NonVerbals Raving Fans

Welcome to a session on…

by NONVERBALS  CONSULTING

Session Objective NonVerbals   To bring about consistency in meeting and exceeding customer needs and thereby providing ‘Raving Fans Service’

A Definition NonVerbals   Raving Fans Customer Satisfaction V S

NonVerbals   Customer Satisfaction: Meeting with Customer’s requirements

NonVerbals   Raving Fans: Owning of Customers

3 Secrets towards creating Raving Fans NonVerbals  

DECIDE DISCOVER DELIVER D D D NonVerbals  

1 st Secret Decide what you want NonVerbals  

Follow thru: Create a Vision of Perfection (centered around the customer) NonVerbals  

Ask Yourself: what is actually happening? See where the bumps & the warts are NonVerbals  

An Assignment: THE CYCLE OF SERVICE CHART NonVerbals   A circular “clock-face” chart showing the sequence of interactions encountered by the customer in any complete service delivery experience

M.O.T - A Definition A “Moment of Truth” occurs anytime & every time the customer comes in contact with some aspect of the organization and uses that opportunity to judge the quality of service the organization is providing” NonVerbals  

2 nd Secret Discover what the customer wants NonVerbals  

Define your customer NonVerbals   Who are the customers ? Anybody who touch your product or service. What do customers really want? They may say one thing and mean another thing. Your vision should include every single customer’s vision.

NonVerbals  
Enhanced Service
(Illustrated - not expected)
Support Services
(Stated)
Core Product
(Basic Need)
Three Rings

NonVerbals   3 rd Secret Deliver + 1

NonVerbals   3 rd Secret The Magical Secret Deliver the vision plus 1 (%)

NonVerbals  
3 rd Secret
Consistency is CRITICAL and it creates CREDIBILITY
Limit the areas of making a difference
allows you to be CONSISTENT
you will be much FURTHER AHEAD

NonVerbals  
3 rd Secret
Do not drive promises down, drive deliveries up - creates RAVING FANS
Ensure consistency by SYSTEMS
Systems give you a floor and not a CEILING

NonVerbals   3 rd Secret Customer Service is People & People

NonVerbals  
Few Tips
Create uniqueness for its customers and exceed their expectations
Understand how they impact the delivery of service internally and/or externally
Take part in planning the service delivery process
Participate in the
measurement of
service quality

NonVerbals  
Last Few Tips
Proactively identify disgruntled customers, recover and continually improve the service process
Listen intently to your external customers and internal customers
Quantify the information, & respond
to customer expectations
Have the flexibility to handle
customer issues as they occur

NonVerbals   Success is directly proportional to IMPLEMENTATION

NONVERBALS CONSULTING Cell: +91.99000.09796 DictaScript Inc. #12/7, 3rd Floor, ShamRao Compound, Mission Road Bangalore 560027. INDIA. Tel: +91.80.4113.1507 | Fax: +91.80.2663.6732 hi@nonverbals.com | nonverbals@gmail.com | www.nonverbals.com

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NonVerbals Raving Fans

by NonVerbals Consulting on Mar 10, 2010

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NonVerbals Raving Fans — Presentation Transcript