The Play Providers Conference

Creating a Culture of Service

Graham SeymourShopper Anonymous

Who cares?

2008 European Management Conference – Businesses believed they offered superior customer service

80%

What percentage customers agreed with them? 8%

Who cares?

Customers who stop coming to a business due to the product or price

14%

What percentage defect because they think we don’t care about them?

67% and rising!

Where do we start?

Creating a service culture…

Start here!

"If you wonder what getting and keeping the right employees has to do

with getting and keeping the right customers, the answer is everything.”

Fred Reichheld, The Loyalty Effect

Staff – Your No.1 Customer

“Customer service is an energy business. A culture of service needs

energised staff.”

Graham Seymour, Shopper Anonymous

Energised staff – what can you do?

• Recruit for attitude• Set expectations & review• Train: Product Knowledge =

Confidence = Passion = Energy• Encourage reward and recognition• Perceptions and Impressions

Perceptions and Impressions

Train for Communication

% Words% Tone?% Body Language?

15%78%

7%

First impressions

Web Front Door

Reception

Phone

Advertising

Car Park

First Impressions – test your business!

First Impressions – test your business!

• Walk your business as a new

customer• Ring out of hours• Have staff use website• Use a mystery shopper!

Conclusions – to create service culture

• Invest in staff• Perceptions and first impressions

are key• Test your business

The Play Providers Conference

Creating a Culture of Service

Graham SeymourShopper Anonymous