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. IMPROVED PERFORMANCE SOLUTIONS When Your Customers Engage Is Your Team Ready? Cop yright 2010 Improved Performance Solutions

2. Goals for Session Understand the things that affect customer retention How to assess areas that need change What to DO to improve customer retention How to implement change How do we get change to stick Copyright 2010 Improved Performance Solutions

3. What Business are You in? Copyright 2010 Improved Performance Solutions

4. What Business are You in? The Customer Business Copyright 2010 Improved Performance Solutions

5. Glenn’s Rule #1 Excellent Customer Service is the Same in Every Industry Copyright 2010 Improved Performance Solutions

6. What is Excellent Customer Service? Copyright 2010 Improved Performance Solutions

7. Excellent Customer Service Excellent customer service is the ability of your organization to consistently exceed customer expectations. Excellent customer service needs to be the philosophy of the whole company . Copyright 2010 Improved Performance Solutions

8. After having a poor customer experience *…. 86% of people told family, friends and co-workers 20% posted negative comments online 15% of people stopped doing business with the company 64% of people switched to competitors How do you impact these numbers? Copyright 2010 Improved Performance Solutions *2009 Accenture Customer Service Report

9. How to Begin? What is the level of customer service that you want to deliver? Where does it need to be executed? How should it be executed? How do you make sure you are doing it consistently? Copyright 2010 Improved Performance Solutions

10. Where to look? EVERYWHERE YOUR BUSINESS INTERACTS WITH YOUR CUSTOMERS! Copyright 2010 Improved Performance Solutions

11. Copyright 2010 Improved Performance Solutions Service BDC/Internet F & I Operations Management Reception Sales Dealership

12. Copyright 2010 Improved Performance Solutions Dealership Email Face to Face Phone Advertising & Web Product Customer

13. Assess what is currently happening Stop for 30 seconds and look around to see what the customer sees. Are you happy? The 5 Why’s or What’s Be honest with yourself Copyright 2010 Improved Performance Solutions

14. What to implement Take on one area at a time Analyze what is currently happening Keep what’s working Copyright 2010 Improved Performance Solutions

15. Glenn’s Rule #2 If it bothers you…Don’t Do It Copyright 2010 Improved Performance Solutions

16. How to create change Focus on actions Define what you have to DO to change Standardize as much as possible Copyright 2010 Improved Performance Solutions

17. How to Train your staff Person training is a good teacher All training is documented Consistent schedule for training Copyright 2010 Improved Performance Solutions

18. 5 Step Coaching Process Open the Door Explore what they know Agreement Demonstrate / Role-play Final review Copyright 2010 Improved Performance Solutions

19. Tips for Effective Coaching Make sure you are setting the right example yourself. Your team will take their cues from you. Effective Communication: Specific/Do-able Consistency Accountability Catch them doing it right! Copyright 2010 Improved Performance Solutions

20. Steps for Excellent Customer Service Copyright 2010 Improved Performance Solutions

21. Listen to your customers to understand their needs Nothing frustrates a customer more than having to repeat themselves because you are not listening. Ask questions so you are clear on what the customer is expecting. Copyright 2010 Improved Performance Solutions

22. Get the information the First time DO NOT focus on the next question DO NOT focus on the next customer FOCUS on getting correct information Copyright 2010 Improved Performance Solutions

23. Tell them what you CAN do, not what you CAN’T do Copyright 2010 Improved Performance Solutions

24. Deliver what you say Manage Expectations Communicate with other departments to make sure your timetable works with others Copyright 2010 Improved Performance Solutions

25. Your #1 Job: Be of Service Make sure that when you hang up or the customer leaves, you have done EVERYTHING you could have. Copyright 2010 Improved Performance Solutions

26. Go the Extra Mile They may not always say so, but people notice when you make the extra effort and will tell other people . Give your staff the power to make those small customer-pleasing decisions themselves like giving an extra discount without having to check every time. Copyright 2010 Improved Performance Solutions

27. Things you may not realize your doing Body Language Watch your comments after dealing with a customer. You never know who is listening or watching! Too focused on one task you miss what is in front of you Physical space customers see Copyright 2010 Improved Performance Solutions

28. Copyright 2010 Improved Performance Solutions Dealership Email Face to Face Phone Advertising & Web Product Customer

29. Steps for Excellent Customer Service Listen to your Customers Get the info the first time Tell them what you CAN do, not what you CAN’T Remember: Your #1 job is to be of service Deliver what you say Go the extra mile Copyright 2010 Improved Performance Solutions

30. Glenn’s Rule #3 Follow up! Follow up! Follow up! Copyright 2010 Improved Performance Solutions

31. Q & A Copyright 2010 Improved Performance Solutions

32. Thank You for Your Time Improved Performance Solutions 16 Mt Bethel Rd. #181 Warren, NJ. 07059 732-261-5472 Twitter.com/sidebysidecoach Facebook.com/improvedperformancesolutions www.ipsforyou.com [email_address] Copyright 2010 Improved Performance Solutions