![Exceptional Customer
Service
Dr Wayne Wright
[W]sq solutions
www.wsqsolutions.com](https://image.slidesharecdn.com/exceptionalcustomerservice2012-120724062425-phpapp02/85/How-to-create-Exceptional-customer-service-in-your-business-1-320.jpg)
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How to create Exceptional customer service in your business
- 1. Exceptional Customer Service Dr Wayne Wright [W]sq solutions www.wsqsolutions.com
- 2. Exceptional Customer Service!! “I entered my account number and the agent still asks me for it.” “I hate being transferred from one person to another.” “Why can’t everybody know my issue? This is the 10th time I have called about the same problem. Don’t they value my business?” “I just want to talk to a live person rather than enter 1, 2, or 3 on my touchtone phone.” www.wsqsolutions.com
- 3. Exceptional Customer Service!! www.wsqsolutions.com
- 4. Exceptional Customer Service “ www.wsqsolutions.com
- 5. Exceptional Customer Service - Our Tips Always understand your customers needs. Go the extra mile. Cementing your relationship with them may secure any future contracts. Understand your customers' business - is there change ahead. Have a quick and robust process to answer customer queries and complaints. Keep a eye out for what your competitors are doing. Benchmark your performance regularly. Innovate new services around your customers. www.wsqsolutions.com
- 6. Thank you www.wsqsolutions.com
Editor's Notes
- Thank you for taking the time to sit in on this presentation. It has been a manic season for us but privileged to be able to share with you some of the principles that have enabled our clients to outgrow their competitors in a difficult market environment. If you have a pen and paper write down some notes that are applicable to your business. I can send the presentation to you if you give me your business card afterwards.
- Thank you for taking the time to sit in on this presentation. It has been a manic season for us but privileged to be able to share with you some of the principles that have enabled our clients to outgrow their competitors in a difficult market environment. If you have a pen and paper write down some notes that are applicable to your business. I can send the presentation to you if you give me your business card afterwards.
- Thank you for taking the time to sit in on this presentation. It has been a manic season for us but privileged to be able to share with you some of the principles that have enabled our clients to outgrow their competitors in a difficult market environment. If you have a pen and paper write down some notes that are applicable to your business. I can send the presentation to you if you give me your business card afterwards.
- Thank you for taking the time to sit in on this presentation. It has been a manic season for us but privileged to be able to share with you some of the principles that have enabled our clients to outgrow their competitors in a difficult market environment. If you have a pen and paper write down some notes that are applicable to your business. I can send the presentation to you if you give me your business card afterwards.
- Thank you for taking the time to sit in on this presentation. It has been a manic season for us but privileged to be able to share with you some of the principles that have enabled our clients to outgrow their competitors in a difficult market environment. If you have a pen and paper write down some notes that are applicable to your business. I can send the presentation to you if you give me your business card afterwards.
- To round off I want to share briefly example real life business clients who have utilised these growth principles. Scipac were a family business bumping along on a glass ceiling of turnover, average profits and very cautious cashflow. In December 2007 a strategy away day identified three key areas that could unlock growth. One of those was engagement of the employees in the vision and goals in the business. By using the appraisal process to link all the tactical plans with staff performance then it was easy for the staff to see how their work impacted the businesses. The business took off and trebled in size in three years won a number of regional awards and then the big UK Queen’s award for Innovation and Export (very rare). The business continued to grow and sold out a few yeas ago for multimillion pound deal creating a number of millionaires. Influential Software are specialist developers and IT support specialists in the Publishing sector. The run and provide the IT backoffice and management reporting for large Publishing houses. The business had a great culture of looking after their customers and this provided the foundation for growth. But their reliance on a handfull of clients meant potential future difficulties if a client hit rocky side. As a result of this they embarked changing their business development practices and process which led to their reliance on a handful of key clients being reduced from 95% down to 65% in one year. This has therefore not only enabled the business to consolidate the great relationship with the existing clients but the acquisition of new clients will catapult the business to achieve a trebling in performance in the next few years. The final business is one that did not want to sell but the original founders wanted to either retire or take a back seat. The creation of a clear succession plan was essential for the key players to take a back seat and the management team appointed to the Board and incentived with shares. The business has exploded with growth with a doubling in size and creating a massive dividend pool for the original founders as a pension and paper millionaires.