Downloaded 11 times
Uploaded byRichard Mulvey
The power series customer service 2020
This document outlines Richard Mulvey's Power Series on creating raving fans through excellent customer service. It discusses 10 topics over 10 weeks focused on customer service excellence. Key points include that having satisfied customers is not enough, businesses need to develop raving fans through creating a customer service vision, listening to customers, focusing on products, service, employees, and properly handling complaints. The goal is to ensure customers return through friendly service, quality products, and customer care.
More Related Content
![[Webinar] Make Small Talk Track Changes - See Big Sales Iimprovements](https://cdn.slidesharecdn.com/ss_thumbnails/smalltalktrackchangesbigsalesimprovements-150805161511-lva1-app6891-thumbnail.jpg?width=640&height=640&fit=bounds)
Similar to The power series customer service 2020
![Customer service training[1]](https://cdn.slidesharecdn.com/ss_thumbnails/customerservicetraining1-120818024251-phpapp02-thumbnail.jpg?width=640&height=640&fit=bounds)
The power series customer service 2020
- 1. Power Series Creating RavingFans by Richard Mulvey
- 2. The Power Series2020 Week 1 - Getting New Customers Week 2 - Selling over the Telephone Week 3 - Sales Proposals and Presentations that Win Week 4 - Handling Objections/Closing the Sale Week 5 - Sales Negotiation Week 6 - Key Account Management Week 7 - 7 Habits of Highly Successful Salespeople Week 8 - Selling at your Higher Price Week 9 - Selling Face to Face - (online or on the road) Week 10 - Customer Service - Creating Raving Fans
- 3. What are wegoing to discuss today? Why Satisfied Customers is not enough Creating a customer Service Vision Listen to your customers - Stop Listening Your Products Your Service Your People Handing Complaints
- 4. The Business ofBusiness The Business of Business is to Satisfy Customers
- 5. What do wedo all day? Reports to write Meetings to attend E-mails to answer Proposals to write Strategies to develop Staff to supervise Deliveries to organise More meetings Secretary’s lunch Pacify the Boss Input/check Data Read the Junk Mail Yet more meetings Talk to a customer
- 6. What do salespeople do? Make sure the Customers Return
- 7. Why do CustomersReturn? Friendly Service Quality Product Best Price 45% 36% 19% Customers Care about Customer Care!
- 8. The Bad News Havingsatisfied customers is not enough. We need to develop Raving Fans!
- 9. Raving Fans! Create aVision Find out what your Customers want Deliver - one step at a time
- 10. How to createa vision Get together in departmental groups Be the customer Make notes on what you see
- 11. Find out whatthe customer wants Ask and Listen Discard things you don’t want Think beyond the “Faster Horse”
- 12. Listen - StopListening 1997 - Movie rental 2000 - Movies sent in the post for a monthly rental 2001 - Customer survey - Greater Selection of movies - Delivered by Fedex rather than post - Lower fees 2007 - Streaming 2013 - Create their own content
- 13. Online reviews andSocial Media Twitter #QantasLuxury Clicks Hello Peter You Tube
- 14. Online reviews andSocial Media
- 15. Three Areas ofCustomer Service Your Product / Service Your People Your Systems
- 16. Your Product /Service Does it work? Is it designed with the customer in mind?
- 17. Plastic bubble packaging YourProduct / Service
- 18. Your Product /Service
- 19. Your Product /Service
- 20. Your Product /Service
- 21. Your Product /Service
- 22. Your Product /Service
- 23. Your Product /Service
- 24. Your Product /Service
- 25. Your Product /Service
- 26. Your Product /Service
- 27. Your Systems Are yoursystems customer friendly? Do you have systems for every customer interaction?
- 28. Your People Do youcare about them? Do they care about the customers? Do they have the skills?
- 29. Make them feelwelcome What is the sweetest sound in the world? Flatter them Make them feel like a close friend coming into your home
- 30. What is thebest thing the customer can do for you?
- 31. Complain! 96% of dissatisfiedcustomers never complain. 90% of customers who are unhappy with the service never return. If you fix the problem, 50% - 74% will return. If you fix it straight away...... 96% will stay Forever!
- 32. Listen! Remain calm andobjective Don't Argue / Don't interrupt Empathize Tell the customer what you will do Then do it! Complaints
- 33.
- 34. Summary Why Satisfied Customersis not enough Creating a customer Service Vision Listen to your customers - Stop Listening Your Products Your Service Your People Handing Complaints
- 35.
- 36. Power Series Creating RavingFans by Richard Mulvey