This document analyzes how customer service affects company profits by comparing Amazon, FedEx, The Home Depot, and Comcast. The author hypothesizes that companies known for great customer service like Amazon and FedEx will have higher profits than those with poor service like The Home Depot and Comcast. Each company is examined in terms of their customer service approach, customer expectations, and comparison of customer satisfaction ratings to stock performance, supporting the conclusion that good customer service leads to higher profits.
This document describes a customer's negative experience with Amazon's customer service when trying to return a dishwasher. Over the course of a week, the customer contacted Amazon customer service numerous times but received no help in resolving the issue. Each representative seemed unaware of the previous communications and history of the problem. The customer grew increasingly frustrated as the issue was passed between teams without being addressed. The poor customer experience resulted in a loss of trust in Amazon and its claims of being customer-centric. The document criticizes Amazon's lack of empathy, communication, responsiveness, and decisive action in handling the return request.
The chairperson Norihiro Kaneko manages the business, dividing it into three departments and coordinating with members. He works to provide local web development services and promote community involvement.
The company helps customers choose products through samples and innovation. It offers discounts, guidance, and lifetime website management. Products are packaged and delivered after design approval. Customers can contact support by phone for any issues.
Installment plans are available to relieve customer costs. The company accepts various payment methods and will work with customers' budgets. A customer service representative manages finances, builds local relationships, hires staff, partners with other companies, and provides ideas/direction.
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
The document discusses improving customer retention through excellent customer service. It provides tips for assessing customer service strengths and weaknesses, implementing changes to improve customer service, and training staff. The key aspects of excellent customer service discussed are listening to customers, getting information correctly the first time, managing expectations, going the extra mile, and following up consistently.
1) Good customer service is important for retaining customers and generating positive word-of-mouth that brings in new customers.
2) The essence of good customer service is forming relationships with customers through reliable fulfillment of promises, active listening to understand their needs, dealing with complaints respectfully, being helpful even without immediate profit motivation, training staff to also provide good service, and taking extra steps to ensure customer satisfaction.
3) Following these 7 rules consistently will build a business's reputation for good customer service, which ultimately brings in more new customers than promotions.
Scenarios faced when starting a computer business pdf NaomiNaomiLewis
The document outlines many of the key considerations for starting a computer business, including targeting the local market and customers like students and the elderly, analyzing competitors, designing products and services, managing finances, hiring and retaining employees, and ensuring quality control and customer satisfaction. It provides advice on strategies for promotions, purchasing parts, production, and expanding the business.
This document provides guidance on building a business through outstanding customer service. It discusses why customer service is important, who your customers are, and what excellent service looks like. It offers ten golden rules for customer service, including thinking like the customer and ensuring accountability. The document also covers turning complaints into opportunities, measuring customer satisfaction, and challenges of customer service. It concludes by having the reader develop an action plan to improve their customer service.
This document describes a customer's negative experience with Amazon's customer service when trying to return a dishwasher. Over the course of a week, the customer contacted Amazon customer service numerous times but received no help in resolving the issue. Each representative seemed unaware of the previous communications and history of the problem. The customer grew increasingly frustrated as the issue was passed between teams without being addressed. The poor customer experience resulted in a loss of trust in Amazon and its claims of being customer-centric. The document criticizes Amazon's lack of empathy, communication, responsiveness, and decisive action in handling the return request.
The chairperson Norihiro Kaneko manages the business, dividing it into three departments and coordinating with members. He works to provide local web development services and promote community involvement.
The company helps customers choose products through samples and innovation. It offers discounts, guidance, and lifetime website management. Products are packaged and delivered after design approval. Customers can contact support by phone for any issues.
Installment plans are available to relieve customer costs. The company accepts various payment methods and will work with customers' budgets. A customer service representative manages finances, builds local relationships, hires staff, partners with other companies, and provides ideas/direction.
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
The document discusses improving customer retention through excellent customer service. It provides tips for assessing customer service strengths and weaknesses, implementing changes to improve customer service, and training staff. The key aspects of excellent customer service discussed are listening to customers, getting information correctly the first time, managing expectations, going the extra mile, and following up consistently.
1) Good customer service is important for retaining customers and generating positive word-of-mouth that brings in new customers.
