© 2014 NetSpeed Learning Solutions. All rights reserved. 1
From Frustrated Foes
to Staunch Advocates
How to Make Your Cust...
© 2014 NetSpeed Learning Solutions. All rights reserved. 2
Webinar Objectives
• Five techniques to build customer loyalty ...
© 2014 NetSpeed Learning Solutions. All rights reserved. 3
About Cynthia Clay
• 25+ years of experience
• Co-author of Pee...
© 2014 NetSpeed Learning Solutions. All rights reserved. 4
Tweet
#customerservice
© 2014 NetSpeed Learning Solutions. All rights reserved. 5
Opening Poll
What statement best describes customer
service in ...
© 2014 NetSpeed Learning Solutions. All rights reserved. 6
Who is This Man?
© 2014 NetSpeed Learning Solutions. All rights reserved. 7
David Carroll
“It was reported that my videos impacted United
A...
© 2014 NetSpeed Learning Solutions. All rights reserved. 8
Customer Loyalty
What are the chances that Carroll is
still fly...
© 2014 NetSpeed Learning Solutions. All rights reserved. 9
Trader Joe’s
© 2014 NetSpeed Learning Solutions. All rights reserved. 10
Chat
Why would a customer sing your
company’s praises?
© 2014 NetSpeed Learning Solutions. All rights reserved. 11
Customer Experience
In a 2012 report by Forrester
Research:
• ...
© 2014 NetSpeed Learning Solutions. All rights reserved. 12
Chat: Customer Needs
What do customers want?
© 2014 NetSpeed Learning Solutions. All rights reserved. 13
Customer Needs
Customers want to:
• Be respected
• Have your a...
© 2014 NetSpeed Learning Solutions. All rights reserved. 14
Chat
How can you meet your customers’ needs?
Respect
Attention...
© 2014 NetSpeed Learning Solutions. All rights reserved. 15
Developing Staunch Advocates
© 2014 NetSpeed Learning Solutions. All rights reserved. 16
Developing Staunch Advocates
What is the most important
criter...
© 2014 NetSpeed Learning Solutions. All rights reserved. 17
Developing Staunch Advocates
What must customer service
provid...
© 2014 NetSpeed Learning Solutions. All rights reserved. 18
Developing Staunch Advocates
What should they be empowered
to ...
© 2014 NetSpeed Learning Solutions. All rights reserved. 19
Dissatisfied Customers
Reflect: What do dissatisfied
customers...
© 2014 NetSpeed Learning Solutions. All rights reserved. 20
Dissatisfied Customers
They switch to your
competitors!
Quietl...
© 2014 NetSpeed Learning Solutions. All rights reserved. 21
Angry Customers
Reflection: What do angry
customers do?
Hint: ...
© 2014 NetSpeed Learning Solutions. All rights reserved. 22
Angry Customers
Complain
to you
Tell
others
Seek
revenge
Switc...
© 2014 NetSpeed Learning Solutions. All rights reserved. 23
Best Opportunity?
Complain
to you
Tell
others
Seek
revenge
Swi...
© 2014 NetSpeed Learning Solutions. All rights reserved. 24
What Must Happen?
Complain
to you
Tell
others
Seek
revenge
Swi...
© 2014 NetSpeed Learning Solutions. All rights reserved. 25
Five Strategies
1. Listen and empathize.
2. Acknowledge the pr...
© 2014 NetSpeed Learning Solutions. All rights reserved. 26
Success Story
1. Listen and empathize.
2. Acknowledge the prob...
© 2014 NetSpeed Learning Solutions. All rights reserved. 27
Developing Staunch Advocates
© 2014 NetSpeed Learning Solutions. All rights reserved. 28
Blazing Service
• A dynamic, interactive training program
• In...
© 2014 NetSpeed Learning Solutions. All rights reserved. 29
Blazing Service Program
• 6 two-hour classroom modules (face-t...
© 2014 NetSpeed Learning Solutions. All rights reserved. 30
Delivery Options
• Certify your trainers to deliver the progra...
© 2014 NetSpeed Learning Solutions. All rights reserved. 31
Online Reinforcement
Easy to use web-based tools:
Blazing Serv...
© 2014 NetSpeed Learning Solutions. All rights reserved. 32
Modules
• Blazing the Service Path
• Thinking Like Your Custom...
© 2014 NetSpeed Learning Solutions. All rights reserved. 33
Blazing the Service Path
33
To introduce you to Blazing Servic...
© 2014 NetSpeed Learning Solutions. All rights reserved. 34
Thinking Like Your Customer
To help you develop and maintain
c...
© 2014 NetSpeed Learning Solutions. All rights reserved. 35
Winning Customer Hearts and Minds
• To empathize with customer...
