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Disney Happiness

Disney Happiness

 

“There is no magic in magic, it’s all in the details.”

Walt Disney

 

At Disney, every contact with a customer offers a chance to shine. Disney calls these contacts “Moments of Truth” … the opportunities to create everlasting positive impressions! And because the company demands excellence as an organizational absolute, even its fiercest competitors acknowledge that Disney is simply the best customer-centric company on the planet! 

Over a series of articles posted once a week, we’re going to be focusing on some of the details that creates Disney Magic. 

Disney Detail #1: Happiness

Disney’s main goal is to make people happy and preserve the impression that the Disney is a place where dreams come true. 

The Disney mantra:

We create happiness by providing the finest in family entertainment.”

It’s common knowledge that emotions are often more powerful than logic when it comes to buying decisions. That’s why it’s always important to tap into what makes your customers or clients feel good about buying from you and focus on that in your delivery and fulfillment systems.

Below are the service guidelines that Disney used in the 1960’s. Even though these Guidelines don’t exist in this form anymore, the spirit of the Guidelines are very much in practice by Disney employees to this day.

Disney’s Seven Service Guidelines:

Disney Detail #1

12 Ways to Make People Smile Everyday

12 Ways to Make People Smile Everyday

“A smile is a curve that sets everything straight” – Phyllis Diller

Because adding some cheer to someone else’s day will lift your spirits, too

You don’t have to be a comedian to get someone to crack a smile. And since smiles are contagious, putting one on someone else’s face will almost always brighten your day, too. So try one (or more) of these 12 easy ways to get someone to grin today.

  1. Hold the door for someone instead of rushing to get to your workspace faster.
  2. Say “hi” to a customer as you pass them by.
  3. Treat the person behind you at the coffee shop to whatever they were planning to order.
  4. Have good manners. Although this may seem obvious, it’s often overlooked. Say please, thank you, and you’re welcome  Get into the habit of being polite. A meaningful “you’re welcome” goes a long way towards cultivating positive feelings, and your customers will remember that you treated them well.
  5. Offer up your seat in a crowded place.
  6. Compliment a co-worker or friend on how well they pulled off a project they’ve been working hard on (as opposed to just complimenting them on their looks).
  7. Bring smiles into your phone conversations. You may not realize how much the tone of your voice changes when you smile, but it’s actually very noticeable – people can hear smiles even if they can’t see them.
  8. Treat your teammates well. Speaking of good feelings…Don’t forget to spread smiles among the people who work with you. If you do, they’ll treat your customers the way you treat them. If you’re always smiling, happy, and glad to talk with your teammates, you’ll find they’ll also carry that attitude towards people who buy from the business.
  9. Text or e-mail a friend a throwback photo of the two of you.
  10. Really laugh out loud. (It’s totally contagious!)
  11. Smile at someone. Chances are, they’ll smile back—but even if they don’t, at least you’ll be smiling!
  12. Tell a customer he or she is special. This is so easy to do, and it costs nothing to boost someone’s morale. People love to feel accepted and liked, so telling someone she is a special customer can go a long way towards making her feel awesome about herself – and that’s definitely going to make her feel good about you as well.

Want to add some extra punch to that last tip? Tell someone else that you think someone is special, while that person is standing right there listening. Think about how you’d feel if you heard someone you’ve hired or bought something from, tell another person that you’re a great person. You can’t help but smile when you hear compliments like that!

Extracts from http://www.womenshealthmag.com/life/how-to-make-people-smile

Christmas Customer Service Tips!

Christmas Customer Service Tips!

‘Tis the season to put a massive smile on your customer’s face and make sure they keep coming back for more!

Retailers love the holiday shopping season, and with good reason. It’s the time of year when many businesses take in a large portion of their overall revenue — national holiday sales last year alone surpassed $600 billion.

While an increase in sales is great for the bottom line, the holiday season also means an increase in customer interactions, which unfortunately doesn’t always result in glad tidings or great joy. A recent survey found that more than two-thirds (69 percent) of consumers said customer service was worse during the holiday season than the rest of the year.

