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IMPROVED PERFORMANCE SOLUTIONS When Your Customers Engage  Is Your Team Ready? Cop yright 2010 Improved Performance Soluti...
Goals for Session <ul><li>Understand the things that affect customer retention </li></ul><ul><li>How to assess areas that ...
What Business are You in? Copyright 2010 Improved Performance Solutions
What Business are You in? <ul><li>The Customer Business </li></ul>Copyright 2010 Improved Performance Solutions
Glenn’s Rule #1 <ul><li>Excellent Customer Service is the Same in Every Industry </li></ul>Copyright 2010 Improved Perform...
What is Excellent Customer Service? Copyright 2010 Improved Performance Solutions
Excellent Customer Service <ul><li>Excellent customer service is the ability of your organization to  consistently  exceed...
After having a poor customer experience  *…. <ul><li>86%  of people told family, friends and co-workers </li></ul><ul><li>...
How to Begin? <ul><li>What is the level of customer service that  you want to deliver? </li></ul><ul><li>Where does it nee...
Where to look? <ul><li>EVERYWHERE YOUR BUSINESS INTERACTS  </li></ul><ul><li>WITH YOUR CUSTOMERS! </li></ul>Copyright 2010...
Copyright 2010 Improved Performance Solutions  Service BDC/Internet F & I Operations Management Reception Sales Dealership
Copyright 2010 Improved Performance Solutions  Dealership  Email Face to Face Phone Advertising & Web Product Customer
Assess what is currently happening <ul><li>Stop for 30 seconds and look around to see what the customer sees. Are you happ...
What to implement <ul><li>Take on one area at a time </li></ul><ul><li>Analyze what is currently happening </li></ul><ul><...
Glenn’s Rule #2 <ul><li>If it bothers you…Don’t Do It </li></ul>Copyright 2010 Improved Performance Solutions
How to create change <ul><li>Focus on actions </li></ul><ul><li>Define what you have to DO to change </li></ul><ul><li>Sta...
How to Train your staff <ul><li>Person training is a good teacher </li></ul><ul><li>All training is documented </li></ul><...
5 Step Coaching Process <ul><li>Open the Door </li></ul><ul><li>Explore what they know </li></ul><ul><li>Agreement </li></...
Tips for Effective Coaching <ul><li>Make sure you are setting the right example yourself. Your team will take their cues f...
Steps for Excellent Customer Service Copyright 2010 Improved Performance Solutions
Listen to your customers to understand their needs  <ul><li>Nothing frustrates a customer more than having to repeat thems...
Get the information the First time  <ul><li>DO NOT focus on the next question </li></ul><ul><li>DO NOT focus on the next c...
Tell them what you CAN do, not what you CAN’T do Copyright 2010 Improved Performance Solutions
Deliver what you say <ul><li>Manage Expectations </li></ul><ul><li>Communicate with other departments to make sure your ti...
Your #1 Job: Be of Service <ul><li>Make sure that when you hang up or the customer leaves, you have done EVERYTHING you co...
Go the Extra Mile <ul><li>They may not always say so, but people notice when you make the extra effort and  will tell othe...
Things you may not realize your doing <ul><li>Body Language </li></ul><ul><li>Watch your comments after dealing with a cus...
Copyright 2010 Improved Performance Solutions  Dealership Email Face to Face Phone Advertising & Web Product Customer
Steps for Excellent Customer Service <ul><li>Listen to your Customers </li></ul><ul><li>Get the info the first time  </li>...
Glenn’s Rule #3 <ul><li>Follow up! Follow up! Follow up! </li></ul>Copyright 2010 Improved Performance Solutions
Q & A Copyright 2010 Improved Performance Solutions
Thank You for Your Time <ul><li>Improved Performance Solutions </li></ul><ul><li>16 Mt Bethel Rd. </li></ul><ul><li>#181 <...
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When Customers Engage..Is Your Team Ready

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Transcript of "When Customers Engage..Is Your Team Ready"

  1. 1. IMPROVED PERFORMANCE SOLUTIONS When Your Customers Engage Is Your Team Ready? Cop yright 2010 Improved Performance Solutions
  2. 2. Goals for Session <ul><li>Understand the things that affect customer retention </li></ul><ul><li>How to assess areas that need change </li></ul><ul><li>What to DO to improve customer retention </li></ul><ul><li>How to implement change </li></ul><ul><li>How do we get change to stick </li></ul>Copyright 2010 Improved Performance Solutions
  3. 3. What Business are You in? Copyright 2010 Improved Performance Solutions
  4. 4. What Business are You in? <ul><li>The Customer Business </li></ul>Copyright 2010 Improved Performance Solutions
  5. 5. Glenn’s Rule #1 <ul><li>Excellent Customer Service is the Same in Every Industry </li></ul>Copyright 2010 Improved Performance Solutions
  6. 6. What is Excellent Customer Service? Copyright 2010 Improved Performance Solutions
  7. 7. Excellent Customer Service <ul><li>Excellent customer service is the ability of your organization to consistently exceed customer expectations. </li></ul><ul><li>Excellent customer service needs to be the philosophy of the whole company . </li></ul>Copyright 2010 Improved Performance Solutions
  8. 8. After having a poor customer experience *…. <ul><li>86% of people told family, friends and co-workers </li></ul><ul><li>20% posted negative comments online </li></ul><ul><li>15% of people stopped doing business with the company </li></ul><ul><li>64% of people switched to competitors </li></ul><ul><li>How do you impact these numbers? </li></ul>Copyright 2010 Improved Performance Solutions *2009 Accenture Customer Service Report
