any
questions about this lesson:
Steve Coscia, President
Coscia Customer Service Solutions
Phone: 610-853-9836
E-mail: [email protected]
www.coscia.com
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