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When Customers Engage..Is Your Team Ready
 

When Customers Engage..Is Your Team Ready

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    When Customers Engage..Is Your Team Ready When Customers Engage..Is Your Team Ready Presentation Transcript

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