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The Making of    $-! "    !%()&$% "%#’       #201-,(/ %(/3*’(          &-/+0)-.         Zulkifli Mohd           14th May 2...
Let’s  Discuss            2
What’s your role?Your role – Why’dcare?Who are customers?How to keep ‘em!How to lose ‘em!Loyalty FactsWhat Does ACustomer ...
Who Are You?Your Roles?               4
Who are You?: Your Roles 1. Why are you in this job? 2. What do you hope to get in this job?                              ...
YourReal Role…             6
Make Customer Feel Good!!!                7
Deliver      GreatCustomer Experience                      8
Who is OurCustomers?             9
Who are Customers?   The Customer is the business’s biggest asset   The Customer pays our salaries   The Customer will go ...
Your Customer 1. One thing that you like about serving    your customer 2. Share your best moments with the    customer   ...
How to Lose Them?  SURE-FIRED WAYS TO DRIVE ‘EM AWAY  —   Ensure long waits  —   Give ‘em the "run-around"  —   Answer wit...
How to Keep Them? Being The Best -- Everyday!    HIGHLY EFFECTIVE CUSTOMER SERVICE PEOPLE:    — Exceed customer expectatio...
Loyalty FactsEmployees’ attitudes make a difference to brand loyalty         68%                              41%         ...
Facts about Dissatisfied Customers• The average company loses approximately  20% of its customers each year. - U.S Bureau ...
Facts about Dissatisfied Customers• Average business doesn’t hear from 96% of  unhappy customers.• For every 1 complaint r...
Facts about Our Customers  Did You Know?     Happy customers who have their problems     resolved will tell 4-6 people abo...
How DoesA Customer Wants?                    18
MOT: Moment of TruthEach customer contact is called a moment of truth.Every moment of truth is an opportunity to makeeithe...
What Does the Customer Want?    Moments of Magic           Moments of Misery             ?                         ?      ...
What Does the Customer Want?      The Customer want to be         made feel special                                21
How Do I Makethe Customers feelSpecial?                     22
Great Customer Experience Clip 1Shep HykenGreat Customer Experience Clip 2Scott McKainGreat Customer Experience Clip 3Patr...
Our   ATTITUDETowards the Customer
Loyalty FactsEmployees’ attitudes make a difference to brand loyalty         68%                              41%         ...
Contrasting Views               Are You Delivering a               Superior Experience?                     80%           ...
GOLDEN RULES     Ask not what the customer will do for you!     Assume not what the customer expects from     you!     Fin...
Strategy to Success: DELIVER VALUE!         Don’t just repair products —                   solve problems                 ...
WhyAttitudeIs So Important?                   29
Why Attitude is So Important?Let each letter of the alphabetic has a value equalsto it sequence of the alphabetical order:...
Why Attitude is So Important?Let each letter of the alphabetic has a value equalsto it sequence of the alphabetical order:...
Great                       Customer                       Experience          Make          Customer          Feels Good ...
How Do    We MakeOur Service Team     No.1     ???                   33
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Customer service attitude course

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Customer service attitude course

