Customer Service Certification NMHU Organizational Development Week Agenda     Video (Workplace and Customer Service) History of Las Vegas Customer Service Questions and Answers NMHU Video  Workplace Development  School of Business Administration Students  Customer Service Role Playing History Timeline  Pre1590 (Pecos & Taos Pueblo)  Native American      Comancheros   – Early Spanish traders Ciboleros   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  1680  San Miguel del Vado   1700   French/Spanish trading 1821   Mexico wins independence from Spain Land Grant applied for by C de Baca   To Spain, yet granted by Monterrey, Mexico Evolution of the Santa Fe Trail (1821-1890)   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  Nuestra Senora de Dolores de Las Vegas Grandes (during Mexican Territorial Period) History Timeline  1836   1846   Texas Wins independence form Mexico Mexican-American War 1848    Americans Claimed NM, AZ, CO, UT, CA, NV, and TX Treaty of Guadalupe Hidalgo General Stephen Watts Kearney  Announced US Territory (form the roof of the Dice Apartments - northeast of the plaza) History Timeline  1879 Railroad in Las Vegas   Land is purchased on the East side since the West land values is high and Hispanic owned Railroad increased American Influence          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  Importance of Customer Service  Study and Articles of Customer Service  CS a Practical Approach   Steps of CS Improvement Conclusion and Recommendations     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  The Reality of Customer Service  Bad service    Good service     A person will tell of 10 they meet about it 13% tell an avg of 20 A person will tell an average of people about it Only 4% will ever complain about bad service For every that reports poor service, 26 are unreported What you lose (1 person for a lifetime of sales and their referrals)  What does a customer look for:  Value = Fair Price+Quality+CS Study and Articles of Customer Service     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  Seven Steps to Successful Customer Service 1.Total Management Commitment Get to Know Your Customers Develop Standards and Service Quality Performance Hire, Train and Compensate Staff Reward Service Accomplishments Stay Close to Your Customers Work Towards Continuous Improvement Practical Approach Steps to Great Customer Service Drop Everything to Answer Email, Phone or Whatever… Do a Little Extra Keep Your Promises Address Problems Immediately Follow Up On Problems, Questions, Etc Personalize Communications Practical Approach  Customer Satisfaction in Steps Encourage Face to Face Dealings Respond to Messages Promptly & Keep Your Clients Informed Be Friendly and Approachable Have a Clearly-Defined Customer Service Policy Attention to Detail Anticipate Your Client’s Needs & Go Out of Your Way to Help them Out Honor Your Promises Practical Approach 12 Steps to Improving Quality of Customer Service 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 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  Six Steps to Excellent Customer Service Impress Prospects and Clients with Professional Proposals & Documents Keep in Touch During the Project Guarantee Your Work Learn to Manage Complaints After the Project is Completed, Give the Customer A Gift Stay In Touch Bottom Line of Customer Service      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   When we recognize our customers When we take responsibility      (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   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     Company’s name Employee’s name How may I (help, serve, assist) you Listen      (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 Face - Customer Service  Face to Face  Respect  Kindness  Consideration  Empathy  Friendly and effective service  Honesty and feelings of pride  Use examples to assist customers Customer Service Factors Facility - Customer Service  Facility Layout  Customer service area    Tickets Scheme    Comfortable Visional designation between work and customer area Give employee all five tickets at start of the month Employees give their peers a ticket when they see them performing great Customer Service or “going beyond the norm” Everything that you can use   Build trust with customers w/ service Reinforce the need of treating customers right Conclusion/Recommendations  Customer Service Area  Complete buy in by management and staff  Reward going the extra mile  Perception Fairness ... assist customers Customer Service Factors Facility - Customer Service  Facility Layout  Customer service area    Tickets Scheme    Comfortable Visional designation between work and customer. .. (Workplace and Customer Service) History of Las Vegas Customer Service Questions and Answers NMHU Video  Workplace Development  School of Business Administration Students  Customer Service Role... (products) and giving us a chance to serve them Importance of Customer Service  The Reality of Customer Service  Bad service    Good service     A person will tell of 10 they meet about it