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Standing Out From The Crowd By Wearecloudberry Com


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devised by, who are based in New Zealand, this forms part of a course designed to meet the real needs of clients who have identified service issues.
Delivered to hundreds of attendees in conjunction with a work book.

Published in: Business, Education
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Standing Out From The Crowd By Wearecloudberry Com

  1. 1. Stand out from the Crowd<br />excelling in customer service<br />more available at<br />
  2. 2. This presentation forms part of a 3 hour work shop on that rarely mastered skill – great customer service.<br />It’s delivered to the whole team and every aspects relates back to the individual business and its environment.<br />It’s because we have delivered this so many times that we are very firm advocates for service design<br />andycollyer –<br />
  3. 3. 2<br />3<br />4<br />What?<br />1<br />Introduction<br />Why me?<br />tasks<br />achievements<br />
  4. 4. Why?<br />
  5. 5. 10% more <br />per product<br />Repeat sales<br />Great word<br /> of mouth<br />Advocates<br />Excel in service standard<br />Smile!<br />Listen!<br />Fulfill!<br />Follow up!<br />
  6. 6. Breaking News<br />Newsflash <br /> Staff Members are Customers shocker<br />New research has just identified a stunning new fact that has been missed entirely by most <br />Business owners – staff members are internal customers!<br />How so? Well, researchers have discovered that employees who are looked after, nurtured, trained, rewarded, acknowledged and well managed will reflect all of these attributes when they are relating to customers. <br />Yes, a company that doesn’t look after its team is not very likely to set new standards of customer service.<br />Hey, guess what, this is a training session aimed at improving our service and you come first.<br />Are we going to stand out from the crowd? You bet!<br />
  7. 7. Smile<br />Greet<br />Listen<br />Solve<br />Step 1<br /><ul><li>Smile
  8. 8. Acknowledge
  9. 9. Eye contact</li></ul>Step 2<br /><ul><li>Hi…
  10. 10. How are you today
  11. 11. How can I HELP?</li></ul>Step 3<br /><ul><li>Hear well
  12. 12. Open questions
  13. 13. Repeat back</li></ul>Step 4<br /><ul><li>Present
  14. 14. Confirm
  15. 15. Deliver</li></li></ul><li>All good!<br />Friendliness<br />Fairness<br />Information<br />Understanding <br />& Empathy<br />Control<br />Options &<br /> Alternatives<br />+ You!<br />All free!<br />Six Basic Needs<br />We all need this<br />It’s not hard<br />
  16. 16. You<br />Me<br />I do<br />I need<br />YUM<br />MY BUSINESS<br />4 easy steps<br />
  17. 17. We can all think of one<br />Remember<br />Use<br />Improve<br />Apply<br />Cafe<br />Store<br />Phone<br />Slow service, cold coffee<br />Too busy, cheap product<br />IVR, bill wrong<br />
  18. 18. How good am I?<br />How did I score<br />Gold<br />Silver<br />Bronze<br />90%<br />35%<br />Oh dear..<br />Add text title<br />20%<br />10%<br />
  19. 19. Want<br />Desire<br />Need<br />Must have<br />Effective Listening<br />
  20. 20. Product A<br />Product B<br />Product C<br />Product D<br />
  21. 21. Key Products<br />Number 1<br />Number 2<br />Number 3<br />Number 4<br />
  22. 22. You mean our customers are different!<br />
  23. 23. 55%<br />45%<br />70%<br />70%<br />Great Service<br />Poor Service<br />Having Service Standards<br />Poor Service<br /><ul><li>Don’t spend
  24. 24. Stay away
  25. 25. Bad WOM</li></ul>Great Service<br /><ul><li>Spend more
  26. 26. More often
  27. 27. Refer more</li></li></ul><li>Don’t say<br />Can’t<br />You’re wrong<br />We never<br />Hard No<br />Hard No<br />Saying No<br />Eye contact<br />Uh-uh, uh-uh<br />Nod your head<br />Don’t be<br />Curt<br />Negative<br />Won’t<br />Easy Way<br />
  28. 28. Wash up<br />We’ll only get better<br />We will grow our business<br />Our customers will rave about us<br />We will have more fun!<br />
  29. 29. You can view more of our presentations online by visiting our pages on or by checking in at<br />