Masterclass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line with Michelle Pascoe

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To achieve optimum sales/income for your business you must first understand who your customer is and how you can provide a service that consistently exceeds their expectations. …

To achieve optimum sales/income for your business you must first understand who your customer is and how you can provide a service that consistently exceeds their expectations.

It is more than providing a product or service – your customer needs to be engaged by your staff.

Michelle Pascoe of Optimum Operating Procedures and Services (OOPS) leads this Masterclass on how to improve business and increase the bottom line.

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  • 1. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom LineBusinessThree Key (Touch) Points to Improveand Increase theBottom Line Masterclass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line
  • 2. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom LineSuzi DafnisAustralian Businesswomen’s Network
  • 3. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line Q&A
  • 4. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom LineTWITTERUse tag: #abnmasterNOT ON TWITTER?search.twitter.comFollow along at @suzidafnisMichelle: @ServiceInsights
  • 5. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line
  • 6. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom LineMichelle PascoeOptimum Operating Procedures andServices (OOPS)
  • 7. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line Three Key Touch Points• Initial Contact - 1ST IMPRESSION• The Experience – THE WELCOME• The Memory Referral/Return
  • 8. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom LineCommunication – Initial Contact 1 Impression st• What is communication?• What forms does it take?• What are the inherent strengths and weaknesses of different forms of communication?• What are the customer service implications?
  • 9. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line Belinda Weaver copywritematters.com.au
  • 10. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line
  • 11. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line Kerstin WahlqvistBuddhababy.com.au
  • 12. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line Nicki Walshblazemarketing.com.au
  • 13. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line The Experience: Welcome What image is projected in your customer service contact both personally and professionally?
  • 14. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom LineThe Memory: Referral/Return• How do you handle complaints?• How do you handle compliments?• How do you contact/remain in contact with customers?
  • 15. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line Six Steps to Enhanced Service and Success• Be prepared (setting the scene)• Positive attitude• Acknowledging what’s important to the customer• Giving the customer facts – stating the benefits• Being what your marketing says you are• Closing the loop
  • 16. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom LineRemember you have a CHOICE!What is one thing that you can dotomorrow that will enhance the threekey touch points that YOU provide?
  • 17. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line Q&AUse the Question Pane to Ask Your Questions
  • 18. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom LineMichelle PascoeOptimum Operating Procedures andServices (OOPS)
  • 19. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line
  • 20. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line Michelle Pascoe www.oops.net.au @ServiceInsights /michellepascoe /michellepascoeOOPS /michellepascoe
  • 21. MasterClass: Three Key (Touch) Points to Improve Business and Increase the Bottom Line