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Basic Customer Service in Russia Outline

In: Business and Management

Submitted By russia1313
Words 315
Pages 2
Speech on service: 1. Thank you Mag Rad for the invite / Russia language not so good / Only 20 mins to talk about business in Russia and customer service – I love Russia

2. Great customer service is understanding that Service is your product – not shoes, not food a. Rule 1: believe that great customer service is your product: this is what produces success (NOT your product) b. Rule 2: know that emotions drive behavior: what emotions do you want your customers to have in order to be loyal to you? What emotions do you want your staff to have to be engaged and motivated by you? c. Rule 3: what behaviors are realistic, consistent and sustainable: consistency is more important than occasional excellence (as McDonalds have proven so well!), and constantly seek to improve behaviors little by little, every day and every week d. Rule 4: measure your results, as well as your profits: the results you need to measure are your customers’ opinion of your behaviors, because this will determine your future success

3. Ok – Now you want to sell service, but you’ve never seen it and you live in Russian e. Compliment one, the other says…? / So I don’t compliment my staff? f. I got a 5, great, what did your friends get? g. Teamwork

4. Lead by example – show them how it’s done.

5. HALT – stop because you can’t provide service h. Hungry / Angry / Lonely / Tired i. Top places to work – google, southwest, etc. ranked number one because they had food in their break room and games to play. This is how important this is to service. j. In the café if you feed them, they are your best sellers – give the employees the best, they will create and sell, rather than this burnt, I was going to give it my dog, but you can have it instead

6. Open ended questions...

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