© 2014 NetSpeed Learning Solutions. All rights reserved. 36
Solving Customer Problems
To develop the skills to “own” custo...
© 2014 NetSpeed Learning Solutions. All rights reserved. 37
Handling the Heat
To help you defuse eruptions—angry
customers...
© 2014 NetSpeed Learning Solutions. All rights reserved. 38
Fixing the Systems
To help you communicate concerns
constructi...
© 2014 NetSpeed Learning Solutions. All rights reserved. 39
NetSpeed Learning Center
© 2014 NetSpeed Learning Solutions. All rights reserved. 40
Electronic Magazine
© 2014 NetSpeed Learning Solutions. All rights reserved. 41
Blazing Service At Work™
© 2014 NetSpeed Learning Solutions. All rights reserved. 42
Blazing Service At Work™
© 2014 NetSpeed Learning Solutions. All rights reserved. 43
Blazing Coach™
© 2014 NetSpeed Learning Solutions. All rights reserved. 44
Blazing Coach™
© 2014 NetSpeed Learning Solutions. All rights reserved. 45
Personal Coach
46© 2014 NetSpeed Learning Solutions. All rights reserved.
Individual Impact
47© 2014 NetSpeed Learning Solutions. All rights reserved.
Manager’s Observations
© 2014 NetSpeed Learning Solutions. All rights reserved. 48
Actions
What is one action you intend to take
as a result of t...
© 2014 NetSpeed Learning Solutions. All rights reserved. 49
Complete the Survey
• Download previews of two Blazing Service...
© 2014 NetSpeed Learning Solutions. All rights reserved. 50
Walt Disney
Do what you do so well that they will want to
see ...
51
Thank You!
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From Frustrated Foes to Staunch Advocates: How to Make Your Customers Love You

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A one-hour webinar introducing the critical importance of selecting, training and empowering customer service providers well; helping CSRs develop the skills to handle angry customers; bringing Blazing Service customer service training to your organization.

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From Frustrated Foes to Staunch Advocates: How to Make Your Customers Love You

  1. 1. © 2014 NetSpeed Learning Solutions. All rights reserved. 1 From Frustrated Foes to Staunch Advocates How to Make Your Customers Love You July 15, 2014
  2. 2. © 2014 NetSpeed Learning Solutions. All rights reserved. 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
  3. 3. © 2014 NetSpeed Learning Solutions. All rights reserved. 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
  4. 4. © 2014 NetSpeed Learning Solutions. All rights reserved. 4 Tweet #customerservice
  5. 5. © 2014 NetSpeed Learning Solutions. All rights reserved. 5 Opening Poll What statement best describes customer service in your organization?
  6. 6. © 2014 NetSpeed Learning Solutions. All rights reserved. 6 Who is This Man?
  7. 7. © 2014 NetSpeed Learning Solutions. All rights reserved. 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.”
  8. 8. © 2014 NetSpeed Learning Solutions. All rights reserved. 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)
  9. 9. © 2014 NetSpeed Learning Solutions. All rights reserved. 9 Trader Joe’s
  10. 10. © 2014 NetSpeed Learning Solutions. All rights reserved. 10 Chat Why would a customer sing your company’s praises?
  11. 11. © 2014 NetSpeed Learning Solutions. All rights reserved. 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.
  12. 12. © 2014 NetSpeed Learning Solutions. All rights reserved. 12 Chat: Customer Needs What do customers want?
  13. 13. © 2014 NetSpeed Learning Solutions. All rights reserved. 13 Customer Needs Customers want to: • Be respected • Have your attention • Be recognized and appreciated • Feel understood • Resolve the problem
  14. 14. © 2014 NetSpeed Learning Solutions. All rights reserved. 14 Chat How can you meet your customers’ needs? Respect Attention Recognition Understanding Resolution
  15. 15. © 2014 NetSpeed Learning Solutions. All rights reserved. 15 Developing Staunch Advocates
  16. 16. © 2014 NetSpeed Learning Solutions. All rights reserved. 16 Developing Staunch Advocates What is the most important criteria in the selection process?
  17. 17. © 2014 NetSpeed Learning Solutions. All rights reserved. 17 Developing Staunch Advocates What must customer service providers learn to do?
  18. 18. © 2014 NetSpeed Learning Solutions. All rights reserved. 18 Developing Staunch Advocates What should they be empowered to do?
  19. 19. © 2014 NetSpeed Learning Solutions. All rights reserved. 19 Dissatisfied Customers Reflect: What do dissatisfied customers do?
  20. 20. © 2014 NetSpeed Learning Solutions. All rights reserved. 20 Dissatisfied Customers They switch to your competitors! Quietly and passively.
  21. 21. © 2014 NetSpeed Learning Solutions. All rights reserved. 21 Angry Customers Reflection: What do angry customers do? Hint: It’s active and loud.
