Date post: | 13-Apr-2017 |
Category: |
Education |
Upload: | kathryn-lynch-morin |
View: | 624 times |
Download: | 0 times |
Extraordinary Customer Service
1.Think of a poor customer service experience
2.Think of an extraordinary customer service experience
Extraordinary Customer Service
1. Why?2. Customers3. Skills4. Processes
1. Why is Customer Service Important?
• Extraordinary Customer Service is Simple
• Helps Your Bottom Line
Why Customers Leave
1.Poor Quality2.Poor Customer Service3.Lack of Something New
6 times more expensive to recruit a new
customer than have a current one return
Repeat Rate
Repeat Customers ÷ Customers Year 1 = Repeat RateTarget Repeat Rate 30-50%
Extraordinary Customer Service
1. Why?2. Customers3. Skills4. Processes
5 Stages of Attachment
5. Advocacy
4. Community
3. Relationship
2. Identity
1. Awareness
“I know you exist.”1. Awareness
2. Identity “You have something for me.”
3. Relationship“I think that the benefits will outweigh the risks. I register.”
4. Community“The benefits do outweigh the risks. I like the information and people. Let me try again.”
5. Advocacy“You guys are the greatest. I am going to tell all of my friends!!”
Don’t you find it odd that people will put more work into choosing their mechanic or house contractor than they will into choosing the person who grows their food. Joel Salatin
Product vs. Service
Your Customers1.Want money’s worth2.Quality & service3.Evaluate purchases continuously
Who will register next time?
RegisteredBefore
Same Demographic
Characteristics
Returning Customers Refer Other Customers
Small businesses - zip code
Market Segments1.2 demographics per
segmentSeniors <30 minutes
Single college students
Best Customers1. 20% that generate 80% income2. Find them
• Most Recent
• Monetary Value
3. Survey• Birthdate - community
• Occupational speciality - professional
With your best customers
1.Tell them2.Add value
Extraordinary Customer Service
1. Why?2. Customers3. Skills4. Processes
1. Smile when talking
2. Stop, Listen, Repeat
3x’s
3. Inquiry 24 Hour Rule
4. Follow-up inquiries 3 Times
5. Special Touch
6. Thank You &You’re Welcome
7. Email1. Respond Same Day2. Thank You3. Contact Information4. Provide Further Assistance5. Other Products6. Acknowledge Other Email
9. Names
8. Voice Mail & eMail
• Information• Options
10. Registration• 27/7• 5+ options• Confirmation
11. Would you like to register?
12. Have fun!
Extraordinary Customer Service
1. Why?2. Customers3. Skills4. Processes
Complaints• You are ___• Emotional - Business - Emotional• Authority To Walk Away
Social Media Complaints
Personal•Contact•Thank you•What
happened?•Find solution
Online•Thank you•How to contact you•What would you like?
Frequent Conversations
1.1-2 Questions2.Different Customers Different
Times3.Expectations Shifting
FAQ’s1.Questions & answers2.Distributed3.Updated4.Online
Refunds1.Liberal policy2.Offer vouchers first
Customer Targets• Rings to answer phone• Respond to walk-in customer• Return voice mail• Confirmation of registration• Refund• Inquiry response• Cancellations
Exceed Expectations
1. Internal Customer Targets2.Add additional time3.Tell your customers
Tweak
Extraordinary Customer Service
1. Why?2. Customers3. Skills4. Processes
Extraordinary Customer Service
Materials, reports, whitepapers and other items are exclusive content
produced by the professional staff and consultants of the Learning Resources
Network (LERN), and may not be reproduced without written permission.
For more information contact LERN at [email protected], (800) 678-5376, or visit
www.lern.org.