Customer Service- Wowing or Wounding?. tcg group...growing your business by growing your people Who...
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Customer Service-Customer Service-Wowing or Wounding?Wowing or Wounding?
tcg group...growing your business by growing your people
Who isWho is tcg group?tcg group? Offer customized training and Offer customized training and
consulting servicesconsulting services Focused on…Focused on…
Customer Service Strategy & TrainingCustomer Service Strategy & Training Leadership & Organizational Leadership & Organizational
DevelopmentDevelopment Performance Management StrategyPerformance Management Strategy Recruitment and SelectionRecruitment and Selection Business Needs AnalysisBusiness Needs Analysis
tcg group...growing your business by growing your people
Today’s GoalToday’s Goal This hour has only sixty minutesThis hour has only sixty minutes I’ll talk about customer service I’ll talk about customer service
strategy in somewhat general terms strategy in somewhat general terms and at a high leveland at a high level
If my comments pique your interest If my comments pique your interest we can talk in more detail after the we can talk in more detail after the session or I can set a time to visit session or I can set a time to visit with youwith you
tcg group...growing your business by growing your people
Why would you want to Why would you want to maximize your service to maximize your service to customers?customers?
tcg group...growing your business by growing your people
You want to retain existing customersYou want to retain existing customers You want to gain new customersYou want to gain new customers Customers have choice and they Customers have choice and they
don’t have to choose youdon’t have to choose you The competitive landscape is The competitive landscape is
continually changingcontinually changing You want competitive advantage!You want competitive advantage! You want to establish & maintain a You want to establish & maintain a
positive reputationpositive reputation
tcg group...growing your business by growing your people
The Customer Service RealityThe Customer Service Reality
Customers can be pulled in many Customers can be pulled in many directions. directions.
Your customers can be drawn from Your customers can be drawn from you to a competitoryou to a competitor
You can draw customers from your You can draw customers from your competitors to youcompetitors to you
tcg group...growing your business by growing your people
The Core QuestionThe Core Question
“ “Why would someone do Why would someone do business with you business with you rather than someone rather than someone else?”else?”
tcg group...growing your business by growing your people
Competitive Advantage-Competitive Advantage-Why do business with you?Why do business with you?
PeoplePeople
ProcessesProcesses
PricePrice
ProductProduct
CompetitiveAdvantage
CompetitiveAdvantage
tcg group...growing your business by growing your people
PeoplePeople
ProcessesProcesses
PricePrice
ProductProduct
CompetitiveAdvantage
CompetitiveAdvantage
tcg group...growing your business by growing your people
Product Product
QualityQuality VarietyVariety UniquenessUniqueness Value-adds that will entice customers Value-adds that will entice customers
You have to have a reputable product You have to have a reputable product just to be a player!just to be a player!
tcg group...growing your business by growing your people
PeoplePeople
ProcessesProcesses
PricePrice
ProductProduct
CompetitiveAdvantage
CompetitiveAdvantage
tcg group...growing your business by growing your people
PricePrice
Price is relativePrice is relative Price may or may not be a Price may or may not be a
differentiatordifferentiator Price may or may not be a deciding Price may or may not be a deciding
factor for customers factor for customers
You have to be competitive in your You have to be competitive in your niche market, but it is not likely to niche market, but it is not likely to differentiate you significantly!differentiate you significantly!
