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Customer service 3 deluded to devoted
The document outlines an upcoming customer service masterclass presented by Sue Brodie. The masterclass will focus on defining customers, customer service skills that matter, and dealing with difficult customers. Attendees will learn how to move customers from being deluded to being devoted by focusing on delivering happiness through exceptional customer experiences and active listening rather than self-promotion. The presentation encourages participants to make each customer interaction amazing through small acts of kindness and having a fun, engaging approach.
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Customer service 3 deluded to devoted
- 1. presented by SueBrodie mindstream Customer Service Masterclass
- 2. Business Masterclass Series DefineYour Customers Customer Service Skills that Matter Dealing with Difficult Customers Move your Customers From Deluded to Devoted Wed 5th October Thu 27th October Tue 8th November Tue 22nd November
- 3. Rules of engagement Phonesoff or on silent One conversation at a time Be curious Be courageous
- 4. ORDINARY WHAT ONE THING DID YOU IMPLEMENT TOMOVE FROM ORDINARY EXTRA TO
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- 6. tomers pays morein the long run than focusing on solely on you Competitive Edge Reputation Matters Return on Sales Cost of Complacency Loyalty
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- 8. bout telling peoplehow amazing you are, its about creating experiences t
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- 10. Listening to yourcustomers
- 13. “It’s little thingslike this that earn business. If I got this card I would never use another mechanic in my life.”
- 14. Skills that Matter MAKEEACH DAY RIDICULOUSLY AMAZING
- 15. Moments of Misery Momentsof Magic
- 16. How to movefrom Ordinary to ExtraOrdinary
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Editor's Notes
- #7 55% of business owners focus on what their competitive edge is as opposed to 20% who focus solely on profits. 15% don't focus on anything in particular! 95% of customers say they will happily share their poor customer service experience on social media Companies that make customer service a priority see 12 times the return on sales compared to those that don’t. 86% of customers stopped doing business with a company because of bad customer service Customer loyalty is key to commercial success A 5% increase in customer retention can increase profits by 25-50%