Christmas time is no time to let your customer service slide. During the busy holiday season, your customers need you more than ever, and you can turn this to your advantage.

Use these simple customer service tips to boost your business this Christmas and keep your customers coming back long into the New Year.

Give more than just goodwill

Tis the season for giving, and your while your customers may not expect any gifts from you, it doesn’t take much to inspire their loyalty. Get personal and send each customer a holiday greeting in the form of a card. You can give gift cards, exclusive coupons, or other ‘gifts,’ and your customers will have a great reason to continue doing business with you throughout the holiday season.

Be clear about your dates

Good customer service means being available when your customers need you, but that can be tricky during the holidays. If your business will be closed on a day during the holiday season, be sure you make it clear when your customers can expect to reach you again.

Shorten hold times

Hold times are often triggered by issues such as inflexible phone systems that can’t scale to handle fluctuating call volumes, improper staffing or utilization of staff, or poorly structured call menus. By decreasing hold times, customers will feel better serviced and may even spread the news about how impressed they were with the experience.

Embrace the season

Who knew? Underneath that Grinch-like exterior is a real person who actually likes holiday music. About half (48 percent) of consumers said they prefer holiday music when placed on hold. Just make sure they don’t have to hear it for more than a few minutes — one-third (32 percent) indicated they would hang up when on hold for more than five minutes.

Be of good cheer 

It turns out your customers are in the holiday spirit after all. In fact, one-third (35 percent) of survey respondents voted “Happy Holidays” as the number-one phrase that warms their heart.

Make sure your staff has smiles on their faces (and in their voices) by equipping them with the knowledge and tools they need to do their jobs effectively and efficiently. These improved interactions will, in turn, give your customers a new attitude about holiday customer service, resulting in good tidings for you and your company.

Send customers a specially designed Christmas card

Personalized Christmas cards are an ideal way to say thanks to your customers for their business. It makes customers feel appreciated and not just ‘another sale’, especially if it was a highly involved purchase where you built a personal relationship.

Help Customers Learn Something New

How cool would it be to hold an event where you bring in experts to talk about vehicles/ technology and have some free snacks and hot chocolate? The more educated your customers become, the more they will appreciate the car business, thus the more valuable they are to your business.

Wow One Customer

Spring for it, throw rational thought out the window and WOW one customer. Stories of amazing customer service overtures fill the air—it’s time to let your company be the story of the day.

Give a customer service experience so delightfully over-the-top that one lucky customer will have a great story to tell. If you’re creative enough, that customer’s family, friends, and social media acquaintances will be retelling the story for days and weeks to come.

Give a Great Read

Take a gander at the books that have been most influential to your company. Give one as a gift to customers. This gesture offers customers insight into your company culture and opens the lines of communication for future discussion about the book.

Make sure to write a personalized note that goes with or inside the book so your customer knows this is a thank you meant just for them.

Spotlight Customers

Call out customers via Twitter/ Facebook to let them know how much they mean to you. The 140-character challenge: make it personal, be sincere and leave them smiling.

Another way to profess your love: feature customers on your website. This makes customers feel valued and gives them a sense of pride in doing business with you.

Send a Treat

Cookies are a winning idea—liked by all and easy to share. But consider your audience: if your customer is a fitness guru, brighten their healthy day with a fruit bouquet instead.

If you choose cookies, some places to order from include Christie Cookies (they do custom tins).

  • Various Sources
A Quote From The Sysco Wall…

A Quote From The Sysco Wall…

“A customer is the most important visitor on our premises. 

He is not dependent on us.  We are dependent on him. 

He is not an interruption in our work.  He is the purpose of it.

He is not an outsider in our business.  He is a part of it.

We are not doing him a favor by serving him.

He is doing us a favor by giving us the opportunity to do so.”

The Goldfish vs. The Brocolli

The Goldfish vs. The Brocolli

How do we assist our customers needs? Our capacity to see the world from another person’s perspective develops early in life. When we look at how little children gain the perspective-taking skill, we can see the two tendencies observable in adults: 

  1. Being closed
  2. Being open to the other’s perspective.

In one experiment, psychologists from Berkeley University studied fourteen-month-old and eighteen-month-old toddlers. The toddlers were sitting in front of two bowls: One with goldfish crackers and one with broccoli.