  1. 1. The Making of $-! " !%()&$% "%#’ #201-,(/ %(/3*’( &-/+0)-. Zulkifli Mohd 14th May 2009 1
  2. 2. Let’s Discuss 2
  3. 3. What’s your role?Your role – Why’dcare?Who are customers?How to keep ‘em!How to lose ‘em!Loyalty FactsWhat Does ACustomer Want?How to be No. 1? 3
  4. 4. Who Are You?Your Roles? 4
  5. 5. Who are You?: Your Roles 1. Why are you in this job? 2. What do you hope to get in this job? 5
  6. 6. YourReal Role… 6
  7. 7. Make Customer Feel Good!!! 7
  8. 8. Deliver GreatCustomer Experience 8
  9. 9. Who is OurCustomers? 9
  10. 10. Who are Customers? The Customer is the business’s biggest asset The Customer pays our salaries The Customer will go where s/he receives the best attention You must be your customer’s best choice ! Not dependent on us - we on him! Not an interruption to our work - the reason for it! Not an outsider to the business - part of it! We’re not doing him a favour by serving him - he’s doing us a favour by giving us his business 10
  11. 11. Your Customer 1. One thing that you like about serving your customer 2. Share your best moments with the customer 11
  12. 12. How to Lose Them? SURE-FIRED WAYS TO DRIVE ‘EM AWAY — Ensure long waits — Give ‘em the "run-around" — Answer with, "Thats not my job", "I just do what they tell me", "We cant do that", and "our policy… " — Bad-mouth your program, the organization or the competition — Demonstrate your lack of product or service knowledge — Be an "uncaring" customer service person — Fail to follow-up — Use the voice tone that says you don’t care — Confuse ‘em with inconsistent body language 12
  13. 13. How to Keep Them? Being The Best -- Everyday! HIGHLY EFFECTIVE CUSTOMER SERVICE PEOPLE: — Exceed customer expectations — Find out how customers want to be treated — Know the customers needs are a priority — Listen effectively to ensure they understand the customer — Don’t take complaints personally — Look and act like a professional — Keep learning — Keep teaching — Smile genuinely — Respect the customer 13
  14. 14. Loyalty FactsEmployees’ attitudes make a difference to brand loyalty 68% 41% 70%of customers LEAVE of customers of of customers brandbecause of poor customers are perception isemployee attitude LOYAL because of determined by a good employee experiences withSource: Parkington and Buxton, attitude PEOPLEStudy of the US Banking Sector,Journal of Applied Psychology Source: MCA Brand Ambassador Source: Ken Irons, Market Leader Benchmark 14
  15. 15. Facts about Dissatisfied Customers• The average company loses approximately 20% of its customers each year. - U.S Bureau of Consumer Affairs• It costs five times more money to attract new customers than to keep existing customers satisfied. – General Motors Study• Even if you achieve 95% customer satisfaction, you still have 50 customers out of every 1,000 walk away dissatisfied. - Unknown• For every 1 dissatisfied customer who complains, there are 26 others who say nothing. Of those 26, 24 will not come back. – U.S Bureau of Consumer Affairs 15
  16. 16. Facts about Dissatisfied Customers• Average business doesn’t hear from 96% of unhappy customers.• For every 1 complaint received, there are 24 people with unvoiced problems, 6 of which are serious.• > 90% who are dissatisfied with the service they receive will not buy again or come back. 16
  17. 17. Facts about Our Customers Did You Know? Happy customers who have their problems resolved will tell 4-6 people about their positive experience. A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem. It costs five to six times as much to get a new (first time) customer as it does to keep a current one. 17
  18. 18. How DoesA Customer Wants? 18
  19. 19. MOT: Moment of TruthEach customer contact is called a moment of truth.Every moment of truth is an opportunity to makeeither a favourable or unfavourable impression onyour customer – satisfy or dissatisfy your customerConvey the correct message at each transaction 19
  20. 20. What Does the Customer Want? Moments of Magic Moments of Misery ? ? 20
  21. 21. What Does the Customer Want? The Customer want to be made feel special 21
  22. 22. How Do I Makethe Customers feelSpecial? 22
  23. 23. Great Customer Experience Clip 1Shep HykenGreat Customer Experience Clip 2Scott McKainGreat Customer Experience Clip 3Patricia Fripp 23
  24. 24. Our ATTITUDETowards the Customer
  25. 25. Loyalty FactsEmployees’ attitudes make a difference to brand loyalty 68% 41% 70%of customers LEAVE of customers of of customers brandbecause of poor customers are perception isemployee attitude LOYAL because of determined by a good employee experiences withSource: Parkington and Buxton, attitude PEOPLEStudy of the US Banking Sector,Journal of Applied Psychology Source: MCA Brand Ambassador Source: Ken Irons, Market Leader Benchmark 25
  26. 26. Contrasting Views Are You Delivering a Superior Experience? 80% “YES” Are You Receiving a Superior Experience? 8% “YES” Company Customer Perspective Perspective Source: Bain & Company 26
  27. 27. GOLDEN RULES Ask not what the customer will do for you! Assume not what the customer expects from you! Find out the customer’s expectation and meet it. 27
  28. 28. Strategy to Success: DELIVER VALUE! Don’t just repair products — solve problems 28
  29. 29. WhyAttitudeIs So Important? 29
  30. 30. Why Attitude is So Important?Let each letter of the alphabetic has a value equalsto it sequence of the alphabetical order:A B C D E F G H I J K L M N O P Q R S T U V W X Y Z1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 S K I L L S 19 11 9 12 12 19 = K N O W L E D G E 11 14 15 23 12 5 4 7 5 = H A R D W O R K 8 1 18 4 23 15 18 11 = A T T I T U D E 1 20 20 9 20 21 4 5 = 30
  31. 31. Why Attitude is So Important?Let each letter of the alphabetic has a value equalsto it sequence of the alphabetical order:A B C D E F G H I J K L M N O P Q R S T U V W X Y Z1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 S K I L L S 19 11 9 12 12 19 = 82 K N O W L E D G E 11 14 15 23 12 5 4 7 5 = 96 H A R D W O R K 8 1 18 4 23 15 18 11 = 98 A T T I T U D E 1 20 20 9 20 21 4 5 = 100 31
  32. 32. Great Customer Experience Make Customer Feels Good No. 1Service Team
  33. 33. How Do We MakeOur Service Team No.1 ??? 33

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