2) The essence of good customer service is forming relationships with customers through reliable fulfillment of promises, active listening to understand their needs, dealing with complaints respectfully, being helpful even without immediate profit motivation, training staff to also provide good service, and taking extra steps to ensure customer satisfaction.
3) Following these 7 rules consistently will build a business's reputation for good customer service, which ultimately brings in more new customers than promotions.
Scenarios faced when starting a computer business pdf NaomiNaomiLewis
The document outlines many of the key considerations for starting a computer business, including targeting the local market and customers like students and the elderly, analyzing competitors, designing products and services, managing finances, hiring and retaining employees, and ensuring quality control and customer satisfaction. It provides advice on strategies for promotions, purchasing parts, production, and expanding the business.
This document provides guidance on building a business through outstanding customer service. It discusses why customer service is important, who your customers are, and what excellent service looks like. It offers ten golden rules for customer service, including thinking like the customer and ensuring accountability. The document also covers turning complaints into opportunities, measuring customer satisfaction, and challenges of customer service. It concludes by having the reader develop an action plan to improve their customer service.
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
This document provides information about a 2-day customer service training program. The training aims to help participants understand the importance of customer service and build skills to provide excellent customer experiences. It will cover topics like communication skills, dealing with difficult customers, problem solving, and managing stress. The program will include lectures, exercises, role playing, and discussions. Participants will learn techniques they can apply in their jobs to improve customer service.
Customer service training for mobil filling station attendants(1)Olatunji Olajide
A presentation designed by Abdulkabir Olatunji for Mobil Filling Stations in Nigeria. You can visit my blog to learn more about me http://coolstuff49ja.com
Customer service involves how organizations meet the needs of their customers. It is important for retaining existing customers and attracting new ones. Good customer service differentiates companies from their competitors. It includes listening to customer feedback, both positive and negative, to improve products, services, and the overall customer experience. Complaints should be handled respectfully, efficiently and consistently to restore customer satisfaction and loyalty. Customers have various needs that must be considered, and customer service roles involve interacting with customers at all stages of the customer lifecycle.
The document provides an overview of a training session on delivering superior customer service. It discusses establishing consistently high levels of customer service as a key goal and competitive differentiator. It outlines five levels of customer service excellence and how customers perceive those levels. The training encourages participants to evaluate their own organization's level of customer service and identify areas for improvement.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
If you are looking for call center services philippines, outbound call center philippines, telemarketing services philippines, customer service outsourcing philippines please contact IspeakSolutions.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
How to Improve your Customer Service Skills by Scott StorickScott Storick
This document provides tips for improving customer service communication skills. It recommends focusing on confidence, control, and active listening. Ask questions to understand the customer's perspective and needs before calls or emails. Provide thorough information to demonstrate being one step ahead. Engage customers with thought-provoking questions to build trust. Most importantly, listen to understand the customer's situation and humanize interactions.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
Standing Out From The Crowd By Wearecloudberry ComAndy Collyer
This presentation provides training on customer service excellence. It emphasizes the importance of smiling, listening actively, fulfilling customer needs, and following up to stand out from competitors. Good customer service leads to increased sales, repeat business, and positive word of mouth. The presentation stresses treating internal customers (employees) well to ensure they provide great service externally. It provides tips on effective communication, such as using eye contact and acknowledging customers, asking open questions, and confirming understanding.
This document provides an overview of a customer service seminar. It discusses key topics like the different types of customers, what customer service is, why service can be difficult to define, and tips for handling complaints. It also covers assessing customer service skills and emphasizes the importance of having a positive attitude when dealing with customers.
This document discusses the importance of customer service and handling complaints. It notes that 91% of unhappy customers will complain, and those complaints can then be shared with others. Some key points are:
- Companies should have a commitment to customer service and a strategy to proactively resolve complaints.
- Continuous improvement is important by addressing customer suggestions and ensuring a positive experience even after a complaint.
- Good internal customer service, like treating coworkers well, can lead to good external customer service.
- Superior customer service allows companies to charge more, realize greater profits, and increase market share.
ITFT- Customer care and Interpersonal SkillsNancy Sharma
This document discusses the importance of customer care and interpersonal skills. It defines what a customer is and notes that customers deserve respectful treatment. Internal customers like coworkers should also be treated well. The document outlines different types of customers and what customers want from good service, which includes feeling listened to and having issues resolved. Poor customer service can result in losing customers, so providing "royal treatment" is important.
