Know How Now - Customer Service with Michael Paul Webinar


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Presentation from the Know-How Now! Customer Service Success webinar held on 30 October and featuring Michael Paul of Pack & Send.
Michael Paul, founder of PACK AND SEND, was the guest speaker at last year’s Know How Now webinar series. PACK & SEND has won ‘Aussie gold’ at the International Franchise of the Year awards, the first Australian company to ever do so.
Areas to explore during the Webinar:
What does your brand stand for?
The Power of Stories
People Give the brand life!

For more great webinars, check our website.

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Know How Now - Customer Service with Michael Paul Webinar

  1. 1. The Customer Service Success Webinar Know-How Now! Business Success Webinar Series
  2. 2. Suzi Dafnis Australian Businesswomen’s Network Suzi Dafnis National General Manager
  3. 3. Michael Paul Pack and Send Michael Paul Pack & Send Building a ‘No Limits’ Customer Service Culture
  4. 4. Every business has to start with its very first sale - and a vision!
  5. 5. The Power of a Legendary Customer Service Culture <ul><li>Today, Pack & Send is an Australian business success story. </li></ul><ul><li>National retail network generating revenues approaching $30 million. </li></ul><ul><li>Annual growth rate in excess of 20+%. </li></ul><ul><li>Servicing householders, ebay buyers and sellers, tourists and small businesses. </li></ul><ul><li>Major blue-chip organisations such as Qantas, Telstra, BHP, Bunnings Warehouse, Kodak, Optus, Virgin Airlines, National Australia Bank, to name a few. </li></ul>
  6. 6. The Power of a Legendary Customer Service Culture In 2004, BRW recognises Pack & Send as a major player in logistics - alongside DHL, Toll and Australia Post.
  7. 7. The Power of a Legendary Customer Service Culture In 2005, Telstra - one of Australia’s largest organisations - was so impressed with the Pack & Send story that it adopted it as part of its own in high profile advertising campaigns.
  8. 8. The Power of a Legendary Customer Service Culture <ul><li>In 2007, Pack & Send is recognised as a leader in a business sector that has: </li></ul><ul><li>Over 1,000 franchise systems. </li></ul><ul><li>Employing 600,000 people. </li></ul><ul><li>With an estimated turnover of </li></ul><ul><li>$128 billion - a business sector </li></ul><ul><li>contributing the equivalent to 14% of Australia’s GDP. </li></ul>
  9. 9. What we do Services To us… packaging is an art form!
  10. 10. What we do The Power of the Network BRISBANE Store Connect DARWIN SYDNEY PERTH
  11. 11. What we do 7 Steps to Building a Legendary Customer Service Culture <ul><li>What does your brand stand for? </li></ul><ul><li>The power of stories. </li></ul><ul><li>People give the brand life! </li></ul><ul><li>Give more that the customer expects. </li></ul><ul><li>It’s how you fix the problems. </li></ul><ul><li>Measure your performance. </li></ul><ul><li>Take care of your most important customer. </li></ul>
  12. 12. What does your brand stand for? Pack & Send <ul><li>No limits! </li></ul><ul><li>We say YES - when others say NO! </li></ul><ul><li>We go the extra mile. </li></ul><ul><li>Quality - professionalism - convenience. </li></ul><ul><li>Teamwork. </li></ul>
  13. 13. What does your brand stand for? The power of a “no limits’ customer service culture
  14. 14. What does your brand stand for? <ul><li>The sale is not the thing; the long-term relationship is the prize. </li></ul><ul><li>Without long-term relationships with customers, you have no business. </li></ul>
  15. 15. The Power of Stories
  16. 16. The Power of Stories
  17. 17. The Power of Stories The Hon Mark Vaile MP __________________________________________ Deputy Prime Minister Minister for Transport and Regional Services Leader of The Nationals PACK & SEND The transport and logistics industry is an essential, but often overlooked, part of the Australian economy. Many people do not appreciate the effort involved in delivering goods at the right time, to the right place and to the right person. This book tells some of the untold stories of Australia's transport and logistics industry. MARK VAILE 19 September 2007 PARLIAMENT OF AUSTRALIA HOUSE OF REPRESENTATIVES
  18. 18. The Power of Stories Stories about your company’s great service - appeal to the customers hearts as well as their minds.
  19. 19. People give the brand life! Recruit the right people.
  20. 20. People give the brand life! Train people effectively.
  21. 21. People give the brand life! Motivate and reward.
  22. 22. People give the brand life! Give more than what the customer expects!
  23. 23. It’s how you fix the problems <ul><li>Customers don’t expect you to be perfect. </li></ul><ul><li>But they do expect you to go the extra mile to fix things when they go wrong. </li></ul>
  24. 24. It’s how you fix the problems <ul><li>1995: If you don’t fix the problems to the customers satisfaction then they might each tell 6 friends. </li></ul><ul><li>2007: In the age of the internet and blogs - make a customer unhappy and they can tell 60,000 friends. </li></ul>
  25. 25. Take care of the most important customer <ul><li>You cannot provide legendary customer service consistently unless you take care of your most important customer - yourself. </li></ul><ul><li>These include personal skills such as time and stress management, turning your job into a profession, and keeping your career and life in balance. </li></ul>
  26. 26. Case Study <ul><li>Pack & Send </li></ul><ul><li>Spring Hill, Milton and Toowong </li></ul>
  27. 27. Question Time…
  28. 28. <ul><li>Join the Know-How Now Community </li></ul><ul><ul><li>Invitation coming to join. Forums, discussion, profiles. </li></ul></ul><ul><ul><li>Use the community to further discussions/learning. </li></ul></ul>Next Steps
  29. 29. Seminar & Expo Day 10 November 2007 <ul><li>Discover the new technologies and innovations you can use to leapfrog your competition. </li></ul><ul><li>Innovative recruitment </li></ul><ul><li>Innovative ways to prepare your business for sale </li></ul><ul><li>Innovative ways to start a business </li></ul><ul><li>Using technology to innovate </li></ul><ul><li>Create a virtual team </li></ul>Education, Inspiration, Networking
  30. 30. <ul><li>Thanks to our sponsors - WebEx </li></ul><ul><ul><li>Learn more about WebEx at </li></ul></ul><ul><li> </li></ul>Thank you