Customers Are Like Goldust Wib Oct 09
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Transcript of Customers Are Like Goldust Wib Oct 09
www.skillworks.ie
Treating Customers Like Gold Dust
Laura Fitzsimons2009
www.skillworks.ie
Agenda
• Evaluate your Current Customer Service
• Understand what Keeps your Customer Happy
• Incorporate your Customers’ Suggestions
• Easy ‘Win’, ‘Low’ Budget Initiatives
• Help Customers’ to Sell your Business
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Evaluate your Current Customer Service
• Ongoing – ask your customers• What do we do well?• What don’t we do well?• What could we do better?
• Capture and Measure Feedback• Plan & make changes
• Evaluate effectiveness
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Evaluate your Current Customer Service
• Broadcast/Market your Improvements• E-zines, blogs, newsletters …
• Benchmark others’ Customer Service• Not just competitors – learn new methods
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Evaluate your Current Customer Service
• Set your Standards• Cheapest, best quality, quickest …• Manage that standard
• Make your Customers Matter • Adjust your attitude• Adjust your employees’ attitude – include
customer service in their performance appraisal
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Understand what Keeps your Customer Happy
• Promise only what you can Deliver• Don’t over commit yourself
• Price, quality, time ..• O.K. to come back later with price, time etc
• Be Reliable & Consistently Good• Stick to timeframes, agreements• Give them back control if you can’t meet
timeframes• Implement quality checks
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Understand what Keeps your Customer Happy
• Don’t Give Customers’ the Run-Around• Return their calls• Respond to their queries• Give them an answer & check that’s it o.k.• Apologise if you messed up
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Understand what Keeps your Customer Happy
• Make Communication Easy• E-mail, phone number • Website easy to find• Contact details at end of e-mail, signage,
flyers• Check the above regularly
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Understand what Keeps your Customer Happy
• Create a Customer Service Charter• Answer calls after 3 rings• Respond to e-mails within 24 hrs• Customers are always treated with
courtesy and respect …. • Publish it!
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Understand what Keeps your Customer Happy
• Reasons Customers Complain • Expectations set – not met• No follow up• Limited choices• Delays• Unprofessional behaviour• Difficulty in contacting
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Incorporate your Customers’ Suggestions
• Improvements to• Service – order processing, turnaround
time, response …• Products – extra benefits & features, more
choice ..
• Implement their Suggestions• Booklets versus handout pages
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Incorporate your Customers’ Suggestions
Exercise: • What has your customer suggested to
you recently?
• How will you use this information?
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Easy ‘Win’, ‘Low’ Budget Initiatives
• Offer Discounts for Bulk Purchases
• Offer 3 for the Price of 2• Think - Boots, Extravision
• Provide them with a Loyalty Card
• Personal Touch• Birthday Cars, Thank you Cards
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Easy ‘Win’, ‘Low’ Budget Initiatives
Exercise:• What ‘easy win, ‘low’ budget initiatives
can you offer?
• How will you implement them?
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Help Customers’ Sell your Business
• Recommendations• Ask them to recommend you to other
businesses• They make contact or pass on your details
• Give them an incentive if they make a sale• Reduction in next invoice, 2 for the price of 1 …
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Help Customers’ Sell your Business
• Referrals• Ask them to refer you to other businesses
• You make contact
• Testimonials• Ask for testimonials
• Market these – website, signage, blogs …
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Conclusion
• Evaluate your Service Constantly
• Keep your Customer Happy
• Incorporate your Customers’ Suggestions
• Implement Easy ‘Win’, ‘Low’ Budget Initiatives
• Let your Customers’ Sell your Business
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Conclusion
“If we don’t take care of our customers, someone else will”.
Unknown.
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PowerPoint Slides
Copy of presentation is availabe on:
www.slideshare.net