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
This document discusses key aspects of providing good customer service. It defines internal and external customers and emphasizes the importance of quality characteristics like accuracy, friendliness and timeliness. It outlines objectives like identifying different types of customer contact and creating positive customer experiences. It also discusses the importance of caring responses, managing customer expectations, reactions to good and bad service, and retaining customers through proactive rather than just reactive service.
Customer Service is the service you provide to your customers before, during and after sales.
Customer Service is considered to be one of the major factors in the business because it ensures
the customer’s satisfaction and also encourages the customer to buy more.
A good customer service is about retaining your loyal customers and ensuring customer
satisfaction. A good customer service should just not be a department in the organisation, but
should be the whole organisation.
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
This document provides information about a 2-day customer service training program. The training aims to help participants understand the importance of customer service and build skills to provide excellent customer experiences. It will cover topics like communication skills, dealing with difficult customers, problem solving, and managing stress. The program will include lectures, exercises, role playing, and discussions. Participants will learn techniques they can apply in their jobs to improve customer service.
Customer service training for mobil filling station attendants(1)Olatunji Olajide
A presentation designed by Abdulkabir Olatunji for Mobil Filling Stations in Nigeria. You can visit my blog to learn more about me http://coolstuff49ja.com
Customer service involves how organizations meet the needs of their customers. It is important for retaining existing customers and attracting new ones. Good customer service differentiates companies from their competitors. It includes listening to customer feedback, both positive and negative, to improve products, services, and the overall customer experience. Complaints should be handled respectfully, efficiently and consistently to restore customer satisfaction and loyalty. Customers have various needs that must be considered, and customer service roles involve interacting with customers at all stages of the customer lifecycle.
The document provides an overview of a training session on delivering superior customer service. It discusses establishing consistently high levels of customer service as a key goal and competitive differentiator. It outlines five levels of customer service excellence and how customers perceive those levels. The training encourages participants to evaluate their own organization's level of customer service and identify areas for improvement.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
If you are looking for call center services philippines, outbound call center philippines, telemarketing services philippines, customer service outsourcing philippines please contact IspeakSolutions.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
How to Improve your Customer Service Skills by Scott StorickScott Storick
This document provides tips for improving customer service communication skills. It recommends focusing on confidence, control, and active listening. Ask questions to understand the customer's perspective and needs before calls or emails. Provide thorough information to demonstrate being one step ahead. Engage customers with thought-provoking questions to build trust. Most importantly, listen to understand the customer's situation and humanize interactions.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
Standing Out From The Crowd By Wearecloudberry ComAndy Collyer
This presentation provides training on customer service excellence. It emphasizes the importance of smiling, listening actively, fulfilling customer needs, and following up to stand out from competitors. Good customer service leads to increased sales, repeat business, and positive word of mouth. The presentation stresses treating internal customers (employees) well to ensure they provide great service externally. It provides tips on effective communication, such as using eye contact and acknowledging customers, asking open questions, and confirming understanding.
This document provides an overview of a customer service seminar. It discusses key topics like the different types of customers, what customer service is, why service can be difficult to define, and tips for handling complaints. It also covers assessing customer service skills and emphasizes the importance of having a positive attitude when dealing with customers.
This document discusses the importance of customer service and handling complaints. It notes that 91% of unhappy customers will complain, and those complaints can then be shared with others. Some key points are:
- Companies should have a commitment to customer service and a strategy to proactively resolve complaints.
- Continuous improvement is important by addressing customer suggestions and ensuring a positive experience even after a complaint.
- Good internal customer service, like treating coworkers well, can lead to good external customer service.
- Superior customer service allows companies to charge more, realize greater profits, and increase market share.
ITFT- Customer care and Interpersonal SkillsNancy Sharma
This document discusses the importance of customer care and interpersonal skills. It defines what a customer is and notes that customers deserve respectful treatment. Internal customers like coworkers should also be treated well. The document outlines different types of customers and what customers want from good service, which includes feeling listened to and having issues resolved. Poor customer service can result in losing customers, so providing "royal treatment" is important.
