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Customers are Revolting!<br />Debra Templar: Check ups, Tune Ups & Makeovers....It’s in the bag! <br />
Enough is enough!!!Why WeGiveBADService<br />
We don’t understand the purpose of  being in business<br />We don’t understand customers<br />We  don’t understand what bu...
We understand what business we are in but we don’t like doing it<br />We  haven’t worked out our Policies, Procedures and ...
How to <br />Give <br />GREAT <br />Service<br />
Start with the Right People<br /><ul><li>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</li></li></ul><li>Develop a cheerful Returns Policy<br />Li...
You can’t teach someone to smile,<br />You can’t teach someone to want to serve, <br />You can’t teach someone personality...
What you  can do, however, <br />is hire people who have those qualities,  <br />then teach them about your products and t...
If your company’s mission statement was “to climb a tree”, what would you rather do?<br />
Train <br />a <br />horse to climb the tree?<br />
Or<br />hire<br />a <br />possum?<br />
GREAT<br />Service...<br />
Inspires Stories<br />Uses Outside-the-Box-Thinking<br />Is a Choice<br />Starts with a Clear Vision<br />Requires that Ev...
Complaining<br />Customers<br />
Those customers are cunning.  They try to trick us into giving them things they haven’t paid for.<br />That customer is an...
What is a Complaint?<br />
A complaint is a statement about expectations that haven’t been met.<br />It is also, and perhaps more importantly, an opp...
Complaining Customers are still Customers...<br />
Customers who take time to complainstill have some confidence in the business.  <br />In most cases, it is less of a hassl...
Moments<br />Of <br />Truth<br />
Identify every contact between the customer and the employee, and treat that contact as … <br />“A Moment of Truth”<br />Y...
Questions <br />to Ask:<br />
How does your business view customer complaints?  How do you talk about complaining customers?<br />Do staff members see c...
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Customers Are Revolting

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Customers are revolting! They've had enough... Are your customers revolting?

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Transcript of "Customers Are Revolting"

  1. 1. Customers are Revolting!<br />Debra Templar: Check ups, Tune Ups & Makeovers....It’s in the bag! <br />
  2. 2. Enough is enough!!!Why WeGiveBADService<br />
  3. 3. We don’t understand the purpose of being in business<br />We don’t understand customers<br />We don’t understand what business we’re in<br />You aren’t in the coffee business serving people.<br />You’re in the people business<br />serving coffee.<br />Howard Schultz, Starbucks<br />
  4. 4. We understand what business we are in but we don’t like doing it<br />We haven’t worked out our Policies, Procedures and Promises<br />We haven’t defined our service promise<br />We don’t even know what we do best so we wobble all over the market place<br />We can’t put our finger on our Points of Difference<br />We don’t know what we want our customers to say after we’ve served them<br />
  5. 5. How to <br />Give <br />GREAT <br />Service<br />
  6. 6. Start with the Right People<br /><ul><li>They have to love people
  7. 7. They must be active
  8. 8. They must be willing to serve
  9. 9. They must be outgoing
  10. 10. They must have non-discriminatory attitudes about other people</li></li></ul><li>Develop a cheerful Returns Policy<br />Live by your Service Promise … don’t die by it<br />Excellence. Phooey!<br />No dissin’ your own brands<br />
  11. 11. You can’t teach someone to smile,<br />You can’t teach someone to want to serve, <br />You can’t teach someone personality.<br />
  12. 12. What you can do, however, <br />is hire people who have those qualities, <br />then teach them about your products and teach them your culture.<br />
  13. 13. If your company’s mission statement was “to climb a tree”, what would you rather do?<br />
  14. 14. Train <br />a <br />horse to climb the tree?<br />
  15. 15. Or<br />hire<br />a <br />possum?<br />
  16. 16. GREAT<br />Service...<br />
  17. 17. Inspires Stories<br />Uses Outside-the-Box-Thinking<br />Is a Choice<br />Starts with a Clear Vision<br />Requires that Everyone Catch the Vision<br />Surprises People<br />Begins with Anyone<br />Goes the Extra Mile<br />Brings Customers Back<br />Comes from the Heart<br />
  18. 18. Complaining<br />Customers<br />
  19. 19. Those customers are cunning. They try to trick us into giving them things they haven’t paid for.<br />That customer is an idiot. <br />There are no limits to what people will do.<br />Can’t they see I’m busy?<br />If they’d just read the instructions before calling to complain.<br />Can’t they ever say something positive?<br />All they do is complain – and about such minor things<br />
  20. 20. What is a Complaint?<br />
  21. 21. A complaint is a statement about expectations that haven’t been met.<br />It is also, and perhaps more importantly, an opportunity for a business to satisfy a dissatisfied customer by fixing a service or product breakdown.<br />In this way, a complaint is a giftcustomers give to a business.<br />The business will benefit from opening this <br />package carefully and seeing <br />what is inside.<br />
  22. 22. Complaining Customers are still Customers...<br />
  23. 23. Customers who take time to complainstill have some confidence in the business. <br />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.<br />
  24. 24. Moments<br />Of <br />Truth<br />
  25. 25. Identify every contact between the customer and the employee, and treat that contact as … <br />“A Moment of Truth”<br />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.<br />
  26. 26. Questions <br />to Ask:<br />
  27. 27. How does your business view customer complaints? How do you talk about complaining customers?<br />Do staff members see complaints as an opportunity to satisfy dissatisfied customers?<br />Do staff members tend to blame policies when they can’t meet customer needs?<br />What specific lessons have you learned from your complaining customers?<br />What specific strategies does your business have in place to encourage and then learn from <br />complaints?<br />
  28. 28. Customers always remember your bad attitudes, <br />your broken promises and <br />how you handle <br />misunderstandings<br />
  29. 29. Are your customers revolting?<br />Have they had enough?<br />
  30. 30. 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:<br />"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!“<br />E:   debra@thetemplargroup.com.auMobile: 0417 532383Skype: debra.templar<br />Linked In: www.linkedin.com/in/DebraTemplar<br />www.thetemplargroup.com.au<br />www.twitter.com/DebraTemplar<br />Pic Credits: http://www.istockphoto.com<br />
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