Customers Are Revolting

Customers are Revolting!
Debra Templar: Check ups, Tune Ups & Makeovers....It’s in the bag!

Enough is enough!!!Why WeGiveBADService

We don’t understand the purpose of being in business
We don’t understand customers
We don’t understand what business we’re in
You aren’t in the coffee business serving people.
You’re in the people business
serving coffee.
Howard Schultz, Starbucks

We understand what business we are in but we don’t like doing it
We haven’t worked out our Policies, Procedures and Promises
We haven’t defined our service promise
We don’t even know what we do best so we wobble all over the market place
We can’t put our finger on our Points of Difference
We don’t know what we want our customers to say after we’ve served them

How to
Give
GREAT
Service

Start with the Right People
They have to love people
They must be active
They must be willing to serve
They must be outgoing
They must have non-discriminatory attitudes about other people

Develop a cheerful Returns Policy
Live by your Service Promise … don’t die by it
Excellence. Phooey!
No dissin’ your own brands

You can’t teach someone to smile,
You can’t teach someone to want to serve,
You can’t teach someone personality.

What you can do, however,
is hire people who have those qualities,
then teach them about your products and teach them your culture.

If your company’s mission statement was “to climb a tree”, what would you rather do?

Train
a
horse to climb the tree?

Or
hire
a
possum?

GREAT
Service...

Inspires Stories
Uses Outside-the-Box-Thinking
Is a Choice
Starts with a Clear Vision
Requires that Everyone Catch the Vision
Surprises People
Begins with Anyone
Goes the Extra Mile
Brings Customers Back
Comes from the Heart

Complaining
Customers

Those customers are cunning. They try to trick us into giving them things they haven’t paid for.
That customer is an idiot.
There are no limits to what people will do.
Can’t they see I’m busy?
If they’d just read the instructions before calling to complain.
Can’t they ever say something positive?
All they do is complain – and about such minor things

What is a Complaint?

A complaint is a statement about expectations that haven’t been met.
It is also, and perhaps more importantly, an opportunity for a business to satisfy a dissatisfied customer by fixing a service or product breakdown.
In this way, a complaint is a giftcustomers give to a business.
The business will benefit from opening this
package carefully and seeing
what is inside.

Complaining Customers are still Customers...

Customers who take time to complainstill have some confidence in the business.
In most cases, it is less of a hassle just to take their business to the competition, so those who do complain are showing some degree of loyalty.

Moments
Of
Truth

Identify every contact between the customer and the employee, and treat that contact as …
“A Moment of Truth”
Your people will only treat your customers as well as they are being treated; thus to have satisfied customers, they need to be served by passionate people.

Questions
to Ask:

How does your business view customer complaints? How do you talk about complaining customers?
Do staff members see complaints as an opportunity to satisfy dissatisfied customers?
Do staff members tend to blame policies when they can’t meet customer needs?
What specific lessons have you learned from your complaining customers?
What specific strategies does your business have in place to encourage and then learn from
complaints?

Customers always remember your bad attitudes,
your broken promises and
how you handle
misunderstandings

Are your customers revolting?
Have they had enough?

One of Australia’s leading retailing experts, Debra Templar just hates bad customer service and stupid business practices. So… she’s on a mission to change them – one slideshow, presentation, book, or training session at a time:
"I don't just want to improve how we do business for the customer’s sake but also that we, as business owners, sell more stuff, make lots more profit, and love our businesses back to life!“
E: debra@thetemplargroup.com.auMobile: 0417 532383Skype: debra.templar
Linked In: www.linkedin.com/in/DebraTemplar
www.thetemplargroup.com.au
www.twitter.com/DebraTemplar
Pic Credits: http://www.istockphoto.com

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Customers Are Revolting

by Debra Templar on Mar 01, 2010

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Customers Are Revolting — Presentation Transcript