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
This document discusses key aspects of providing good customer service. It defines internal and external customers and emphasizes the importance of quality characteristics like accuracy, friendliness and timeliness. It outlines objectives like identifying different types of customer contact and creating positive customer experiences. It also discusses the importance of caring responses, managing customer expectations, reactions to good and bad service, and retaining customers through proactive rather than just reactive service.
Customer Service is the service you provide to your customers before, during and after sales.
Customer Service is considered to be one of the major factors in the business because it ensures
the customer’s satisfaction and also encourages the customer to buy more.
A good customer service is about retaining your loyal customers and ensuring customer
satisfaction. A good customer service should just not be a department in the organisation, but
should be the whole organisation.
Let’s start where we all agree. Customers have less time. Customers want more convenience. They want to make fewer and shorter journeys to buy and service goods.
This document provides an overview of IdeaHack 2018 and discusses various topics related to developing startup ideas and landing pages. It begins by describing Forward Partners' approach to investing in early-stage ventures. Various sessions are then outlined on topics like developing empathy for customers, using lean canvases to outline startup ideas, prototyping, and getting customer feedback. Tips are also provided for creating effective landing pages, including focusing the message, using compelling visuals and calls-to-action, and assessing conversion metrics. The document concludes with a hypothetical demo of choosing a website building tool.
Stop Trying to Delight Your Customers.pdfIQbal KHan
The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem.
The Corporate Executive Board’s Dixon and colleagues describe five loyalty-building tactics that every company should adopt: Reduce the need for repeat calls by anticipating and dealing with related downstream issues; arm reps to address the emotional side of customer interactions; minimize the need for customers to switch service channels; elicit and use feedback from disgruntled or struggling customers; and focus on problem solving, not speed.
The authors also introduce the Customer Effort Score and show that it is a better predictor of loyalty than customer satisfaction measures or the Net Promoter Score. And they make available to readers a related diagnostic tool, the Customer Effort Audit. They conclude that we are reaching a tipping point that may presage the end of the telephone as the main channel for service interactions—and that managers therefore have an opportunity to rebuild their service organizations and put reducing customer effort firmly at the core, where it belongs
Customer service is essential for the sustainable organizationAriful Saimon
The document discusses the importance of customer service for organizational sustainability. It defines customer service and outlines its key benefits, including increased revenues, enhanced reputation, greater customer satisfaction and loyalty. Providing good customer service helps reduce costs of acquiring new customers, beats competitors, and generates positive word-of-mouth advertising. For organizations, customer service is essential as it leads to more sales and income, helps maintain existing customers, improves company reputation, and provides valuable customer feedback. With poor customer service, organizations cannot sustain their operations successfully over the long run.
Digital customer service for the digital age 24th march indigo blue peer 1 ...Dominic Monkhouse
Power to Your People – The Death and Rebirth of CRM
Presentation title: Digital Customer Service for the Digital Age
Dominic Monkhouse describes how audiences are operating online and how to deliver outstanding service through online channels
As a self-service evangelist, Dominic will be speaking about the ways in which digital customer service can improve the satisfaction of members rather than reduce it. Using experiences from his own business background as well as those of some of the world’s most customer focused organisations, Dominic will bring into sharp focus what members really want, and how we should be helping them to help themselves.
Additional talking points / details:
· Applications of social media channels, such as Twitter and Facebook, to deliver a service message
· Engaging with consumer audiences to understand satisfaction through techniques such as Net Promoter Score
· Benefits of adopting channels for two-way, open and transparent communications; building communities and engagement through social media
Gratitude is the Attitude: Net Promoter Thank You EmailsCustomerGauge
The document discusses the importance of sending "thank you" emails to customers who provide feedback through surveys. It recommends expressing gratitude to demonstrate that the feedback is valued and to show customers how the feedback will be used. It provides best practices for sending monthly thank you emails that include highlighting themes learned from feedback and describing actions taken or planned. The document argues this is an effective customer retention strategy that most companies fail to implement.
7 customer retention and loyalty, service qualityRishi Mathur
This lecture discusses customer retention, loyalty, and service quality. It covers both the economic and psychological aspects. Economically, it is much more costly for a company to acquire a new customer than retain an existing one. Service guarantees should be easy to understand and claim, meaningful to customers, and credible. The lecture also discusses how superior service can benefit companies through increased customer retention and lower costs. Customer expectations, satisfaction, and loyalty are important concepts in evaluating service quality.
