This document discusses how to create "raving fans" customers by following three secrets: decide, discover, and deliver. It recommends businesses 1) decide on a vision of customer perfection, 2) discover what customers really want through defining customer types and their needs, and 3) deliver service that exceeds expectations consistently through people and systems. Consistency, flexibility, listening to customers, and quantifying feedback are emphasized as keys to success.

1. Welcome to a session on…

2. by NONVERBALS  CONSULTING

3. Session Objective NonVerbals   To bring about consistency in meeting and exceeding customer needs and thereby providing ‘Raving Fans Service’

4. A Definition NonVerbals   Raving Fans Customer Satisfaction V S

5. NonVerbals   Customer Satisfaction: Meeting with Customer’s requirements

6. NonVerbals   Raving Fans: Owning of Customers

7. 3 Secrets towards creating Raving Fans NonVerbals  

8. DECIDE DISCOVER DELIVER D D D NonVerbals  

9. 1 st Secret Decide what you want NonVerbals  

10. Follow thru: Create a Vision of Perfection (centered around the customer) NonVerbals  

11. Ask Yourself: what is actually happening? See where the bumps & the warts are NonVerbals  

12. An Assignment: THE CYCLE OF SERVICE CHART NonVerbals   A circular “clock-face” chart showing the sequence of interactions encountered by the customer in any complete service delivery experience

13. M.O.T - A Definition A “Moment of Truth” occurs anytime & every time the customer comes in contact with some aspect of the organization and uses that opportunity to judge the quality of service the organization is providing” NonVerbals  

14. 2 nd Secret Discover what the customer wants NonVerbals  

15. Define your customer NonVerbals   Who are the customers ? Anybody who touch your product or service. What do customers really want? They may say one thing and mean another thing. Your vision should include every single customer’s vision.

16. NonVerbals   Enhanced Service (Illustrated - not expected) Support Services (Stated) Core Product (Basic Need) Three Rings

17. NonVerbals   3 rd Secret Deliver + 1

18. NonVerbals   3 rd Secret The Magical Secret Deliver the vision plus 1 (%)

19. NonVerbals   3 rd Secret Consistency is CRITICAL and it creates CREDIBILITY Limit the areas of making a difference allows you to be CONSISTENT you will be much FURTHER AHEAD

20. NonVerbals   3 rd Secret Do not drive promises down, drive deliveries up - creates RAVING FANS Ensure consistency by SYSTEMS Systems give you a floor and not a CEILING

21. NonVerbals   3 rd Secret Customer Service is People & People

22. NonVerbals   Few Tips Create uniqueness for its customers and exceed their expectations Understand how they impact the delivery of service internally and/or externally Take part in planning the service delivery process Participate in the measurement of service quality

23. NonVerbals   Last Few Tips Proactively identify disgruntled customers, recover and continually improve the service process Listen intently to your external customers and internal customers Quantify the information, & respond to customer expectations Have the flexibility to handle customer issues as they occur

24. NonVerbals   Success is directly proportional to IMPLEMENTATION

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