Extraordinary Customer Service
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This document discusses the importance of providing extraordinary customer service. It notes that customer service is important for business success and retaining existing customers is six times cheaper than acquiring new ones. The document outlines key customer service skills like listening attentively and following up promptly. It also discusses processes like establishing clear customer service targets and policies for issues like complaints, refunds, and social media interactions. The overall message is that businesses should focus on delivering exceptional customer experiences through both strong customer service skills and well-defined customer service processes.
Extraordinary Customer Service
- 4. 1.Think of a poor customer service experience 2.Think of an extraordinary customer service experience
- 5. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
- 6. 1. Why is Customer Service Important? Extraordinary Customer Service is Simple Helps Your Bottom Line
- 7. Why Customers Leave 1. Poor Quality 2. Poor Customer Service 3. Lack of Something New
- 8. 6 times more expensive to recruit a new customer than have a current one return
- 9. Repeat Rate Repeat Customers 歎 Customers Year 1 = Repeat Rate Target Repeat Rate 30-50%
- 10. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
- 11. 5 Stages of Attachment 5. Advocacy 4. Community 3. Relationship 2. Identity 1. Awareness
- 12. I know you exist.1. Awareness 2. Identity You have something for me. 3. RelationshipI think that the benefits will outweigh the risks. I register. 4. Community The benefits do outweigh the risks. I like the information and people. Let me try again. 5. Advocacy You guys are the greatest. I am going to tell all of my friends!!
- 13. Dont you find it odd that people will put more work into choosing their mechanic or house contractor than they will into choosing the person who grows their food. Joel Salatin
- 15. Your Customers 1. Want moneys worth 2. Quality & service 3. Evaluate purchases continuously
- 16. Who will register next time? Registered Before Same Demographic Characteristics Returning Customers Refer Other Customers
- 17. Small businesses - zip code Market Segments 1. 2 demographics per segment Seniors <30 minutes Single college students
- 18. Best Customers 1. 20% that generate 80% income 2. Find them Most Recent Monetary Value 3. Survey Birthdate - community Occupational speciality - professional
- 19. With your best customers 1. Tell them 2. Add value
- 20. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
- 21. 1. Smile when talking 2. Stop, Listen, Repeat
- 22. xs 3. Inquiry 24 Hour Rule 4. Follow-up inquiries 3 Times
- 23. 5. Special Touch 6. Thank You & Youre Welcome
- 24. 7. Email 1. Respond Same Day 2. Thank You 3. Contact Information 4. Provide Further Assistance 5. Other Products 6. Acknowledge Other Email
- 25. 9. Names 8. Voice Mail & eMail Information Options
- 26. 10. Registration 27/7 5+ options Confirmation 11. Would you like to register?
- 27. 12. Have fun!
- 28. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
- 29. Complaints You are ___ Emotional - Business - Emotional Authority To Walk Away
- 30. Social Media Complaints Personal Contact Thank you What happened? Find solution Online Thank you How to contact you What would you like?
- 31. Frequent Conversations 1. 1-2 Questions 2. Different Customers Different Times 3. Expectations Shifting
- 32. FAQs 1. Questions & answers 2. Distributed 3. Updated 4. Online
- 33. Refunds 1. Liberal policy 2. Offer vouchers first
- 34. Customer Targets Rings to answer phone Respond to walk-in customer Return voice mail Confirmation of registration Refund Inquiry response Cancellations
- 35. Exceed Expectations 1. Internal Customer Targets 2. Add additional time 3. Tell your customers
- 36. Tweak
- 37. Extraordinary Customer Service 1. Why? 2. Customers 3. Skills 4. Processes
- 39. Materials, reports, whitepapers and other items are exclusive content produced by the professional staff and consultants of the Learning Resources Network (LERN), and may not be reproduced without written permission. For more information contact LERN at info@lern.org, (800) 678-5376, or visit www.lern.org.