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Extraordinary Customer Service

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Extraordinary Customer Service from the Learning Resources Network (LERN)

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Extraordinary Customer Service

  1. 1. Extraordinary Customer Service
  2. 2. info@lern.org www.lern.org
  3. 3. 1.Think of a poor customer service experience 2.Think of an extraordinary customer service experience
  4. 4. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
  5. 5. 1. Why is Customer Service Important? • Extraordinary Customer Service is Simple • Helps Your Bottom Line
  6. 6. Why Customers Leave 1. Poor Quality 2. Poor Customer Service 3. Lack of Something New
  7. 7. 6 times more expensive to recruit a new customer than have a current one return
  8. 8. Repeat Rate Repeat Customers ÷ Customers Year 1 = Repeat Rate Target Repeat Rate 30-50%
  9. 9. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
  10. 10. 5 Stages of Attachment 5. Advocacy 4. Community 3. Relationship 2. Identity 1. Awareness
  11. 11. “I know you exist.”1. Awareness 2. Identity “You have something for me.” 3. Relationship“I think that the benefits will outweigh the risks. I register.” 4. Community “The benefits do outweigh the risks. I like the information and people. Let me try again.” 5. Advocacy “You guys are the greatest. I am going to tell all of my friends!!”
  12. 12. Don’t you find it odd that people will put more work into choosing their mechanic or house contractor than they will into choosing the person who grows their food. Joel Salatin
  13. 13. Product vs. Service
  14. 14. Your Customers 1. Want money’s worth 2. Quality & service 3. Evaluate purchases continuously
  15. 15. Who will register next time? Registered Before Same Demographic Characteristics Returning Customers Refer Other Customers
  16. 16. Small businesses - zip code Market Segments 1. 2 demographics per segment Seniors <30 minutes Single college students
  17. 17. Best Customers 1. 20% that generate 80% income 2. Find them • Most Recent • Monetary Value 3. Survey • Birthdate - community • Occupational speciality - professional
  18. 18. With your best customers 1. Tell them 2. Add value
  19. 19. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
  20. 20. 1. Smile when talking 2. Stop, Listen, Repeat
  21. 21. x’s 3. Inquiry 24 Hour Rule 4. Follow-up inquiries 3 Times
  22. 22. 5. Special Touch 6. Thank You & You’re Welcome
  23. 23. 7. Email 1. Respond Same Day 2. Thank You 3. Contact Information 4. Provide Further Assistance 5. Other Products 6. Acknowledge Other Email
  24. 24. 9. Names 8. Voice Mail & eMail • Information • Options
  25. 25. 10. Registration • 27/7 • 5+ options • Confirmation 11. Would you like to register?
  26. 26. 12. Have fun!
  27. 27. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
  28. 28. Complaints • You are ___ • Emotional - Business - Emotional • Authority To Walk Away
  29. 29. Social Media Complaints Personal • Contact • Thank you • What happened? • Find solution Online •Thank you •How to contact you •What would you like?
  30. 30. Frequent Conversations 1. 1-2 Questions 2. Different Customers Different Times 3. Expectations Shifting
  31. 31. FAQ’s 1. Questions & answers 2. Distributed 3. Updated 4. Online
  32. 32. Refunds 1. Liberal policy 2. Offer vouchers first
  33. 33. Customer Targets • Rings to answer phone • Respond to walk-in customer • Return voice mail • Confirmation of registration • Refund • Inquiry response • Cancellations
  34. 34. Exceed Expectations 1. Internal Customer Targets 2. Add additional time 3. Tell your customers
  35. 35. Tweak
  36. 36. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
  37. 37. Extraordinary Customer Service
  38. 38. Materials, reports, whitepapers and other items are exclusive content produced by the professional staff and consultants of the Learning Resources Network (LERN), and may not be reproduced without written permission. For more information contact LERN at info@lern.org, (800) 678-5376, or visit www.lern.org.

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