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Customer delight
The document outlines strategies for enhancing customer service and achieving customer delight by understanding customer needs and expectations. Key points include the importance of retaining customers, mapping their journey, and maintaining proactive communication to foster positive relationships. It also provides a checklist to evaluate service effectiveness and avoid common mistakes in customer service.
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Customer delight
- 1. Customer Delight From Howto WOW Logo
- 2. Objectives Customer Communication Service Excellence Creating a WOW factor Feedback & Communication
- 3. Agenda What sortof a friend is your business and you? Why invest in excellent customer service? Who are your customers? Looking at your business through customer’s eyes 6 Things that all customers want Mistakes to Avoid Checklist for Customer Delight
- 4. What Sort ofa Friend is your Business?
- 5. Why invest inexcellent customer service? • Customers today have options • 78% of consumers have bailed on a transaction because of a poor service experience • It is 6-7 times more expensive to acquire a new customer than it is to keep a current one • It makes life difficult for your competitors • Retaining a customer is a proven skill
- 6. Who are yourcustomers? • Potential Customers • Existing Customers • Former Customers • Your colleagues
- 7. Looking at yourbusiness through customer’s eyes • Customer is no SME • Map the customer’s Journey
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- 12. Customer Feedback • Askyour current staff what do customers usually say? • Surveys • Review complaints
- 13. 6 Things customerwant 1. Make it easy 2. Set my expectations 3. Promises kept 4. Keep me informed 5. Proactive communication 6. Treat me as an individual
- 14. Mistakes to avoid 1.Not looking for customer feedback 2. Not working on customer feedback 3. Not informing customer of changes/updates 4. Making too many changes too soon 5. Not innovating 6. Small feel good factors
- 15. Building Customer Connecttips • Remember your customer is your best friend who is confused • Ask the customer to sit down and relax while you take care of the issues • Inform the customer how long the process would take • Smile at the customer • Ask questions to the customer so he feels like he is being listened to • Remember customer is not an SME
- 16. Checklist 1. Describe yourbusiness as your friend 2. What promises are you confident of making to your customers? 3. What is your customer’s feedback on experience? 4. How did you make the journey to solution easy? 5. Did you match customer’s expectations? 6. Did you keep promises? 7. Did you follow proactive communication?
Editor's Notes
- #5 Trainer to first ask how would they describe their best friend? Sweet, supportive, always there for you. Now they need to mention what comes to their mind when they see the icons. If the icons are their friend how would they describe these friends? They will understand that end of the day business also has to be a friend and companies that do not provide good service earn a reputation of a poor friend. Audience needs to write down, according to them, Progressive as a business is what kind of a friend and are they representing the same? They can write down what they are following and what according to them they need to follow and as the training progresses, they add that to the list
- #6 Trainer will act like a customer and each team will have to sell her makeup. Team 1 – Focus on product Team 2 – Focus on what customer needs Team 3 – Focus on ensuring customer smiles and feels very good De brief – Customers today have options, customers who feel good will come back, if ignored or if focused only on product and need customer will purchase but will always go back to where they felt nice. Trainer to ask
- #7 Potential Customers – Think about people who have not heard about your company? How will they hear? Imagine a situation where your current customer is so happy with you that he tells his contact that because of you his friend must contact Progressive. You would ideally be a brand for your company and people today are so happy when they feel good that they would love to discuss your service. Existing customers – When you are easy to work with, your existing customers will want to come back to you only. As an engineer when you not only solve their problem but you also make them feel good, they would not want to even consider other options Former Customers – This may sound funny but keeping in touch with a former customer will help bring new customers. Sending a simple happy birthday message invokes a feeling that would help a former customer recommend your service Your colleagues – You must remember the people you work with also become a customer because the wealth of knowledge and experience can be earned from your colleagues. A colleague would love to help you if you ensure you help them and also remember being a good friend we learnt in the start
- #8 Customer is no SME – Having been a part of your current role you would know the service that needs to be provided as a SME. You would know what simple solutions are out there to common complex problems. Often you will forget the customer does not know that. You would react in a manner the customer feels like he made an unnecessary request. While its not your intention to do so, you forget that the customer is not an SME and if you simply remember customer is your best friend who is confused you would be happy to help him/her.
- #9 A café for example can attract customers via Website/Premises/newspaper ad. Lets start with Website – What info will a customer want on the website? Menu, opening timings & contact number – If contact number is missing customer will not know when to contact. How often when we go to service customers do we check with the customer if anything else is required? We being an SME we would know if any other common issues customer face. Asking them is delivering excellent service
- #10 Now if no one picks up the call, the customer is going to call someone else and book a table. Similarly if you do not attend to a customer’s call the customer may choose to call someone else. One suggestion would be to ensure you call the customer back as soon as you see the missed call and apologize at the start of the call.
- #11 Now if no one picks up the call, the customer is going to call someone else and book a table. Similarly if you do not attend to a customer’s call the customer may choose to call someone else. They may call someone else from Progressive or may not. One suggestion would be to ensure you call the customer back as soon as you see the missed call and apologize at the start of the call.
- #12 The same situation can occur if the customer sees an advertisement. The key takeaway here is the fact that no matter what attracts a customer, it is the service that retains the customer. Create your customer map – Chart paper to be provided and broken into 4 sections – Awareness, consideration, Customer & leaving. Under awareness write down all the different ways someone could be aware of your excellent service – Ex : asking them for additional service? Asking them how is their day going? Asking them how long have they been facing this issue and making them feel like they have someone to talk to Under consideration – Write down how can you show your customer would want to consider you again for the service? Ex: Handing them a business card, mentioning to them if “x” issue occurs again call them immediately etc Under Customer – Write down common responses customer ask/ may ask and how would you help them? Ex – Why is this issue happening so often? Response : You see Mr.Customer this issue has been occuring due to x,y,z reason. I understand it can be quite frustrating especially when you must be in the middle of work. Not to worry let me handle it for you in a manner this does not occur so often/ let me handle this to ensure it does not happen again Under leaving – Write down why will a customer no longer want to do business with you. Ex – Customer needs a change as his issue is not getting sloved and write down possible solutions to retain the customer To complete the map under each section write down where can the customer find a solution so even if you cannot help the customer, you can direct him/her. Ex – Dell battery needs to be replaced “ So sorry Mr.Customer your battery needs to be changed by the service provider, give me 10 minutes and I shall tell you the nearest service center, also they should not charge you more than “x” amount”
- #13 Ask your colleagues what kind of responses they get Conduct online surveys Review complaints and work on them Make a colleague/supervisor ask for you as people give honest feedback behind the person’s back – hard truth
- #14 Customers want to ensure whatever needs to happen must cover the above. Activity – Trainer to act like a customer and one from audience to help her uninstall a program NOTE – Trainer and service provider cannot see each other, nor can the service provider see the screen and de brief to cover the above points