tcg group...growing your business by growing your people
PeoplePeople
ProcessesProcesses
PricePrice
ProductProduct
CompetitiveAdvantage
CompetitiveAdvantage
tcg group...growing your business by growing your people
ProcessesProcesses
Standard Operating Procedures that Standard Operating Procedures that apply to every customer relationshipapply to every customer relationship
ResponsivenessResponsiveness Delivery timesDelivery times Turnaround timeTurnaround time Ability to avoid dissatisfaction and Ability to avoid dissatisfaction and
mitigate concerns that customers mitigate concerns that customers may havemay have
tcg group...growing your business by growing your people
Managing Complaints…Managing Complaints…
If a company hears a concern, responds If a company hears a concern, responds immediately, apologizes and commits to fix immediately, apologizes and commits to fix the problem, the possibility of the customer the problem, the possibility of the customer remaining a customer rises to 95%remaining a customer rises to 95%
A satisfied customer tells an average of 5 A satisfied customer tells an average of 5 others about their positive experienceothers about their positive experience
A dissatisfied customer tells an average of 10 A dissatisfied customer tells an average of 10 other people about a negative experienceother people about a negative experience
tcg group...growing your business by growing your people
PeoplePeople
ProcessesProcesses
PricePrice
ProductProduct
CompetitiveAdvantage
CompetitiveAdvantage
tcg group...growing your business by growing your people
Owners and employees are the Owners and employees are the greatest competitive advantagegreatest competitive advantage
If I was starting work with you today, If I was starting work with you today, how would you describe your business how would you describe your business to me and how would you describe to me and how would you describe your expectations of me?your expectations of me?
The interaction with customers makes The interaction with customers makes all the difference when it comes to all the difference when it comes to creating customer satisfaction and creating customer satisfaction and competitive advantage!competitive advantage!
tcg group...growing your business by growing your people
Your EmployeesYour Employees
Your front-line employees are the Your front-line employees are the secret to optimal customer servicesecret to optimal customer service
Employees are either Ambassadors Employees are either Ambassadors or Assassinsor Assassins
They propel you to new heights or They propel you to new heights or they drag you downthey drag you down
tcg group...growing your business by growing your people
Ambassadors and AssassinsAmbassadors and Assassins
Ambassadors help build your image, Ambassadors help build your image, your reputation and your bottom-line!your reputation and your bottom-line!
Assassins destroy the relationships you Assassins destroy the relationships you have built with customers and the trust have built with customers and the trust and reputation you have built. and reputation you have built.
Assassins drive customers away or at Assassins drive customers away or at the very least, don’t give customers a the very least, don’t give customers a reason to come back!reason to come back!
tcg group...growing your business by growing your people
Assassins…Assassins…
If you have Assassins working with If you have Assassins working with you, immediately do one of two you, immediately do one of two things:things:
Train them to be AmbassadorsTrain them to be Ambassadors Get them out of your organizationGet them out of your organization
tcg group...growing your business by growing your people
AmbassadorsAmbassadors
ConnectorsConnectors MavensMavens SalespeopleSalespeople
tcg group...growing your business by growing your people
ConnectorsConnectors
Know a lot of peopleKnow a lot of people Self-confidentSelf-confident SociableSociable OutgoingOutgoing EnergeticEnergetic Spread the messageSpread the message Create a memorable service Create a memorable service
experience for customers experience for customers
tcg group...growing your business by growing your people
MavensMavens
Accumulate knowledgeAccumulate knowledge Like to help othersLike to help others Give others the benefit of their Give others the benefit of their
knowledgeknowledge Create a memorable service Create a memorable service
experienceexperience
tcg group...growing your business by growing your people
SalespeopleSalespeople
Persuade others when they are Persuade others when they are unconvincedunconvinced
Can respond to objections effectivelyCan respond to objections effectively Create memorable customer service Create memorable customer service
experiencesexperiences Relate to customers on a personal Relate to customers on a personal
level as well as a business levellevel as well as a business level
tcg group...growing your business by growing your people
Four Pillars of ServiceFour Pillars of Service
AccuracyAccuracy AvailabilityAvailability PartnershipPartnership AdviceAdvice
tcg group...growing your business by growing your people
Responding to Customer Responding to Customer ExpectationsExpectations
Accuracy –Accuracy –
Getting it right and Getting it right and avoiding errorsavoiding errors
