Floral Design Marketing Customer Service Plant: Poinsettia Term:  Customer Service
Poinsettia <ul><li>Availability: November-January </li></ul><ul><li>Color: red, pink, white, yellow, and  </li></ul><ul><l...
Customer Service <ul><li>The perception by the customer that a company values his/her business and meets or exceeds their ...
Three Markets 10/30/60 <ul><li>1.  “Universe” – everyone who could potentially buy from you. </li></ul><ul><ul><li>Most pe...
Customer Service Skills <ul><li>Be polite and friendly.  </li></ul><ul><li>Make eye contact with customers </li></ul><ul><...
Challenges <ul><li>Rude Customers </li></ul><ul><ul><li>Don’t return rudeness </li></ul></ul><ul><ul><li>Apologize for the...
Video <ul><li>Poor customer service  example </li></ul>
Today <ul><li>Big Bows </li></ul><ul><li>Finish Display case </li></ul><ul><li>Finish Birdhouses </li></ul>
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12 4 Customer Service

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12 4 Customer Service

  1. 1. Floral Design Marketing Customer Service Plant: Poinsettia Term: Customer Service
  2. 2. Poinsettia <ul><li>Availability: November-January </li></ul><ul><li>Color: red, pink, white, yellow, and </li></ul><ul><li>several mottled / speckled varieties </li></ul><ul><li>Stem and leaves release milky sap when cut; condition stem in hot water upon removal from plant. </li></ul><ul><li>Many cultivars are available; plant is sensitive to cool temperatures. </li></ul><ul><li>Large form flower: This plant is used mostly during the Christmas season. The multiple colors now make it more trans-seasonal. </li></ul><ul><li>Longevity: varies as a cut flower, very long as a potted plant </li></ul><ul><li>Sold by the plant $5 for plant in 6” pot </li></ul>
  3. 3. Customer Service <ul><li>The perception by the customer that a company values his/her business and meets or exceeds their purchasing needs </li></ul><ul><li>The most critical factor in shopper loyalty </li></ul>
  4. 4. Three Markets 10/30/60 <ul><li>1. “Universe” – everyone who could potentially buy from you. </li></ul><ul><ul><li>Most people, but fewest profits </li></ul></ul><ul><ul><li>10% of your marketing $ and time </li></ul></ul><ul><li>2. “Prospects” – everyone who fits your profile or is likely to buy from you. </li></ul><ul><ul><li>30% of your budget and time </li></ul></ul><ul><li>3. “Current customers” – Invest 60% of your time and budget here. </li></ul>
  5. 5. Customer Service Skills <ul><li>Be polite and friendly. </li></ul><ul><li>Make eye contact with customers </li></ul><ul><li>Be ready to help or answer questions </li></ul><ul><li>Be knowledgeable about the products & the business </li></ul><ul><li>Speak clearly </li></ul><ul><li>Don’t be too busy </li></ul><ul><li>Be willing to go the extra mile </li></ul>
  6. 6. Challenges <ul><li>Rude Customers </li></ul><ul><ul><li>Don’t return rudeness </li></ul></ul><ul><ul><li>Apologize for their discomfort and let them go </li></ul></ul><ul><li>Too many customers at once </li></ul><ul><ul><li>Keep focus on the first </li></ul></ul><ul><ul><li>Try to work the timing </li></ul></ul><ul><li>A complainer </li></ul><ul><ul><li>Listen politely and attempt to mollify </li></ul></ul>
  7. 7. Video <ul><li>Poor customer service example </li></ul>
  8. 8. Today <ul><li>Big Bows </li></ul><ul><li>Finish Display case </li></ul><ul><li>Finish Birdhouses </li></ul>

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