The document provides an overview of the automobile industry in India and customer satisfaction. It discusses the importance of customer satisfaction and maintaining close relationships with customers. It then lists 7 tips for providing good customer service: 1) Encourage face-to-face interactions; 2) Respond promptly and keep customers informed; 3) Be friendly and approachable; 4) Have a clear customer service policy; 5) Provide attention to detail with small gestures; 6) Anticipate customer needs and go out of your way to help; 7) Honor your promises. The document also includes sections on the scope, need, objectives and research methodology of a study on customer satisfaction of Hero MotoCorp customers.
This document provides an organizational analysis of Wholesale Distributor which was established in 1928. It discusses the company's vision, value proposition with three business units, product line, business situation with $11 million in 2008 revenue and sales flat year-to-date, issues with a competitive market and customers looking to save money, and recommendations to encourage employees to cut expenses while maintaining morale. Key recommendations include using a 4R model to empower employees, implementing job descriptions, going green to conserve supplies, improving bi-weekly sales emails, and presenting the DICE+1 framework to staff.
This document outlines 7 pillars of customer service excellence: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. Following these pillars requires challenging employees to go above and beyond typical customer service. Case studies show how following the pillars increased sales and customer retention for various organizations. The document promotes customer service training from Sales Progress to help organizations implement the 7 pillars.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
Marketing 101 chapter2 building customer satisfactionMarivic Macale
The document discusses building customer satisfaction through quality, service, and value. It discusses determining customer value and satisfaction, as well as customer delivered value. It also discusses ways to achieve highly satisfied customers through customer focus, tracking expectations and satisfaction, and improving processes. The key is developing strong customer relationships through retention strategies like reducing customer defection rates.
The document discusses the importance of customer service standards when choosing a fulfillment company. It recommends looking for 7 key customer service standards: call center certifications, support reliability, customer loyalty, personal connection, a "can do" attitude, courteous and professional care, and clear communication. It provides details on each standard and notes that the fulfillment company USA Fulfillment meets all of these standards and was certified by a customer service organization.
Step by Step details of how I recruited 5,000 loan originators and builders, Realtors to refer over 67,000 closed customers in 8 Years for over $27,000,000 Revenue
About Scoreinc.com
Scoreinc.com, Inc., headquarter in Mayaguez Puerto Rico USA, with offices in Mobile Alabama, is a leading provider of services to the derogatory credit sector of the financial service industry through its Scoreway® Software Solution and credit report accuracy dispute services. The Scoreway® platform provides an end-to-end management solution that helps the companies that we serve manage the credit review and dispute process and to improve controls and profitability. Scoreinc.com services an ever growing list of mortgage company’s, banks, credit unions, Realtors®, builders and credit service organizations through its innovative technology and credit report accuracy service. Contact Score for more information at 877-876-5921 or by visiting the following pages:
www.scoreinc.com
Credit Repair Merchant Services: http://www.scoreinc.com/getting-paid.php
Fair Debt Collection Practices
http://www.scoreinc.com/fdcpa.php
Credit Repair Business Training http://www.scoreinc.com/members.php
Credit Repair Software:
http://www.scoreinc.com/software.php
Credit Repair Solutions:
http://www.scoreinc.com/score-way.php
The document discusses various problems financial advisors may encounter and provides solutions to increase referrals, close more prospects, and better manage client relationships. It recommends providing laminated business cards to clients, discovering who clients know and asking for introductions, using a powerful selling process to increase closing percentages, and monitoring staff emails to protect against issues with clients. Other solutions include using email strategically, having a fail-safe client review tracking system, and implementing a pending business report to follow up on leads. The overarching message is that financial advisors should have systems and processes to solve common problems and strengthen their client relationships and business.
Similar to Analysis of Customer Service and How It Affects Profit (20)
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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Training: ISO/IEC 27001 Information Security Management System - EN | PECB
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Slideshare: http://www.slideshare.net/PECBCERTIFICATION
it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
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বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
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LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPRAHUL
This Dissertation explores the particular circumstances of Mirzapur, a region located in the
core of India. Mirzapur, with its varied terrains and abundant biodiversity, offers an optimal
environment for investigating the changes in vegetation cover dynamics. Our study utilizes
advanced technologies such as GIS (Geographic Information Systems) and Remote sensing to
analyze the transformations that have taken place over the course of a decade.