tcg group...growing your business by growing your people
Responding to Customer Responding to Customer ExpectationsExpectations
Accuracy –Accuracy –
Getting it right and Getting it right and avoiding errorsavoiding errors
Availability –Availability –
Service and Service and Product OptionsProduct Options
tcg group...growing your business by growing your people
Responding to Customer Responding to Customer ExpectationsExpectations
Accuracy –Accuracy –
Getting it right and Getting it right and avoiding errorsavoiding errors
Availability –Availability –
Service and Product Service and Product OptionsOptions
Partnership-Partnership-
Customers feel Customers feel understood and understood and cared forcared for
tcg group...growing your business by growing your people
Responding to Customer Responding to Customer ExpectationsExpectations
Accuracy –Accuracy –
Getting it right and Getting it right and avoiding errorsavoiding errors
Availability –Availability –
Service and Product Service and Product OptionsOptions
Advice-Advice-
Customer is Customer is learning from the learning from the relationshiprelationship
Partnership-Partnership-
Customers feel Customers feel understood and cared understood and cared forfor
tcg group...growing your business by growing your people
Responding to Customer Responding to Customer ExpectationsExpectations
Accuracy-Accuracy-
Getting it right & Getting it right & avoiding errorsavoiding errors
Availability-Availability-
Service & Product Service & Product OptionsOptions
Advice-Advice-
Customer is Customer is learning from the learning from the relationshiprelationship
Partnership-Partnership-
Customers feel Customers feel understood and understood and cared forcared for
tcg group...growing your business by growing your people
Develop the RelationshipDevelop the Relationship
RecoveryRecovery Retention/repeat businessRetention/repeat business ReferralReferral ReputationReputation
tcg group...growing your business by growing your people
Three levels of valueThree levels of value
ExpectedExpected DesiredDesired UnanticipatedUnanticipated
tcg group...growing your business by growing your people
The Broken Window EffectThe Broken Window Effect
tcg group...growing your business by growing your people
Through the Eyes of your Through the Eyes of your Customer:Customer:
Listen to your existing customersListen to your existing customers
SurveysSurveys Focus GroupsFocus Groups Follow-up callsFollow-up calls Customer Satisfaction researchCustomer Satisfaction research
tcg group...growing your business by growing your people
Business IntelligenceBusiness Intelligence
Measure your serviceMeasure your service Track complaintsTrack complaints Manage complaintsManage complaints Review for trendsReview for trends Solve for problemsSolve for problems Build improvements into your processesBuild improvements into your processes Look for moments of truthLook for moments of truth
tcg group...growing your business by growing your people
Moments of TruthMoments of Truth
See the symptoms and solve the See the symptoms and solve the problems quicklyproblems quickly
tcg group...growing your business by growing your people
Share of walletShare of wallet
Listen to those people who are not Listen to those people who are not yet your customers yet your customers
tcg group...growing your business by growing your people
TLC FactorTLC Factor
Think like a customerThink like a customer
tcg group...growing your business by growing your people
The Invisible ScorecardThe Invisible Scorecard
Customers keep scoreCustomers keep score Customers hear the positive and they Customers hear the positive and they
hear the negativehear the negative Customers pay attention to Customers pay attention to
reputationreputation Customers have a long memoryCustomers have a long memory
tcg group...growing your business by growing your people
The Bottom LineThe Bottom Line
Customer service/satisfaction is the Customer service/satisfaction is the key to competitive advantagekey to competitive advantage
Employee ability is the key to Employee ability is the key to customer satisfactioncustomer satisfaction
Employee ability in directly linked to:Employee ability in directly linked to: Performance standardsPerformance standards Performance expectations & Performance expectations &
measurementmeasurement Employee development and trainingEmployee development and training
tcg group...growing your business by growing your people
Do your customers feel victimized?Do your customers feel victimized?
tcg group...growing your business by growing your people
Are customers annoyed and upset Are customers annoyed and upset with you?with you?
tcg group...growing your business by growing your people
Do your customers feel neutral Do your customers feel neutral about you?about you?
tcg group...growing your business by growing your people
Are you actually satisfying Are you actually satisfying customers?customers?
tcg group...growing your business by growing your people
Are you dazzling customers?Are you dazzling customers?
tcg group...growing your business by growing your people
““Customers may forget Customers may forget what you actually said what you actually said but they will never but they will never forget how you made forget how you made them feel.”them feel.”