Wpg 8 Pts Of Light Cust Svc


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This presentation shares 8 characteristics of companies providing superior customer service.

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  • Wpg 8 Pts Of Light Cust Svc

    1. 1. Customer Service Excellence ‘ 8 Points of Light’ Or How to ACQUIRE AND KEEP your Customers Plan - Process - Execute – Results Standards John Wheeler, Managing Partner (508) 430-2319
    2. 2. Customer is KING/QUEEN!! Market Strategy Campaign Management Lead Management Prospect To Close Order To Cash Most Valuable Customer Fulfillment Retail Telephone Mail Order Direct Sales Web Customer
    3. 3. Excellent Customer Service <ul><li>59% of respondents would stop doing business with a company that delivers bad service (1) </li></ul><ul><li>79% of survey respondents say they would become repeat customers due to a positive experience (1) </li></ul><ul><li>82% would recommend a business to family and friends after receiving good service (1) </li></ul><ul><li>An unhappy customer will tell his or her story to at least nine other people and 13% of those unhappy former customers relate their stories to more than 20 people. (2) </li></ul><ul><li>For every complaint received there are, on average, 26 customers with problems. (2) </li></ul><ul><li>It costs 6 times as much to acquire a customer than to retain one. </li></ul><ul><li>Source: Greenfield Online and Aspect Communications Survey, 2002 </li></ul><ul><li>Research Institute of America </li></ul>
    4. 4. Customer Service Excellence Objective <ul><ul><li>A high quality product/service </li></ul></ul><ul><ul><li>Good value for the price </li></ul></ul><ul><ul><li>Excellent service </li></ul></ul><ul><ul><li>Have it when they want it </li></ul></ul><ul><ul><li>Want to do business with us again </li></ul></ul><ul><ul><li>Want to tell their friends, acquaintances and others about their positive experience!! </li></ul></ul>To provide a customer with a buying experience that makes them: Four things customers want from the companies he/she does business with: Peppers and Rogers, 1/20/03
    5. 5. Great things are not done by impulse but by a series of small things brought together. - Vincent van Gogh
    6. 6. #8. Be Customer-Centric <ul><li>Customers are their lifeblood. Treat them as such. </li></ul><ul><li>Approach everything they do with the client in mind: </li></ul><ul><ul><li>Responding to the customer while not looking at them </li></ul></ul><ul><li>Beware the front office </li></ul><ul><ul><li>Who answers calls and how those calls are answered </li></ul></ul><ul><ul><li>Who is the most important person in your office? </li></ul></ul><ul><li>Treat their clients as they would wish to be treated </li></ul><ul><li>Companies that focus on clients can increase the value of their customer base by identifying those who are most profitable and building trusted advisor relationships with them to maximize profits. </li></ul>
    7. 7. #7. Keep the Communication Lines Open and Be Proactive <ul><li>Keep the customer in the loop </li></ul><ul><li>Next Steps (Tasks, Dates) </li></ul><ul><li>Reconfirm meeting dates/times </li></ul><ul><li>Provide good news and bad news </li></ul><ul><li>Share bad news as soon as possible, with implications AND options </li></ul>
    8. 8. #6. Be Responsive <ul><li>Respond in timely fashion to inquiries about their service </li></ul><ul><li>If can’t provide the service inform prospect and suggest an alternative </li></ul><ul><li>If can satisfy prospect’s needs in the future inform prospect of same </li></ul>
    9. 9. #5. Keep their Promises <ul><li>Do whatever it takes to meet their commitments </li></ul><ul><ul><li>Going to be somewhere, be there or call to inform client otherwise </li></ul></ul><ul><ul><li>Going to complete a project by a date, do everything to meet that date </li></ul></ul><ul><li>Rewarding customer for inconvenience </li></ul>
    10. 10. #4. Be Flexible and Adaptable <ul><li>Respond to individual customer schedules and needs, within limits </li></ul><ul><li>Be prepared to change, when needs change </li></ul><ul><li>If can’t accommodate customer explain why, in non-offensive manner </li></ul>
    11. 11. #3. Empower Their People <ul><li>Person who gets the question owns the issue </li></ul><ul><li>Has authority and responsibility to solve the problem </li></ul><ul><li>Insure employees know their limits of authority </li></ul>
    12. 12. #2. Follow-up with Customer Satisfaction <ul><li>Sale is not over when product/service is delivered </li></ul><ul><li>Undertake effort to learn: </li></ul><ul><ul><li>What went well </li></ul></ul><ul><ul><li>Areas needing improvement </li></ul></ul><ul><ul><li>If customer will act as reference </li></ul></ul>
    13. 13. #1. Show They Care! <ul><li>68% of customers quit doing business with a company because of their indifference. </li></ul><ul><li>Greeting </li></ul><ul><ul><li>SMILE!!! </li></ul></ul><ul><ul><li>Have them feel as though they are stepping into your living room </li></ul></ul><ul><li>‘ Eyes to eyes’ </li></ul><ul><li>Make the Customer feel ‘SPECIAL’ </li></ul><ul><li>Say “Thank You” </li></ul><ul><ul><li>Personal Notes </li></ul></ul>Thank you!!
    14. 14. <ul><li>“ There is only one boss. The Customer. And he can fire everybody in the company from the chairman/owner on down, simply by spending his money somewhere else.” </li></ul><ul><li>Sam Walton </li></ul>