The complex relationship between human activities and the environment has been the focus
of extensive research and worry. As the global community grapples with swift urbanization,
population expansion, and economic progress, the effects on natural ecosystems are becoming
more evident. A crucial element of this impact is the alteration of vegetation cover, which plays a
significant role in maintaining the ecological equilibrium of our planet.Land serves as the foundation for all human activities and provides the necessary materials for
these activities. As the most crucial natural resource, its utilization by humans results in different
'Land uses,' which are determined by both human activities and the physical characteristics of the
land.
The utilization of land is impacted by human needs and environmental factors. In countries
like India, rapid population growth and the emphasis on extensive resource exploitation can lead
to significant land degradation, adversely affecting the region's land cover.
Therefore, human intervention has significantly influenced land use patterns over many
centuries, evolving its structure over time and space. In the present era, these changes have
accelerated due to factors such as agriculture and urbanization. Information regarding land use and
cover is essential for various planning and management tasks related to the Earth's surface,
providing crucial environmental data for scientific, resource management, policy purposes, and
diverse human activities.
Accurate understanding of land use and cover is imperative for the development planning
of any area. Consequently, a wide range of professionals, including earth system scientists, land
and water managers, and urban planners, are interested in obtaining data on land use and cover
changes, conversion trends, and other related patterns. The spatial dimensions of land use and
cover support policymakers and scientists in making well-informed decisions, as alterations in
these patterns indicate shifts in economic and social conditions. Monitoring such changes with the
help of Advanced technologies like Remote Sensing and Geographic Information Systems is
crucial for coordinated efforts across different administrative levels. Advanced technologies like
Remote Sensing and Geographic Information Systems
9
Changes in vegetation cover refer to variations in the distribution, composition, and overall
structure of plant communities across different temporal and spatial scales. These changes can
occur natural.
How to Make a Field Mandatory in Odoo 17Celine George
In Odoo, making a field required can be done through both Python code and XML views. When you set the required attribute to True in Python code, it makes the field required across all views where it's used. Conversely, when you set the required attribute in XML views, it makes the field required only in the context of that particular view.
Gender and Mental Health - Counselling and Family Therapy Applications and In...PsychoTech Services
A proprietary approach developed by bringing together the best of learning theories from Psychology, design principles from the world of visualization, and pedagogical methods from over a decade of training experience, that enables you to: Learn better, faster!
BÀI TẬP DẠY THÊM TIẾNG ANH LỚP 7 CẢ NĂM FRIENDS PLUS SÁCH CHÂN TRỜI SÁNG TẠO ...
Analysis of Customer Service and How It Affects Profit
1. Analysis of Customer Service and How
It Affects Profit
By: Katherine Podrasky
MBA 592
2. Overview
Hypothesis
What is customer service?
Why is it important?
What is a customers
expectations?
Analysis:
Amazon
FedEx
The Home Depot
Comcast
Compare Profit to Customer
Satisfaction Rating
3. Hypothesis:
Why this topic?
My hypothesis: The idea is that great customer service
would result in outstanding profits for companies.
I chose two companies that are known for their service-
Amazon and FedEx- and two companies that are known for
poor service- The Home Depot and Comcast.
4. What is customer service?
The assistance or advice provided by a company to those who buy
or use its product or service.
Why is customer service so important?
Because there are only two ways to improve the operations of a
business: increase sales or decrease costs.
How do you increase sales?
Great prices
Great products
Great service
5. Customer Expectations
It is the total perceived benefits a customer expects from a
company’s product or service.
Do these Companies Meet Customer Expectations?
Yes No
High FedEx The Home
Depot
Low Amazon Comcast
6. Analysis: Amazon
Company’s values- Customer Obsession: We start with the
customer and work backwards. Innovation: If you don’t listen to
your customer you will fail, but if you only listen to your
customer you will also fail.
How does Amazon give amazing customer service?
Amazon has everything you need, at low prices, anytime of day.
Their website and App is simple to use.
Offer many shipping options
7. Amazon
Amazon’s customers expectation: Low expectation.
They are an online based retailer.
Customers expect easy and fast.
The answers are right there on the product page.
8. Analysis: FedEx
FedEx slogan- Absolutely, Positively, Overnight.
