CUSTOMER SERVICEKEYS TO CUSTOMER RETENTION

GINGER S. MYERS

UNIVERSITY OF MARYLAND EXTENSION

AG MARKETING SPECIALIST

DIRECTOR, MREDC

GSMYER@UMD.EDU

302-432-2767

Director of the Maryland Rural Enterprise Development Center Extension Marketing Specialist, College of Agriculture & Natural Resources,

University of Maryland Extension. Over 30 years of experience in production agriculture, agri-business and consulting

to this position. Currently works with agricultural entrepreneurs, develops new markets and

networking opportunities, works with new and beginning farmers, and assists with business development and business planning.

Operates a grass-based livestock farm with husband.

Ginger S. Myers gsmyers@umd.edu 301-432-2767

Please Write Down Your Definition of Customer Service

DID YOU INCLUDE ANY OF THESE ATTRIBUTES?

PRESENTATION GOALS• Realize the relationship between customer

service and customer satisfaction• Identify qualities of excellent customer

service• Learn how to handle difficult customers• Customer Service in an Online World• Enhance communication skills

WHY PEOPLE BUY…

• Producers see their product as the final result of their work.

• But business guru Peter Drucker reminds us that we are really seeking a different end product - a satisfied customer.

Why Customers / Clients Stop Doing Business

• 1% die• 3% move away• 5% other reasons• 9% competition• 14% don’t like the product or service• 68% indifferent attitude of sales people

Around 95% of the customers that leave will not tell you when or why, they just leave.

Customers Evaluate Service Quality on Five Points

•Reliability•Assurance•Tangibles•Empathy•Responsiveness

IF THIS IS NOT YOU- FIND SOMEONE IN YOUR BUSINESS THAT HAS THIS SKILL SET

When a Customer is Angry

• Don’t argue• Listen carefully• Apologize and use reflective communication skills

• Show empathy

CUSTOMER SERVICE VIA INTERNET & SOCIAL MEDIA – RAPID RESPONSE

It is a hard time for businesses to go through the process of translation to social customer service,

However, it is inevitable and whoever completes it quicker will gain an advantage over competitors

CUSTOMER POWER ONLINE OR OFF COMBINED

Customer Power grows stronger over time (infographic via desk.com)

ALL SOCIAL MEDIA PLATFORMS

The thing you need to be aware of when using social profiles for customer service is the community is always watching.

Social media is the most transparent communication method as all questions and answers are personalized and public.

WHAT ATTITUDE OR PERCEPTION DOES THIS FB SEND TO THE CUSTOMERS?

MASKS REQUIRED to enter the market beginning at 7am tomorrow in compliance with the governor's orders! Bear with us as we jump through more of these required hoops.

BEST PRACTICES FOR ONLINE AND ECOMMERCE CUSTOMER SERVICE

Design a comprehensive FAQ page. The frequently asked questions section of a company's website is a hub of valuable information. ...

Focus on timely responses to customer inquiries. ...

MORE BEST PRACTICES- SLOW DOWN AND REALLY LISTEN TO CUSTOMER FEEDBACK

Listen to what followers are saying on social media. ...

Personalize email messages and correspondence. ...

Make contacting the company an easy endeavor.List your phone number and email contact on your website

BY FOLLOWING A FEW SIMPLE STEPS FROM THE DISNEY INSTITUTE’S H.E.A.R.D. METHOD—YOU CAN TURN UPSET CUSTOMERS INTO LOYAL, HAPPY ONES:

Hear: let the customer tell their entire story without interruption. Sometimes, we just want someone to listen.

Empathize: Convey that you deeply understand how the customer feels. Use phrases like “I’d be frustrated, too.”

DISNEY INSTITUTE’S H.E.A.R.D. METHOD

• Apologize: As long as it’s sincere, you can’t apologize enough. Even if you didn’t do whatever made them upset, you can still genuinely be apologetic for the way your customer feels (e.g., I’m always sorry that a customer feels upset).

• Resolve: Resolve the issue quickly, or make sure that your employees are empowered to do so. Don’t be afraid to ask the customer: “what can I do to make this right?”

DISNEY INSTITUTE’S H.E.A.R.D. METHOD

Diagnose: Get to the bottom of why the mistake occurred, without blaming anyone; focus on fixing the process so that it doesn’t happen again

Rewards for Excellent Customer Service• Increased customer loyalty• Positive word-of-mouth promotion

• Happier customers• More productive and happier employees• Smoother working operations• Increased intangible competitive advantage

Ginger S. MyersUniversity of Maryland ExtensionAg Marketing SpecialistDirector, MREDCgsmyer@umd.edu302-432-2767