  22. 22. © 2014 NetSpeed Learning Solutions. All rights reserved. 22 Angry Customers Complain to you Tell others Seek revenge Switch to competitors
  23. 23. © 2014 NetSpeed Learning Solutions. All rights reserved. 23 Best Opportunity? Complain to you Tell others Seek revenge Switch to competitors
  24. 24. © 2014 NetSpeed Learning Solutions. All rights reserved. 24 What Must Happen? Complain to you Tell others Seek revenge Switch to competitors How can you turn those frustrated foes to staunch advocates?
  25. 25. © 2014 NetSpeed Learning Solutions. All rights reserved. 25 Five Strategies 1. Listen and empathize. 2. Acknowledge the problem. 3. Respond quickly. 4. Fix it (solve it). 5. Get back to them.
  26. 26. © 2014 NetSpeed Learning Solutions. All rights reserved. 26 Success Story 1. Listen and empathize. 2. Acknowledge the problem. 3. Respond quickly. 4. Fix it (solve it). 5. Get back to them.
  27. 27. © 2014 NetSpeed Learning Solutions. All rights reserved. 27 Developing Staunch Advocates
  28. 28. © 2014 NetSpeed Learning Solutions. All rights reserved. 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
  29. 29. © 2014 NetSpeed Learning Solutions. All rights reserved. 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)
  30. 30. © 2014 NetSpeed Learning Solutions. All rights reserved. 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
  31. 31. © 2014 NetSpeed Learning Solutions. All rights reserved. 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
  32. 32. © 2014 NetSpeed Learning Solutions. All rights reserved. 32 Modules • Blazing the Service Path • Thinking Like Your Customer • Winning Customer Hearts and Minds • Solving Customer Problems • Handling the Heat • Fixing the Systems
  33. 33. © 2014 NetSpeed Learning Solutions. All rights reserved. 33 Blazing the Service Path 33 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 Clay & Associates Inc.
  34. 34. © 2014 NetSpeed Learning Solutions. All rights reserved. 34 Thinking Like Your Customer To help you develop and maintain customer loyalty to your organization. © 2013 Clay & Associates Inc. 34
  35. 35. © 2014 NetSpeed Learning Solutions. All rights reserved. 35 Winning Customer Hearts and Minds • To empathize with customers • To see their wants and needs through their eyes To develop your ability: 35
  36. 36. © 2014 NetSpeed Learning Solutions. All rights reserved. 36 Solving Customer Problems To develop the skills to “own” customer problems and resolve customer issues. 36 © 2013 Clay & Associates Inc.
  37. 37. © 2014 NetSpeed Learning Solutions. All rights reserved. 37 Handling the Heat To help you defuse eruptions—angry customers—and transform the Smoldering Service Experience into the Blazing Service Experience. 37 © 2013 Clay & Associates Inc.
  38. 38. © 2014 NetSpeed Learning Solutions. All rights reserved. 38 Fixing the Systems To help you communicate concerns constructively and recommend system improvements effectively. 38 © 2013 Clay & Associates Inc.
  39. 39. © 2014 NetSpeed Learning Solutions. All rights reserved. 39 NetSpeed Learning Center
  40. 40. © 2014 NetSpeed Learning Solutions. All rights reserved. 40 Electronic Magazine
  41. 41. © 2014 NetSpeed Learning Solutions. All rights reserved. 41 Blazing Service At Work™
  42. 42. © 2014 NetSpeed Learning Solutions. All rights reserved. 42 Blazing Service At Work™
  43. 43. © 2014 NetSpeed Learning Solutions. All rights reserved. 43 Blazing Coach™
  44. 44. © 2014 NetSpeed Learning Solutions. All rights reserved. 44 Blazing Coach™
  45. 45. © 2014 NetSpeed Learning Solutions. All rights reserved. 45 Personal Coach
  46. 46. 46© 2014 NetSpeed Learning Solutions. All rights reserved. Individual Impact
  47. 47. 47© 2014 NetSpeed Learning Solutions. All rights reserved. Manager’s Observations
  48. 48. © 2014 NetSpeed Learning Solutions. All rights reserved. 48 Actions What is one action you intend to take as a result of this webinar?
  49. 49. © 2014 NetSpeed Learning Solutions. All rights reserved. 49 Complete the Survey • Download previews of two Blazing Service modules • Schedule a demonstration of the post-class tools • Take advantage of the Summer Promotion: 15% off programs purchased by 9/15/2014*. * Minimum purchase = $25,000 before discount.
  50. 50. © 2014 NetSpeed Learning Solutions. All rights reserved. 50 Walt Disney Do what you do so well that they will want to see it again and bring their friends.
  51. 51. 51 Thank You!
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