Richard Gee Presents....

-- THE CUSTOMER SERVICE STRATEGY
Service Quality Institute
http://www.customer-service.com
 
John Tschohl Seminars:
http://www.JohnTschohl.com
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Feeling Good About Yourself
 
How your employees feel about themselves will effect how they communication
with your customers. If your employees do not feel good about themselves and
have self-image and self-concept problems it will be reflected on the job.
 
Most executives are able to pick themselves up from problems and
adversities.  Strong people are able to visualize success and pat themselves
on the back when they do a great job. Unfortunately, many employees do not
have these skills.
 
It only takes a few seconds for a customer to know if one of your employees
cares about them. It doesn't matter if the contact is in person, or by
phone, email, letter or fax.
 
If you want to improve customer service you need to look for ways to build
the self-image of your employees.
Help them feel good about themselves. Give them recognition when they do a
great job. Use training programs that build their self worth.  Training
programs that help them feel good about themselves.
 
Most of us are limited by our own self-imposed limitations.
It could be our age, sex, martial status, where we were born, education,
family or job. The only things that prevent you and me from accomplishing
our dreams are self-imposed.
If you try to develop a high performing work team the self-imposed
limitations of some employees will prevent them from participating.
 
Here are several things you can do to improve the performance of your work
team.  Keep in mind the person who is contact with your customer is your
most valuable asset.
 
1. Continually, use recognition to reinforce the behavior you want.
When an employee does a great job let them know immediately.
Everyone needs recognition. Most of us never get enough. The recognition
could be either verbal or in writing.  Both work.
 
2. Use customer service training programs that build self worth and help
employees feel good about themselves. You need to use a new program every
six months. There is no magic bullet. No magic training program. Millions of
people across the world have gone through Feelings, Service Quality
Institute's signature training program. The bad news is that 6-12 hours of
training will not change a person's life and make them perfect forever. You
must use new material that reinforces the concepts.
 
3. Be more careful in your selection process. Service leaders will hire 1
out of 100 applicants. How do you hire?  Look for people with the right
attitudes and great self-images. Hire the best. You can always teach the
skills of your business. Changing attitudes and behavior is more difficult.
 
4. Terminate non-performing employees. They will cost you customers and hurt
your reputation. Probably, 10 percent of most company's workforces are not
productive. The sooner these non-productive people move to one of your
competitors the happier both you and your remaining employees will be. 
You know who the non-performing employees are. Make a decision to improve
your workforce now. General Electric, the best-managed company in the world
terminates the bottom 10 percent of their work force every year.  How many
should you terminate?
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Service Recovery Questions from a Newsletter Reader
 
I have a customer service situation in my life that I want your input on.
After finding out that I can get a free, no minimum balance checking with
direct deposit, I went to my bank, Federal Credit Union, to talk about my
account. 
 
You see I have had direct deposit for 6 years but had no knowledge of them
offering this product.  I also have been a checking customer at this bank
for at least 8 years.  I feel that this should be offered when direct
deposit is initiated.  I have had to pay $2.50 each time my balance fell
below a certain amount; it probably happened 40% of the time over the last 6
years.  I know it does not add up to much, but it seems like this was not
disclosed very well, at least to me.
 
I spoke to a "call center manager" about the situation, and they stated that
when they initiate a product, they promote it well, and I agreed.  They also
stated that they promote things constantly in their monthly statement
mailings.  I also agreed with that, they market for new CD's, loans, tax
filing, etc., in their mailings, to the point that they are at the limit on
how much they can mail for 39 cents I am sure.  But I
never saw it.  
 
The call center manager is looking up when this program was initiated, and
is going to get back with me.  I will let it go at that till I hear back
from her.  Should that point even matter?
 
Note: - I have my mortgage, a credit card, and short-term personal loan with
this same bank.
 
I am of the opinion that they should at least cover a few boxes of checks
when I open my new account to take care
of this issue.   
 
