Customer service wiki


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Customer service wiki

  1. 1. GREAT Customer Service Solutions<br />To Service your Customers is to “KNOW” your customers<br />
  2. 2. Customer Service In TODAY’s Business Environment<br />What is Customer Service? <br /> - In today’s business environment, a great company is defined by the products and service that it gives to the average customer.<br /> -A company that provides the best support, to their customers, compared to it’s competition (Kirk).<br />- Excellent customer service is the ability of an organization to consistently exceed the customer's expectations (<br />
  3. 3. When?<br />When is a good time for a company to provide great customer service to it’s customers? <br />Before<br />During<br />And After EACH and EVERY sell or encounter!<br />Just because a “customer” doesn’t buy something doesn’t mean he/she is not a customer! <br />Treat everyone as a potential customers – whether it be now or later. <br />
  4. 4. Introducing the G R E A T way to have a SUPERIOR customer service team…<br />Greet all customers & make them feel comfortable<br />Respect cultural & other personal differences<br />Evaluate how your customers want to be served<br />Adjust your approach to match your customer's needs<br />Thankyour customers for their business (QMR).<br />
  5. 5. Positive Attributes<br />Friendly – smile, be warm and caring<br />Accurate – do it right the first time<br />Accountable – resolve problems fast or follow-up if needed<br />Simplicity – make it easy for the customer<br />Respect – be grateful for their business, lookout for their interest<br />(Siegel).<br />
  6. 6. Commonly Quoted Customer Service Statistics<br />Only 4% of customer bother to tell companies something is wrong. A business hears from only about 4% of its dissatisfied customers — 96% goes away … and 91% will never come back (WaiterBell). <br />One dissatisfied customer will tell 9-15 people.  Approximately 13% of dissatisfied customers will tell more than 20 people about their problem (WaiterBell).<br />It costs 6 to 10 times more to acquire a new customer than to keep an existing one (WaiterBell). <br />Long term customers are usually more profitable.  A 5% increase in customers retention can boost profit by 25% to 125% (WaiterBell). <br />The impact customer service has on a business is significant (WaiterBell). <br />
  7. 7. Get to know your Customers!<br />Put yourself in theirs shoes<br />Understand their perspective. <br />Their perception is reality. <br />Know their needs and expectations<br />Don't just meet them - exceed them<br />
  8. 8. Knowing your Customers<br />To know your customers you have to know the 6C’s of customer service:<br /> Competition<br /> Communication<br /> Competence<br /> Care<br /> Complaints<br /> Checks and Balances<br /> (BB).<br />
  9. 9. Competition<br />Know who else is out there competing for your customer's business. <br />Know their strengths and weaknesses. <br />Know how you measure up against them and where you out performthem.<br />
  10. 10. Communication<br />Effective communication<br />strong greetings and handshakes <br />good eye contact,<br />asking questions <br />listening actively.<br />Two-thirds of all dissatisfied customers are unhappy because of poor communication.<br />Never assume your customer understands.<br />A confused customer is a unsatisfied customer.<br />
  11. 11. Competence<br />Demonstrate that you're competent. <br />Show that you've got what it takes. Customers put their trust in people they believe can do the job.<br />Take ownership when a problem occurs, even if it's not your fault. <br />It's not important that you didn't cause the problem. What's important is how you'll solve it.<br />
  12. 12. Care<br />Customers don't care how much you know until you show how much you care. <br />Be friendly<br />Be courteous, <br />Go out of your way! <br />Explain what you are doing<br />Take pride in your work<br />
  13. 13. Complaints<br />Do not only accept complaints; welcome them. <br />It’s a great tool in finding out what areas need improvement. <br />Make it easy for customers to complain. <br />Online complain forms<br />Complaint cards in common areas<br />Publicized phone number for complaints<br />
  14. 14. Checks and Balances<br /><ul><li>Are you as good as you think you are?
  15. 15. Constantly check up on yourself.
  16. 16. Measure against the competition.
  17. 17. Survey your customers.
  18. 18. Research your industry trends.
  19. 19. Evaluate yourself continually.</li></li></ul><li>GREAT Customer Service<br />A man is traveling and wants to send a package to his home. He speaks to the hotel concierge... are two scenarios:<br />
  20. 20. Excellent Customer Service<br />Concierge #1: “The post office is around the corner. I estimate it will cost you $11.00.”<br />Concierge #2: “I’ll be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s pick a carrier…”<br />
  21. 21. Excellent Customer Service<br />Would you agree that Concierge #2displayed GREAT Customer Service?<br />Concierge #2: “I will be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s select a carrier…”<br />
  22. 22. References<br />Blanchard, P., & Thacker, J. (2007). Effective Training: Systems, strategies, and practices . Upper Saddle River: Pearson Prentice Hall<br />Business Balls (BB). Retrieved on 2010OCT8. Retrieved from:<br />Kirk, Katie. CMS: Customer Service in Today’s Business Environment. Retrieved on 2010OCT10. Retrieved from:<br />Quality Media Resources (QMR). Retrieved on 2010OCT15. Retrieved from:<br />Siegel, Donna . Sales skills, knowledge and tools for sales Professionals. Retrieved on 2010OCT15. Retrieved from:<br />Waiter Bell Blog: In the Restaurant Customer Service Business. Research: Commonly quoted customer service statistics. Retrieved on 2010OCT18. Retrieved from:<br />