How does FedEx give amazing customer service?
Empower and Applaud Employees
People, Service, Profit- put your people first, they will provide the
highest possible service, and profit will follow.
9. FedEx
FedEx’s customer expectation: High expectations
Customers expect their packages to be delivered on time and
undamaged.
10. Analysis:The Home Depot
The Home Depot customer service idea:
Offer low price hardware in a warehouse setting while still
providing the mom-and-pop customer service.
Why did Home Depot’s customer service idea fail?
Hired Bob Nardelli as CEO.
Fired skilled full time workers.
Hired unskilled part time workers and did not train about
products and services.
11. The Home Depot
Customer expectation: High expectation.
Customers are looking for help and answers when shopping in
store.
The turnaround:
Lengthy sales associate training.
Easy to use website and interactive mobile app.
12. Analysis: Comcast
Comcast customer service guarantee
Not in effect until 2010
Why was customer service so poor?
Long wait times, unresolved issues
Tried to sell other products instead of fixing issues
Little to no competition
13. Comcast
Customer expectation: low expectations
You want the issues fixed fast and without hassle.
The Turnaround:
2 hour appointment windows- $20 credit if they didn’t show up
on time.
New interactive mobile app
14. Does Good Service = High Profit?
Amazon vs Ebay
FedEx vs UPS
The Home Depot vs Lowes
Comcast vs Netflix vs Dish Network
Good morning my name is katherine podrasky. I have chosen Analysis of customer service and how it affects profit as my research product.
During my discussion. I will go over: __________
First up: why did I choose this particular topic? I have been working in customer service my entire career. And each company I worked for had different customer service models and expectations. So I chose this topic first to see what major companies did and then to see if those processes would relate to higher profits. I chose 2 companies that excelled in customer service- they would be Amazon and FedEx. Then two companies that were known for their bad service- The Home Depot and Comcast.
But before we dive into the findings, first what is customer service. It’s the assistance of advice ……
Why is customer service so important? If you cant decrease costs, how can you increase sales? By providing something no one else has, whether it be great service, great products, great prices, or a combination of all three.
How did I measure whether my chosen companies were excelling at service. Well other than using internet surveys, I thought whether a company would be reaching a customers expectations, whether the expectations for the company is high or low. Looking at this chart, you can see that for fedex, you expect your packages to deliver on time-which is fairly high- so they reach that expectation. But on the flip side, your expecting comcast’s services like internet and cable to work all the time without having to contact anyone- so its pretty low in expectation.. Pretty much just work and im happy- but surprisingly or not, comcast does not reach customer expectation.
So lets take a look at Amazon. As you can see their values are about customers. ________. So how do they provide great customer service? They offer you everything you can want-books, clothes, groceries- and you can order them online from your phone, computer, or Echo exclusively from Amazon. And everything ships directly to your doorstep. They have made shopping easy, no matter what you’re purchasing.
Because Amazon is so easy to use, and like many other online stores, you expect things to go smoothly. Making your customer expectation to be pretty low. You’re expecting to go online, find what you want, and get it to you fast and easy. And in today’s social world, you expect to not have to talk with anyone in the process. Another reason things go so smoothly with Amazon purchases, if you have questions about the product, the answers are on the page. 5 star ratings, customer comments, and even other product recommendations. Amazon leaves the majority of the customer service work up to the customers.
Next, I took a look at FedEx. Now I worked for FedEx, so their customer service slogan is 100% accurate. Absolutely, positively, overnight. It was Fred Smith’s first idea when he came up with the idea of FedEx and it is instilled into every single employee. FedEx does a great job at ensuring everyone knows how important it was to make the customer happy. And when you do go above and beyond the call of duty for someone, you are rewarded, whether an award, money, or a lunch, FedEx makes sure their employees feel empowered. Which can be shown in their corporate philosophy- people. Service. Profit. Fred Smith believed if you put your people first, they will provide the highest possible service, and profit will follow.
So FedEx’s customer expectation is high. As a customer, you expect your packages to be delivered on time and undamaged. Now to someone that may have ordered something that isnt time sensitive may not scale this too be a high expectation, but for, lets say, a hospital that is expecting to receive tissue cultures for a skin graph by 9am the next morning, timing is everything. And FedEx meets or exceeds these expectations.
