Customer service version 081103 NMHU

Customer Service
Certification
NMHU Organizational
Development Week


Agenda
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Video (Workplace and Customer Service)
History of Las Vegas
Customer Service
Questions and Answers


NMHU Video
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Workplace Development

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School of Business
Administration Students
 Customer

Service Role Playing

History Timeline
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Pre1590 (Pecos & Taos Pueblo)
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Native American
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Comancheros
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– Early Spanish traders

Ciboleros
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Pueblo (Pecos, Taos and Tecolote)
Apache
Comanche

All Plain tribe came through here

– Buffalo hunters (Spanish Mora – Lubbock)

1590 Coronado expedition across the
Gallinas River


History Timeline
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1680
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San Miguel del Vado
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1700
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French/Spanish trading

1821
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Mexico wins independence from Spain
Land Grant applied for by C de Baca
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To Spain, yet granted by Monterrey, Mexico

Evolution of the Santa Fe Trail (1821-1890)
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1st village established North East of Santa Fe

Trade flourished: $15,000; by 1860, $3.5 million, (or
more than $53 million in today’s dollars)

1835
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Nuestra Senora de Dolores de Las Vegas Grandes
(during Mexican Territorial Period)


History Timeline
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1836
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1846
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Texas Wins independence form Mexico
Mexican-American War

1848
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Americans Claimed NM, AZ, CO, UT, CA, NV,
and TX
Treaty of Guadalupe Hidalgo
General Stephen Watts Kearney
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Announced US Territory (form the roof of the Dice
Apartments - northeast of the plaza)


History Timeline
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1879 Railroad in Las Vegas
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Land is purchased on the East side since the West
land values is high and Hispanic owned
Railroad increased American Influence
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Jesse James
Billy the Kid
Doc Holiday
Pat Garrett
Vicente Silva

1882 East (Victorians homes)and West Las Vegas
(Adobes homes)
1893 NMHU Established
1970 Consolidated City (Fire, Police, Gov’t)

Today we still have two School Districts


Customer Service Outline
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Importance of Customer Service

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Study and Articles of Customer Service

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CS a Practical Approach
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Steps of CS Improvement

Conclusion and Recommendations
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Phone
Face to Face
Facility Layout

Discussion


Importance of Customer Service

A customer must perceive that they are the
most important person on our premises. The
customer is not dependent on us in any way
and we are not doing them a favor by serving
them. They our doing us a favor by using our
services (products) and giving us a chance to
serve them.


Importance of Customer Service
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The Reality of Customer Service
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Bad service
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Good service
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A person will tell 9 of 10 they meet about it
13% tell an avg. of 20
A person will tell an average of 4 people about it

Only 4% will ever complain about bad service.
For every 1 that reports poor service, 26 are
unreported.
What do you lose (1 person for a lifetime of sales and
their referrals)

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What does a customer look for:
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Value = Fair Price+Quality+CS


Importance of Customer Service
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Focus on the customer
67% stop using a business due to
indifferent employee treated them poorly
 Five time more likely to leave due to
poor service than product quality

 96% never complain about rude or
discourteous service but….
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91% will never again buy from that business
Tell their “horror story” at least 9 times
13% of them tell it at least 20 times

It cost five times more to attract a
new customer than keeping an
existing one


Importance of Customer Service
If you lose ...

Spending
$5 weekly

Spending
$10 weekly

Spending
$50 weekly

Spending
$100 weekly

1 customer a day

94,900

189,800

949,000

1,898,000

5 customer a day

474,500

949,000

4,745,000

9,490,000

10 customer a day

949,000

1,898,000

9,490,000

18,980,000


Study and Articles of Customer Service
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Management’s Commitment
 Constant
 Rewarded
 Walk

the talk
 Accountability
 Valued
 Reinforce behavior with immediate
recognition


Study and Articles of Customer Service
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Employee’s Commitment
 Accountability
 Consistent

and fair w/ each other
 Positive Attitude
 Owning our own behavior

 Professional vs. personal
 Serving the customer


Study and Articles of Customer Service

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Not a Program it is a Service Mindset
Good Leaders treat their employee as
customers
After social exchange ask yourself how you
would I have felt after the exchange.
A-to-Z of Customer Service (hand-out)


Practical Approach
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Seven Steps to Successful Customer
Service
1.Total Management Commitment
2. Get to Know Your Customers
3. Develop Standards and Service
Quality Performance

4. Hire, Train and Compensate
Staff
5. Reward Service Accomplishments
6. Stay Close to Your Customers
7. Work Towards Continuous
Improvement


Practical Approach
6 Steps to Great Customer Service
1. Drop Everything to Answer
Email, Phone or Whatever…
2. Do a Little Extra
3. Keep Your Promises
4. Address Problems Immediately
5. Follow Up On Problems,
Questions, Etc.
6. Personalize Communications


Practical Approach
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Customer Satisfaction in 7 Steps
1. Encourage Face to Face
Dealings
2. Respond to Messages Promptly
& Keep Your Clients Informed
3. Be Friendly and Approachable
4. Have a Clearly-Defined Customer

Service Policy
5. Attention to Detail
6. Anticipate Your Client’s Needs & Go
Out of Your Way to Help them Out
7. Honor Your Promises


Practical Approach
12 Steps to Improving
Quality of Customer Service
1.
2.
3.
4.

5.
6.

Adopt a Philosophy
Communicate and Practice the Philosophy
Establish External & Internal Customer
Needs
Establish a System of Measuring,
Monitoring, and Tracking Customer
Satisfaction
Train Workers So That They Can Be of
Maximum Assistance to Customers
Empower Workers to Make Some Decisions
within the Locus of Their Work

Practical Approach
7.
8.
9.

10.
11.
12.

Use Employee Teams to Motivate and
Encourage worker Participation
Involve Employees in Strategic
Planning & Decision making Activity
Allow Workers to Participate in
Designing Customer Contract
Strategies
Establish a Written Customer Service
Guarantee Policy
Cultivate a Physical Environment and
Organizational Culture
Avoid Complacency at All Costs!


Practical Approach
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Six Steps to Excellent Customer Service
1. Impress Prospects and Clients with
Professional Proposals & Documents

2. Keep in Touch During the Project
3. Guarantee Your Work
4. Learn to Manage Complaints
5. After the Project is Completed, Give the
Customer A Gift
6. Stay In Touch


Bottom Line of Customer Service
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When we reach out to our customers
(empathy)
When make our customers feel at
home.
When we make our customers feel
they are getting their money’s worth –
and more
When we show we care
When we give the right advise (they
know that we know what we are talking
about)


Bottom Line of Customer Service

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When we recognize our customers
When we take responsibility
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(raise the responsibility by what you
expect)

When we make our customers feel
special
When we make mistakes we make it
better than before we add value
When we keep the promises we make
We say thank you clear and loud


Phone – Customer Service
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Did you know that a caller to your
employment can tell and perceive your

mood and even if there is a smile on your
face by the tone of your voice.
Phone Etiquette
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Company’s name
Employee’s name
How may I (help, serve, assist) you
Listen
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(jot the callers name down – and use the callers
name in the discussion many times if possible)
When wanting a different person (it is ok to ask –
May I inquire as to whom is calling (and or the
issue)?
If placed on hold (example: Sorry for the wait that
department is working on a deadline – May I
please take a message

Transferring Calls (always give the call the

extension number in case they need it later)
Thank them for calling!


Customer Service Factors