Ten slides in Ten minutes - Customer Care and Communication


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An overview of what to focus on when dealing with customers to ensure satisfaction.

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Ten slides in Ten minutes - Customer Care and Communication

  1. 1. SSTen Slides in Ten Minutes:Customer Care and Communication[Capturing the Hearts and Minds of Prospects & Clients]Presented by:Bill Graham APM.APMPJune, 2013bill.graham@sales-synthesis.co.za
  2. 2. Dominant ExclusiveEmerging PervasiveAbsentSymbioticrelationshipwith clientsSustainabilityMaking the competitors irrelevantProjects ParticularPerforming PertinentPeople PlacesThe Sustainable Business ImperativeBuilding mutually beneficial and sustainable long-term client relationshipsSource: Sales SynthesisMulti-National Companies [MNCs] may embrace anew dawn or a long dark night.Know where you are going2
  3. 3. 3Customers are extremely important to any business, they are the people who allow thebusiness to make money and thus ensure your employment in the organisation ismaintained – in essence, it is the customer that pays your salary. It is essential that allemployees look after their customers, treat customers with respect and view eachcustomer as an individual with individual needs that need to be met.In dealing with customers, they need the undivided attention of whoever is helpingthem and need to be seen as an extension and not an interruption to your work.Customers can be internal, external, local, national and international. Each group has itsown individual needs and therefore need to be treated accordingly.The Need for Customers
  4. 4. 4a) High level of qualityb) High degree of flexibilityc) High levels of serviced) Low costse) Short lead timesf) Little or no variabilityWhat Customers Want
  5. 5. 5Customers complain when they want the service provider to correct somethingthat is wrong. A complaint in definitive terms is: “An expression of dissatisfactionthat requires a response.”So customers complain because they are unhappy and it is your job to ensure thatyou can resolve the complaint so that the customer ultimately leaves yourorganisation smiling and with feelings of trust and happiness as opposed to angerand frustration.Why Do Customers Complain?
  6. 6. 6What do we do badly?If customers think that you do things badly, you need to know this immediately so that youcan make the necessary changes. When you get this feedback, listen carefully, no matterhow unimportant it may seem to you. If one customer is unhappy in this regard, others maybe too.What should we continue doing?In answering this question, your customers will tell you why they are continuing to use theservices that you are offering them. This feedback is important as it reinforces the positivein your business and if this feedback is given to all employees of the organisation, it willboost morale and encourage the positive behaviour to continue.What do we need to change?This question will allow you to discover what you need to do differently. Customers may notnecessarily be unhappy with the service that you are offering, but just give you informationon how you can improve on your processes.Important Questions to Ask Customers
  7. 7. 7Method Action1. Complaints monitoring: This can be highlyeffective if you have good processes in place tocapture the relevant informationMake sure all the complaints are written down. Check thelist regularly and take action to ensure it does not happenagain and again.2. Suggestions schemes: This can be effective if wellmanaged.You need to have a box on the front counter with an easy,tear-off notepad. You could also offer a prize at the end ofthe month for a randomly selected writer3. Consultation with other businesses: This can bedone in the form of a mystery shopper. It is goodfor picking up new ideas and seeing how otherbusinesses operate.Join an industry group, attend their events and mix withother attendees. Ask questions to learn about ideas toapply to your organisation.4. Service surveys: These are effective if doneproperly and are relatively inexpensive.By getting your customers to fill out a written survey youcan gain feedback on all aspects of your business.5. Focus groups: Can be good for relationshipbuildingCall four to six of your regular customers in for tea or adrink after work. Ask then the three key questions and listtheir responses.6. Customer panels: Give quick feedback and canassist in gaining continuous feedbackConduct on a regular monthly or quarterly meeting withyour focus group7. Open days/road shows: Good for big businesses Conduct on a regular monthly or quarterly meeting withyour focus groupMethods of Consulting with Customers
  8. 8. The key to enhanced ‘Client Interaction’ performance is the consistenthandling of "moments of truth“ - those few interactions where clients havean unusual amount of emotional energy invested in the outcome.You have got to be able to identify and capitalise on these moments.8Focus on Moments of Truth
  9. 9. Components of Trust:1. Competence2. Respect3. Appearance4. Positiveness5. Responsibility6. Listening7. Empathy8. Honesty9. Patience10. Common interests11. Enthusiasm12. Loyalty13. Good communication14. Security15. Self-sacrifice.Relationships can only be Developed through Trust9
  10. 10. Q&A10