The Ultimate Customer Experience
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The Ultimate Customer Experience

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  • Full Name Full Name Comment goes here.
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  • This kind of attention to the customer experience is rare in the environmental industry. Great job! Keep it up!
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  • Please note: the term 'Ultimate Customer Experience' is a federally registered and protected trademark of McKain Performance Group, Inc., and use in any type of training, education, or organizational development is a violation of our intellectual property.
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  • The customer service facts are culminated from a series of sources: books, surveys, etc. Some of the books we have read are Service Magic, Customer Evangelists, and The New Rules of Marketing & PR
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  • What is your source for the information presented in slides 2 and 3? Thanks.
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  • Where do you like to do business and why? Questionnaire How does your job function/position impact customer satisfaction? We’re selling the invisible here at Triumvirate. We have nothing tangible only intangibles. Every encounter with a client/prospect is crucial. According to Selling the Invisible, “Every act is a marketing act upon which our success depends.”- to manage your customers you must manage their expectations According to “Raving Fans,” “Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create Raving Fans.” In tonight’s presentation, we will explore the WOW!, customers, traditional customer service, and service magic.

The Ultimate Customer Experience The Ultimate Customer Experience Presentation Transcript

  • THE ULTIMATE CUSTOMER EXPERIENCE
  • Customer Service Facts
    • The average business will spend six times more money to attract a new customer than to keep one.
    • A dissatisfied client will tell eight to ten people about the problem. One in five will tell twenty.
    • It takes 12 positive experiences to make up for one negative incident.
  • Customer Service Facts
    • Few customers will leave due to price. The root cause is a series of 4-5 negative experiences.
    • Most businesses will hear complaints from 4%of its dissatisfied clients while 96% will quietly walk away. Most will never return.
    • 70% of complaining customers will buy from a company again if the problem is resolved in their favor within 24-48 hours. 95% if it is resolved on the spot.
  • BAD customer service spreads
  • …spreads like wildfire!
  • Related videos!
  • But the good service spreads too!
  • What is an evangelist?
  • What does a customer evangelist look like?
    • They purchase and believe in your product and or service.
    • They are loyal and passionately recommend you to friends, neighbors, and colleagues.
    • They provide unsolicited feedback or praise.
    • They forgive occasional dips in service and quality but let you know when quality slips.
    • They are not bought; customer evangelists extol your virtues freely.
    • As your evangelist, they feel connected to something bigger than themselves.
  • Have you ever heard someone ‘gush’?
    • A description of what they bought
    • How they bought it
    • Why they bought it
    • How they used it
    • How it has affected them and what it means to them
    • Going above and beyond what is expected, leading to a positive, lasting impression
    What is a WOW?
  • Wow – Service Rating Scale
    • Wow! zone
      • 8. Wow! I could not imagine working with any company but Triumvirate
      • 9. Wow! They completely knocked my socks off!
      • 10. Wow! I’m a Triumvirate Loyalist to the day I die!
  • Identifying Your Customer
    • Who is your customer?
        • Everyone! Customers are people that need a service from someone else.
    • Where are customers?
        • Internal – Mission statement
        • External – Healthcare, Higher Education, Life Sciences, & Industrial
    • What do customers want?
        • Expectations at least met if not exceeded
        • Quality service
  • Our External Customers Expect
    • Recognize their voice from previous calls and thank them for calling back.
    • Know what they usually ship, when they usually ship the supplies they need , if they require PO’s on invoices etc.
    • Do everything in your power to accommodate requests: date for work, time, special account nuances
    • Know preferences
  • Our Internal Customers Expect
    • Creative solutions
    • Responsiveness and helpfulness
    • Professional courtesy
    • Successful outcome
  • Good and bad experiences
  • WHO AM I? Break-out Session
  • Ground Rules
    • Groups will be given about four minutes to ask each other the three questions listed on the next slide.
    • Both people should have an opportunity to answer all three questions.
    • Answers should be honest, include fun facts and be work appropriate.
    • When both team members have answered all three questions stay with your partner and wait for further instructions.
  • Now for the Questions
  • Questions
    • 1) Share a few hobbies or things that you like to do in your free time and why?
    • 2) What is one goal you would like to accomplish in your lifetime and why?
    • 3) If someone made a movie of your life would it be a drama, a comedy, a romantic-comedy, action film, or science fiction and why?
    • When both of you have answered, stay with your
    • partner and wait for me to tell you what to do…
  • Silent Hand Shake!
    • Silently mingle amongst the group shaking different people’s hands until I say STOP.
    • When I say “stop” stay with the person whose hand you are shaking
    • Everyone must shake at least three people’s hands before I will say stop
    • No talking until I say “you may begin”
  • Rules for Round 2
    • You may start speaking to your new partner after I say: “you may begin”
    • You may not say the name of your first partner or give any hints about who your first partner was!
    • You will be answering the same three questions.
    • This time, you will answer as if you were your first partner! Your answers should be as accurate and detailed as possible.
    • You will have about 4 minutes to answer your questions.
    • When you are done silently go back to your seat and wait for instructions.
  • Questions:
    • 1) Share a few hobbies or things that you like to do in your free time and why?
    • 2) What is one goal you would like to accomplish in your lifetime and why?
    • 3) If someone made a movie of your life would it be a drama, a comedy, a romantic-comedy, action film, or science fiction and why?
    • When you are done silently go back to your seat and wait for instructions.
  • Who am I?
    • Share the two of the answers that you just heard.
    • The group will be given an opportunity to try and guess whose answers they are.
    • If you were partners with this person, you cannot answer
    • If these are your answers, you cannot guess yourself.
    • Once the group has had an opportunity to guess, the person can reveal themselves.
    Questions: 1) Share a few hobbies or things that you like to do in your free time and why? 2) What is one goal you would like to accomplish in your lifetime and why? 3) If someone made a movie of your life would it be a drama, a comedy, a romantic-comedy, action film, or science fiction and why?
    • How does this relate to your job?
  • Ten Good Customer Service Habits to Develop
    • Be on time
    • Follow-up on your promises
    • Under promise & over deliver
    • Go the extra mile
    • Offer your client opinions
    • Express empathy
    • Treat your customer as most important
    • Treat your co-workers as customers
    • Give your contact information
    • Smile & use inflection on the telephone
  • Ten Major Customer Service Do’s & Don’ts
    • “ I don’t know.”
    • “ No.”
    • “ That’s not my job.”
    • “ You’re right – this stinks.”
    • “ That’s not my fault.”
    Don’ts Do’s
    • “ I’ll find out.”
    • “ What I can do is…”
    • “ This is how I can help you…”
    • “ I understand your frustration.”
    • “ Let’s see what we can do about this.”
  • Ten Major Customer Service Do’s & Don’ts
    • “ You need to talk to my manager.”
    • “ You want it by when?”
    • “ Calm down.”
    • “ I’m busy right now.”
    • “ Call me back.”
    • “ I can help you.”
    • “ I’ll try my best.”
    • “ I’m sorry.”
    • “ I’ll be with you in just a moment.”
    • “ I’ll call you back.”
    Don’ts Do’s
  • What did we learn?
    • The speed at which people will share cs experiences
    • Learned about Customer Evengelists
    • Identified our internal and external customers and their needs
    • Shared our experiences
    • Learned to listen
    • 10 cs do’s and don’ts
    • I look creepy as a Mime