From Frustrated Foes to Staunch Advocates

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This one-hour webinar introduced customer service strategies to build customer loyalty at the moment of need: when they are in your face complaining about your service.

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From Frustrated Foes to Staunch Advocates

  1. 1. From Frustrated Foes to Staunch Advocates How to Make Your Customers Love You October 22, 2013 © 2013 NetSpeed Learning Solutions. All rights reserved. 1
  2. 2. Webinar Objectives • Five techniques to build customer loyalty based on customer needs • The four actions taken by angry customers and how to avoid them • Why you must value and attend to your angry, complaining customers • How Blazing Service can help your customer service teams transform foes to advocates © 2013 NetSpeed Learning Solutions. All rights reserved. 2
  3. 3. About Cynthia Clay • 25+ years of experience • Co-author of Peer Power: Transforming Workplace Relationships • Created Blazing Service to develop the skills of customer service providers © 2013 NetSpeed Learning Solutions. All rights reserved. 3
  4. 4. Tweet #customerservice © 2013 NetSpeed Learning Solutions. All rights reserved. 4
  5. 5. Opening Poll What statement best describes customer service in your organization? © 2013 NetSpeed Learning Solutions. All rights reserved. 5
  6. 6. Who is This Man? © 2013 NetSpeed Learning Solutions. All rights reserved. 6
  7. 7. David Carroll “It was reported that my videos impacted United Airlines stock price by 10% and in the eyes of some, the UA brand will be forever associated with those songs.” © 2013 NetSpeed Learning Solutions. All rights reserved. 7
  8. 8. Customer Loyalty What are the chances that Carroll is still flying United Airlines? 0% 18% of customers with resolved issues made repeat purchases of the same product. Source: Retail Consumer Report (June 2011) © 2013 NetSpeed Learning Solutions. All rights reserved. 8
  9. 9. Trader Joe’s © 2013 NetSpeed Learning Solutions. All rights reserved. 9
  10. 10. Chat Why would a customer sing your company’s praises? © 2013 NetSpeed Learning Solutions. All rights reserved. 10
  11. 11. Customer Experience In a 2012 report by Forrester Research: • Only 37% of brands received Good or Excellent customer service index scores. • 63% were rated OK, Poor, or Very Poor. © 2013 NetSpeed Learning Solutions. All rights reserved. 11
  12. 12. Chat: Customer Needs What do customers want? © 2013 NetSpeed Learning Solutions. All rights reserved. 12
  13. 13. Customer Needs Customers want to: • Be respected • Have your attention • Be recognized and appreciated • Feel understood • Resolve the problem © 2013 NetSpeed Learning Solutions. All rights reserved. 13
  14. 14. Chat How can you meet your customers’ needs? Respect Attention Recognition Understanding Resolution © 2013 NetSpeed Learning Solutions. All rights reserved. 14
  15. 15. Developing Staunch Advocates © 2013 NetSpeed Learning Solutions. All rights reserved. 15
  16. 16. Developing Staunch Advocates What is the most important criteria in the selection process? © 2013 NetSpeed Learning Solutions. All rights reserved. 16
  17. 17. Developing Staunch Advocates What must customer service providers learn to do? © 2013 NetSpeed Learning Solutions. All rights reserved. 17
  18. 18. Developing Staunch Advocates What should they be empowered to do? © 2013 NetSpeed Learning Solutions. All rights reserved. 18
  19. 19. Dissatisfied Customers Reflect: What do dissatisfied customers do? © 2013 NetSpeed Learning Solutions. All rights reserved. 19
  20. 20. Dissatisfied Customers They switch to your competitors! Quietly and passively. © 2013 NetSpeed Learning Solutions. All rights reserved. 20
  21. 21. Angry Customers Reflection: What do angry customers do? Hint: It’s active and loud. © 2013 NetSpeed Learning Solutions. All rights reserved. 21
  22. 22. Angry Customers Complain to you Tell others © 2013 NetSpeed Learning Solutions. All rights reserved. Seek revenge Switch to competitors 22
  23. 23. Best Opportunity? Complain to you Tell others © 2013 NetSpeed Learning Solutions. All rights reserved. Seek revenge Switch to competitors 23
  24. 24. What Must Happen? Complain to you Tell others Seek revenge Switch to competitors How can you turn those frustrated foes to staunch advocates? © 2013 NetSpeed Learning Solutions. All rights reserved. 24
  25. 25. Five Strategies 1. 2. 3. 4. 5. Listen and empathize. Acknowledge the problem. Respond quickly. Fix it (solve it). Get back to them. © 2013 NetSpeed Learning Solutions. All rights reserved. 25