  9. 9. How to Begin? <ul><li>What is the level of customer service that you want to deliver? </li></ul><ul><li>Where does it need to be executed? </li></ul><ul><li>How should it be executed? </li></ul><ul><li>How do you make sure you are doing it consistently? </li></ul>Copyright 2010 Improved Performance Solutions
  10. 10. Where to look? <ul><li>EVERYWHERE YOUR BUSINESS INTERACTS </li></ul><ul><li>WITH YOUR CUSTOMERS! </li></ul>Copyright 2010 Improved Performance Solutions
  11. 11. Copyright 2010 Improved Performance Solutions Service BDC/Internet F & I Operations Management Reception Sales Dealership
  12. 12. Copyright 2010 Improved Performance Solutions Dealership Email Face to Face Phone Advertising & Web Product Customer
  13. 13. Assess what is currently happening <ul><li>Stop for 30 seconds and look around to see what the customer sees. Are you happy? </li></ul><ul><li>The 5 Why’s or What’s </li></ul><ul><li>Be honest with yourself </li></ul>Copyright 2010 Improved Performance Solutions
  14. 14. What to implement <ul><li>Take on one area at a time </li></ul><ul><li>Analyze what is currently happening </li></ul><ul><li>Keep what’s working </li></ul>Copyright 2010 Improved Performance Solutions
  15. 15. Glenn’s Rule #2 <ul><li>If it bothers you…Don’t Do It </li></ul>Copyright 2010 Improved Performance Solutions
  16. 16. How to create change <ul><li>Focus on actions </li></ul><ul><li>Define what you have to DO to change </li></ul><ul><li>Standardize as much as possible </li></ul>Copyright 2010 Improved Performance Solutions
  17. 17. How to Train your staff <ul><li>Person training is a good teacher </li></ul><ul><li>All training is documented </li></ul><ul><li>Consistent schedule for training </li></ul>Copyright 2010 Improved Performance Solutions
  18. 18. 5 Step Coaching Process <ul><li>Open the Door </li></ul><ul><li>Explore what they know </li></ul><ul><li>Agreement </li></ul><ul><li>Demonstrate / Role-play </li></ul><ul><li>Final review </li></ul>Copyright 2010 Improved Performance Solutions
  19. 19. Tips for Effective Coaching <ul><li>Make sure you are setting the right example yourself. Your team will take their cues from you. </li></ul><ul><li>Effective Communication: Specific/Do-able </li></ul><ul><li>Consistency </li></ul><ul><li>Accountability </li></ul><ul><li>Catch them doing it right! </li></ul>Copyright 2010 Improved Performance Solutions
  20. 20. Steps for Excellent Customer Service Copyright 2010 Improved Performance Solutions
  21. 21. Listen to your customers to understand their needs <ul><li>Nothing frustrates a customer more than having to repeat themselves because you are not listening. </li></ul><ul><li>Ask questions so you are clear on what the customer is expecting. </li></ul>Copyright 2010 Improved Performance Solutions
  22. 22. Get the information the First time <ul><li>DO NOT focus on the next question </li></ul><ul><li>DO NOT focus on the next customer </li></ul><ul><li>FOCUS on getting correct information </li></ul>Copyright 2010 Improved Performance Solutions
  23. 23. Tell them what you CAN do, not what you CAN’T do Copyright 2010 Improved Performance Solutions
  24. 24. Deliver what you say <ul><li>Manage Expectations </li></ul><ul><li>Communicate with other departments to make sure your timetable works with others </li></ul>Copyright 2010 Improved Performance Solutions
  25. 25. Your #1 Job: Be of Service <ul><li>Make sure that when you hang up or the customer leaves, you have done EVERYTHING you could have. </li></ul>Copyright 2010 Improved Performance Solutions
  26. 26. Go the Extra Mile <ul><li>They may not always say so, but people notice when you make the extra effort and will tell other people . </li></ul><ul><li>Give your staff the power to make those small customer-pleasing decisions themselves like giving an extra discount without having to check every time. </li></ul>Copyright 2010 Improved Performance Solutions
  27. 27. Things you may not realize your doing <ul><li>Body Language </li></ul><ul><li>Watch your comments after dealing with a customer. You never know who is listening or watching! </li></ul><ul><li>Too focused on one task you miss what is in front of you </li></ul><ul><li>Physical space customers see </li></ul>Copyright 2010 Improved Performance Solutions
  28. 28. Copyright 2010 Improved Performance Solutions Dealership Email Face to Face Phone Advertising & Web Product Customer
  29. 29. Steps for Excellent Customer Service <ul><li>Listen to your Customers </li></ul><ul><li>Get the info the first time </li></ul><ul><li>Tell them what you CAN do, not what you CAN’T </li></ul><ul><li>Remember: Your #1 job is to be of service </li></ul><ul><li>Deliver what you say </li></ul><ul><li>Go the extra mile </li></ul>Copyright 2010 Improved Performance Solutions
  30. 30. Glenn’s Rule #3 <ul><li>Follow up! Follow up! Follow up! </li></ul>Copyright 2010 Improved Performance Solutions
  31. 31. Q & A Copyright 2010 Improved Performance Solutions
  32. 32. Thank You for Your Time <ul><li>Improved Performance Solutions </li></ul><ul><li>16 Mt Bethel Rd. </li></ul><ul><li>#181 </li></ul><ul><li>Warren, NJ. 07059 </li></ul><ul><li>732-261-5472 </li></ul><ul><li>Twitter.com/sidebysidecoach </li></ul><ul><li>Facebook.com/improvedperformancesolutions </li></ul><ul><li>www.ipsforyou.com </li></ul><ul><li>[email_address] </li></ul>Copyright 2010 Improved Performance Solutions
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