Third Camel, Fifth Jar& other customer service stories...Debra Templar: Check ups, Tune Ups & Makeovers....It’s in the bag!

2Customers are Revolting...Enough is enough!

3Why We Give Bad Service …We don’t understand the purpose of being in businessWe don’t understand customersWe don’t understand what business we’re inYou aren’t in the coffee business serving people.You’re in the people businessserving coffee.Howard Schultz, Starbucks

4We understand what business we are in but we don’t like doing itWe haven’t worked out our Policies, Procedures and PromisesWe haven’t defined our service promiseWe don’t even know what we do best so we wobble all over the market placeWe can’t put our finger on our Points of DifferenceWe don’t know what we want our customers to say after we’ve served them

5Remember!

Customers are like camels. They always remember your bad attitudes, your broken promises and how you handle misunderstandings.

7How to Give Great Service

Start with the Right PeopleThey have to love peopleThey must be activeThey must be willing to serveThey must be outgoingThey must have non-discriminatory attitudes about other 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

92. Develop a cheerful Returns Policy3. Live by your Service Promise … don’t die by it4. Excellence. Phooey!5. No dissin’ your own brands

10You can’t teach someone to smile,You can’t teach someone to want to serve, You can’t teach someone personality.What we can do, however, is hire people who have those qualities and we can then teach them about our products and teach them our culture.

11If your company mission is to climb a tree, which would you rather do:Hire a PossumOr Train a Horse

12Great Service

Inspires StoriesUses Outside-the-Box-ThinkingIs a ChoiceStarts with a Clear VisionRequires that Everyone Catch the VisionSurprises PeopleBegins with AnyoneGoes the Extra MileBrings Customers BackComes from the Heart

14What is a Complaint?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 gift customers give to a business.The company will benefit from opening this package carefully and seeing what is inside.

15Those 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

16Complaining Customers are still Customers

Customers who take time to complain still 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.

18Moments 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.

20Questions 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?

ALWAYSbe GENEROUS with PRAISE!

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.templarwww.thetemplargroup.com.auwww.twitter.com/DebraTemplarPic Credits: http://www.istockphoto.com