  26. 26. Success Story 1. 2. 3. 4. 5. Listen and empathize. Acknowledge the problem. Respond quickly. Fix it (solve it). Get back to them. © 2013 NetSpeed Learning Solutions. All rights reserved. 26
  27. 27. Developing Staunch Advocates © 2013 NetSpeed Learning Solutions. All rights reserved. 27
  28. 28. Blazing Service • A dynamic, interactive training program • Instructor-led instruction blended with web-based reinforcement tools • Inspires the personal qualities and practical skills that make exceptional customer service providers © 2013 NetSpeed Learning Solutions. All rights reserved. 28
  29. 29. Blazing Service Program • 6 two-hour classroom modules (face-to-face or virtual) • Post-class reinforcement tools (online) • Combined with social media tools on NetSpeed Fast Tracks™ (online) © 2013 NetSpeed Learning Solutions. All rights reserved. 29
  30. 30. Delivery Options • Certify your trainers to deliver the program • Bring in our certified trainers to deliver workshops • Offer virtual or face-to-face workshops © 2013 NetSpeed Learning Solutions. All rights reserved. 30
  31. 31. Online Reinforcement Easy to use web-based tools: Blazing Service E-zine™ Blazing Service At Work™ Blazing Coach™ Blazing Service Administrator™ Built-in Level II and Level III assessment tools Third Party Evaluation © 2013 NetSpeed Learning Solutions. All rights reserved. 31
  32. 32. Modules • Blazing the Service Path • Thinking Like Your Customer • Winning Customer Hearts and Minds • Solving Customer Problems • Handling the Heat • Fixing the Systems © 2013 NetSpeed Learning Solutions. All rights reserved. 32
  33. 33. Blazing the Service Path To introduce you to Blazing Service. To help you identify and cultivate the personal qualities and the practical elements that make a great Blazing Service provider. © 2013 NetSpeed Learning Solutions. All rights reserved. © 2013 Clay & Associates Inc. 33 33
  34. 34. Thinking Like Your Customer To help you develop and maintain customer loyalty to your organization. © 2013 NetSpeed Learning Solutions. All rights reserved. © 2013 Clay & Associates Inc. 34 34
  35. 35. Winning Customer Hearts and Minds To develop your ability: • To empathize with customers • To see their wants and needs through their eyes © 2013 NetSpeed Learning Solutions. All rights reserved. 35 35
  36. 36. Solving Customer Problems To develop the skills to “own” customer problems and resolve customer issues. © 2013 NetSpeed Learning Solutions. All rights reserved. © 2013 Clay & Associates Inc. 36 36
  37. 37. Handling the Heat To help you defuse eruptions—angry customers—and transform the Smoldering Service Experience into the Blazing Service Experience. © 2013 NetSpeed Learning Solutions. All rights reserved. © 2013 Clay & Associates Inc. 37 37
  38. 38. Fixing the Systems To help you communicate concerns constructively and recommend system improvements effectively. © 2013 NetSpeed Learning Solutions. All rights reserved. © 2013 Clay & Associates Inc. 38 38
  39. 39. NetSpeed Learning Center © 2013 NetSpeed Learning Solutions. All rights reserved. 39
  40. 40. Electronic Magazine © 2013 NetSpeed Learning Solutions. All rights reserved. 40
  41. 41. Blazing Service At Work™ © 2013 NetSpeed Learning Solutions. All rights reserved. 41
  42. 42. Blazing Service At Work™ © 2013 NetSpeed Learning Solutions. All rights reserved. 42
  43. 43. Blazing Coach™ © 2013 NetSpeed Learning Solutions. All rights reserved. 43
  44. 44. Blazing Coach™ © 2013 NetSpeed Learning Solutions. All rights reserved. 44
  45. 45. Personal Coach © 2013 NetSpeed Learning Solutions. All rights reserved. 45
  46. 46. Individual Impact © 2013 NetSpeed Learning Solutions. All rights reserved. 46
  47. 47. Manager’s Observations © 2013 NetSpeed Learning Solutions. All rights reserved. 47
  48. 48. Actions What is one action you intend to take as a result of this webinar? © 2013 NetSpeed Learning Solutions. All rights reserved. 48
  49. 49. Complete the Survey • Download previews of two Blazing Service modules • Schedule a demonstration of the post-class tools • Take advantage of the Year End discount: 15% off programs purchased by 12/15/2013*. * Minimum purchase = $25,000 before discount. © 2013 NetSpeed Learning Solutions. All rights reserved. 49
  50. 50. Walt Disney Do what you do so well that they will want to see it again and bring their friends. © 2013 NetSpeed Learning Solutions. All rights reserved. 50
  51. 51. Thank You! 51

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