What do you think?  Being that I am a existing customer, would Commerce Bank
offer to change me to free checking if I had just signed up for direct
deposit?
 
Thank you for your time and looking forward to your response.  

Paul Fabianski


I suspect most of us can relate to this email and the concerns Paul has. He
happens to be the General Manager of Boston Bowl with 40 employees. My
response is as important to Paul as it is to all of you.
 
The real problem we all have is very few people ever let us know about
problems. They just disappear. They are called customer defections. Let's
look at several major things Paul told us. First he would be happy with a
couple boxes of free checks. Out of pocket cost for the bank is probably
$10-15.
Peanuts.

He also has his home loan, credit card and a short-term loan with the bank.
Wow. If the bank loses a customer like this, they are probably going to lose
a minimum of $100,000 of interest and other revenue over the time that he
would have been a customer.
 
Really great service recovery would be for the call center employee to say,
Wow. I am sorry. This is obviously our mistake, Mr. Fabianski, How about if
we give you a credit of $50 in your new direct deposit account to make up
for some of those $2.50 charges. (Could also have offered 2 boxes of free
checks) Mr. Fabianski, at the Federal Credit Union, you are one of our most
valuable customers. Thanks for coming in today. (Problem should have been
handled when Paul went to his bank to open up a new account.) We really
appreciate your business.
 
Yes, Commerce Bank would have taken care of the problem.
They teach their 11,000 employees to say YES.  It takes two to say NO. The
really good news for Paul is Commerce Bank plans on expanding to Boston
within the next few years.
Then he can experience heaven.
 
If you would like to see more answers to this type question in the
newsletter, please drop me an email. In addition, if there are items you
would like me to cover or spend more time on in the newsletter please let me
know.

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John Tschohl Seminars

Dar es Salaam,   Tanzania
May 16-17, 2005
Rosemary Kitillya
Managing Director
H & R Consultants Ltd
PPF Tower Bldg, 12th Floor, North Wing
Garden Avenue / Ohio Street
PO Box 70703
Dar es Salaam,   Tanzania
Tel: 255-22-2130073
E-mail: handrt2002@yahoo.com

John Tschohl traveled throughout the world last year lecturing on customer
service. His keynote presentations and one and two day seminars are well
attended. They provoke executives and leaders to think. He can help your
organization build a stronger commitment toward superior service.

John is able to handle any size audience. His energy and excitement will
build passion, among your leadership team and employees, toward a service
strategy. Contact your local representative or John@servicequality.com if
you would like to use him in 2005 or 2006.
You can view his marketing video for free at http://www.JohnTschohl.com

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Business Opportunities and Referral Fee
 
If you have a friend who might be interested in representing Service Quality
Institute please have them go to
http://www.customer-service.com/Business-Opportunities-C20.aspx
 
We have opportunities for Licensees, Distributors, Consultants and
Representatives. If you help us find a person who becomes a Licensee,
Distributor or Consultant we will give you a free Service First Video
Library set with a retail value of $1197.
http://www.customer-service.com/Service-First-Video-Library-C5.aspx

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May 23-26 / September 12-15, 2005
. Certified Customer Service Leader (CCSL) (3 days) $998 . Leading Empowered
Teams for Service Quality.  For all those
  in leadership and management positions.  (2 days)  May 23-24
  & September 12-13, 2005.

Leading Empowered Teams is built on helping you learn how to identify the
gaps preventing you from being a Service leader, empowerment, how to coach
an empowered and Service driven team and how to use teamwork to pull
everyone together.

. Feelings teaches the fundaments of customer service. (1 day) . Certified
Customer Service Trainer (CCST)  (4 days) $1997 . Leading Empowered Teams (2
days).
. Feelings (1 day)
. Train the Trainer Seminar, (1 day) May 26 & September 15,
   2005. Be certified and trained to conduct both of these
   programs internally.

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Service Quality Institute publishes The Customer Service Strategy To submit
ideas, questions or topic ideas, send an e-mail to
quality@servicequality.com

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