Bernie Marcus and Arthur Blank dreamt up the idea of a hardware warehouse that offered everything for the home, at low prices, but still wanted to provide the mom-and-pop customer service. When Home Depot first opened, they achieved these goals. It wasn’t until Bob Nardelli took over as CEO in 2000 that changed the way Home Depot operated. Originally, Home Depot sales associates were previous carpenters, plumbers, electricians, so when a customer came in trying to fix something in their home, the sales associates were able to answer questions and help point them in the direction of how to fix it themselves. But after Nardelli, he started cutting spending costs and let go of the over paid full time skilled workers and replaced them with part time, unskilled, and untrained sales associates. The morale of the store started to diminish under the military like regime which started effecting sales.
The customers expectations of home depot were high. From the beginning you were able to go into the store, find a sales associate, explain your project, and be able to leave knowing what to buy and how to fix it. Now customers were going to stores, if they were lucky to find a sales associate, chances are they didn’t know much about home improvement.
But Home depot is working towards making the company number one in customer service. They are hiring and training sales associates and have come up with an easy to use website and interactive mobile app. These are simple fixes, but took hard times for the company to realize what they needed to do to fix the issues.
Lastly, were going to look at Comcast. This company, like many cable services operates in an industry with little to no competition. So when you had issues with your service, you were pretty much forced to wait until someone came to fix it. You as a customer were not in control of this company, they controlled you. If there was an issue, you had to sit through long wait times on the phone, which could lead to not getting your issue fixed, or you were upsold other products. Then you would be forced to wait around a whole day for a technician to possibly show up. Comcast didn’t care about their customers, they cared about the bottom line. It wasn’t until 2010, a few years after streaming television became popular that comcast realized they are losing their customers to companies that provided the same services at cheaper prices; the customers finally had a choice and said no to comcast.
So their customer expectation was low, because you expected their service to work without having any issues if it needed to be fixed. But even with it being low, comcast still failed to reach our expectations. Now, after 60 years of service, comcast is started to make a turnaround to boost customer service. They are offering 2 hour appointment windows and easy to use mobile app. Hopefully these changes can help turn the customers around.
So lets take a look at the companies compared to the other leaders in the their industries.
Looking at Amazon vs Ebay, here you can see each of their satisfaction ratings and their stock prices from 2000 to present. Ebay never surpasses Amazon and hasn’t exceeded their stock prices. Amazon has always had good customer service and their stock shows it.
Since I tried to prove that customer service directly affects profit, here is a graph showing this correlation. Since they maintained there service, their stock continues to grow. Their a strong company and their stock shows it. Each time their customer satisfaction rate increased, their stock doubled. You can see in 2014 where the stock dipped while the satisfaction rating stayed about the same. This was do to amazon making large investments on new products and not receiving large returns.
Next you can see the comparison between FedEx and UPS. These 2 companies have had an ongoing battle in stock prices for years. But you can see that FedEx has almost always surpassed UPS’ customer satisfaction rating.
Like Amazon, FedEx has always strived to be the best, and their stock vs satisfation rating shows.
Now these graphs are a bit different from the norm so far, they show that Lowes has lower stock prices, but higher customer satisfaction ratings. This is partly to do with how Bob Nardelli ran the stores. You can see where ratings were low, the stock was low.
Now its hard to say with complete confidence that customer service has impacted profit and value for the home depot. the year after nardellis hire 2001, stock and rating dropped. From 2001 to 2008, satisfaction hovered around 70 points and the stock price fluctuated as well. The main reason is difficult to directly correlate stock to satisfaction is the large impact the housing market crash had on the stock market for everyone including the signifiacnt impact on sales for home improvement stores. However as the satisfaction increased from 2008 to 2011, so did the stock.
Lastly, we take a look at Comcast, Netflix, and Dish Network. You can see that stock prices for each company do correspond with customer satisfaction ratings.
Here you can see how prior to 2010, before they realized customers were important, their stock and ratings were almost parallel. Then after 2010, both started increasing.
So my original idea that customer service directly affects profits is proven. You are able to see it more clearly with companies that have had more recent reports of bad customer service like united airlines. When the incident happened with the man being forced off the plane, a few days after, the stock dropped. It has since gone back up, but you can see how quickly something like this can affect your profits.