How's Your Customer Service?

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  • Whether in person or on the phone …..
  • Reliable, timely, personalized, memorable – WE need to focus on providing excellent customer service day in and day out
  • Share back a personal story
  • An individual’s efforts – What role does customer service play in your hiring process? Let me tell you about this exceptional person..
  • A corporate philosophy
  • Mel version…I want the contrast to pop off the screen a bit….
  • A happy customer will tell about 5 people, an unhappy customer will tell an average of 20
  • $289 is the average value of every lost business relationship in the U.S. per year
  • What defines bad customer service? Poor attention, inexperienced representative, lack of caring, not listening
  • When you were unhappy did you go back? If you are like almost everyone else, the answer is no. Sometimes you don’t have a choice in who you are dealing with (electric company) so you have to go back. But ours is a choice industry. 98% of unhappy clients will not bother to explain why, they will just go elsewhere
  • 95% of these customers could have been retained if their problem had been addressed in an acceptable way
  • The cost of gaining a new customer is 5 times greater than keeping a current customer
  • This is your action plan – this is how you get your customer service to be remarkable!
  • Be a good listener
  • Are you feeding or romancing?
  • Tell them that I am staying on this slide --- this is the take home message for you today – Make customers feel important and appreciatedAnswer your phone promptlyConsistency of experienceGreet your customersTake the extra step
  • Help customers understand your systemLack of transparency in your agenciesTrain the customer on the value of what you do for them
  • #6 Appreciate the power of yes
  • #7 Know how to apologizeDeal with complaints
  • Whatever the benchmark is, give them more. It doesn’t always mean money, but it does mean time….
  • Feedback!! I am going to derail here for a moment and talk about the Net Promoter Score.
  • Trader Joe’s has a Net Promoter score of 50 – they have twice as many promoters as they do detractors!!
  • # 10 Treat employees wellTrain your team to always be helpful, courteous and knowledgeableWork with your team – it is a shared responsibilityATT example – have you ever walked into an ATT store – they are right there and they give great customer service. But, have you ever tried to call them – it is terrible…..Think about customer service when you are hiring
  • Get your Net Promoter score up today – romance your customers, celebrate your customers – everyday, all day and watch your business grow!Follow the top 10 and you will be remarkable!!
  • How's Your Customer Service?

    1. 1. How’s Your Customer Service? Nancy Griffin Solutions Manager Vacation.com
    2. 2. 10 seconds to makean impression
    3. 3. Excellent possessing outstanding quality or superior merit; remarkably goodCustomer a person one has to deal withService an act of helpful activity; help; aid
    4. 4. Are you romancing yourcustomers?…Or, are you just feeding them?
    5. 5. 5 people will know about a happycustomer experience20 people will know about anunhappy customer experience
    6. 6. $289
    7. 7. 98% of unhappy clients willjust go elsewhere
    8. 8. 95% of these customerscould have been retained
    9. 9. 5 times costlier to gain a newcustomer
    10. 10. 1. Know who is boss
    11. 11. 2.
    12. 12. 3. Identify and anticipate needs
    13. 13. 4.
    14. 14. 5.
    15. 15. 6. #6 Appreciate the power of yes
    16. 16. 7.
    17. 17. 8. Give more than expected
    18. 18. 9.
    19. 19. How likely are you to recommend us to a colleague or friend? Net Promoter Score = % of Promoters - % of Detractors
    20. 20. 10.
    21. 21. Be Remarkable!

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