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