The toddlers tasted the food from both bowls. They all liked goldfish more than broccoli. Later, the toddlers watched a researcher express disgust while tasting the crackers and delight while tasting the broccoli. Then, the researcher held out her hand and asked for some food. The toddlers could offer either the crackers or the broccoli to the researcher. What did they do?

Most of the fourteen-month-olds shared what they liked themselves – the goldfish crackers. The toddlers didn’t understand that the other person had her own want, which is different from their own. However, most of the eighteen-month-olds, handed broccoli to the researcher. These kids understood that they like goldfish crackers themselves but the researcher likes something else.

The behavior of the fourteen-month-olds can rear its tiny head when you focus too much on your own viewpoint and ignore how others react to your ideas, products and services. You remain blind to other perspectives, which leads to giving goldfish crackers to those who are longing for broccoli. You simply don’t see and don’t know what other people want from you.

In contrast, the behavior of the eighteen-month-olds is when you open up to the perspectives of other people; you observe how they react to your work or whatever you do for them. You keep your perspective as your own and see the other view as the other view.

So ask yourselves next time a customer expresses frustration through body language or tone: Are you giving them the broccoli? Are you giving them what they want?

Customer Service Skills List

Customer Service Skills List

There are a few universal skills that you can master that will dramatically improve your conversations with customers. Are there some areas you may be weaker in? Don’t be afraid – Embrace these skills like a Rock Star! Practice makes Perfect!

  1. Patience

Patience is important to customers, who often reach out to support when they are confused and frustrated: Great service beats fast service every single time. 

If you deal with customers on a daily basis, be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truly figure out what they want — they’d rather get competent service than be rushed out the door!

  1. Attentiveness

The ability to really listen to customers is so crucial. Not only is it important to pay attention to individual customer interactions (watching the language/terms that they use to describe their problems), but it’s also important to be mindful and attentive to the feedback that you receive at large. Take time to truly listen to customer’s concerns. 

  1. Knowledge of the Product

The best forward-facing need to have a deep knowledge of how the product works. Without knowing your product from front-to-back, you won’t know how to help customers when they run into problems. Keep abreast of the latest automotive news and product developments.

  1. Acting Skills

Sometimes you’re going to have a bad day come across customers who have had a bad day that you’ll never be able to make happy.

Situations outside of your control will sometimes creep into your usual support routine, and you’ll be greeted with challenging situations.

Having those basic acting skills necessary to maintain your usual cheery persona in spite of dealing with customers who are upset or surprise issues is essential. 

  1. Ability to “Read” Customers

You won’t always be able to see customers face-to-face, and in many instances (nowadays) you won’t even hear a customer’s voice, if you see them from across the room (i.e. In a waiting area)

This skill is essential because you don’t want to mis-read a customer and end up losing them due to confusion and miscommunication or ignoring them while they visit your dealership.

Look and listen for subtle clues and watch body language for their current mood, patience level, personality, etc., and you’ll go far in keeping your customer interactions positive.

  1. A Calming Presence

The ability that some people have to stay calm and even influence others when things get a little hectic is an important skill. To know that you cannot let a heated customer force you to lose their cool; You need to try to be the “rock” for a customer who thinks the world is falling down due to their current problem.

  1. Persuasion Skills

Oftentimes, you will get customers who are simply curious about your company’s product, rather than having problems with it. To truly take your customer service skills to the next level, you need to have some mastery of persuasion so that you can convince interested customers that your product is right for them.

It’s all about not letting potential customers slip away because you couldn’t create a compelling message that your company’s product is worth purchasing!

  1. Tenacity

Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service that people talk about – It’s about refusing to just do the “status quo” when it comes to helping someone out.

Remembering that your customers are people too –  Never “cheat” your customers with lazy service.

 

www.helpscout.net/blog/customer-service-skills/