Ten ways to outstanding customer services

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outstanding customer service Presentatio n by Sempungu Godfrey Sempungu Godfrey

description

Customer Relationship Management

Transcript of Ten ways to outstanding customer services

  • 1. outstanding customer service Presentation by Sempungu Godfrey Sempungu Godfrey

2. The two most effective methods of generating increased sales & customer retention are Give a customer such a superior experience that they have no reason to go or even look elsewhere Give them an incentive to spend more, return, refer or buy more frequently You should also make the customer feel SPECIAL Sempungu Godfrey 3. S peed P ersonalise E xceed & expectations C ompetence & courtesy I nformation A ttitude Can do L ong term relationship Sempungu Godfrey 4. The ten ways. Whatever it is you do- do it first The need for speed is very important I product and service industry Speed is competitive advantage Everything we do is time based Time is a very scarce resource Always be FAST Fast Action Secures Trust Sempungu Godfrey 5. Speedy follow up and fast service delivery win customer loyalty Fast service adds value to the businesses offering Speedy follow up shows you care about the customer & his interests The more time-sensitive your product, the greater the potential competitive advantage Speed costs nothing, but has to be built in. Sempungu Godfrey 6. Positive communications People would rather buy from a friendly and enthusiastic trainee that an indifferent expert. Talk the customer language Cut out the jargon & explain things well Aim to be understood Take responsibility for your communication- the purpose of your communication is the response you get Sempungu Godfrey 7. Cont---- Make written communication short, specific and simple If in doubt, simplify Talk benefits, not just features Treat others as you would wish to be treated Use side by side language I see what you mean Lets see what we can do about this I would be as concerned as you are Sempungu Godfrey 8. Im sure well be able to find a solution do you see any possibilities that I havent considered? Always say what you can do, or will do not what you cant do. Positive phrases get positive results I can You can I will Will you please ? Could I ask you to.? Which means that.. Sempungu Godfrey 9. Personal touch Personalised service People like to buy from people You build a business one customer at a time; one purchase at a time Use the customers name in all written communication Courtesy, manners & politeness are keys to building trust respect & loyalty Use names regularly in conversations Sempungu Godfrey 10. Accommodate the customers special requests wherever possible (impossible is a subjective statement) The first sale you make make it yourself Rapport is a skill that can be learnt Non verbal communication is the most important & the quickest route to reaching people Get to know your customers- as many of them as possible if not all of them 100 percent attention at all times Make every customer feel like your most special customer (not your only customer) Sempungu Godfrey 11. Keeping customers Keeping customers for life.not just for occasion Its important that you make the extra- ordinary ordinary! Most customers go elsewhere because the people they deal with are indifferent to their needs. Every year most businesses lose between 10% & 30% of their customers & they dont even know who these customers are. Sempungu Godfrey 12. Turn complaints into opportunities Welcome complaints Complaints are opportunities Problems are wake-up calls for creativity & commitment People complaining are people to value- they want to stay customers & they are simply telling you how to achieve it & keep their custom Get rid of nice customers ask them to be critical Sempungu Godfrey 13. Cont----- Be pro-active, not re-active to customer service issues Painful statistics Only 4% of dissatisfied customers tell us 96% tell other people. Resolving a problem quickly will turn 95% of unhappy customers into return customers 40% of your perceived customer service is how you solve problems It is vital that to achieve customer satisfaction quickly if you get the opportunity to fix a problem.you do itSempungu Godfrey 14. Customers complaints are great fun Here is how you deal with any complaints & turn it around G et the facts R responsibility E mpathy A gree to a solution T hank the customer for complaining FUN Follow Up Now! Sempungu Godfrey 15. Create moments of truth Manage the customers experience Pay attention to small details- they are the most important ones. Pay attention to the peripheral functions reception areas, phones, staff manners, parking, customer areas, stock, letter heads, invoices, packing etc Everything counts- each time you meet or contact (or dont contact) the customer, your status in the mind of that customer is either improving or diminishing. Sempungu Godfrey 16. Customers want two things To be made to feel good Solutions to problems Treat every customer as your most important customer When you are talking to a customer they are your most important customer You only have one customer the one you are dealing with now Think of the value of a ten-year customer You might have hundreds of customers but they might have only one supplier or a one-off purchase Sempungu Godfrey 17. The customer always comes first C = Clear messages O = OK attitude M = Make people feel special E = Energy S = Standards of performance 1st = First four minutes & last two minutes Sempungu Godfrey 18. Exceed expectations The extra mile is never crowded The world is full of mediocrity Any one can make something a little cheaper, it takes vision & commitment to make or do something better Dont do anything if you cant do it excellently Set or establish clear expectations and then exceed them Explain terms, prices & conditions clearly, early & honestly Sempungu Godfrey 19. Under promise, over deliver Build a 10% cushion into all your promises, quotes & statements of performance Deliver faster, sooner, better, cheaper, 10% more than you promised. Dont ever be tempted to relax or pocket the 10% difference. You can shear a sheep many times but skin it only once Whatever the customer asks for .. The answer should be yes. Do something extra as a standard Sempungu Godfrey 20. Building champions Someone who might be a potential customer is a suspect A suspect who qualifies & expresses specific interest becomes a prospect A prospect who transacts once becomes a minor client, or customer A client who comes back for 2nd or 3rd time becomes a real client A client that leads to other contacts becomes a champion Every champion can lead you to at least three other customers Sempungu Godfrey 21. Think of the value of customers as lifetime customers & a golden chain of other prospects, & treat everybody as a customer. Your customers are your best sales people Customer satisfaction is not the objective customer raving & ecstatic delight is! How often do your customers grow Sempungu Godfrey 22. Systems are as important as smiles Make quality your number one priority customer service & quality is part of everybodys goal Lead by example Set quality & customer service objectives & goals Review progress regularly Make quality & excellent customer service the most important thing by measuring & rewarding Define specifics for quality & serviceSempungu Godfrey 23. Nobody is ever motivated for doing an average job. Team work: quality circles & improvement groups Cross functional groups should: Focus on what you do really well Focus on what you could do better Meet regularly Implement ideas fast & unaltered Learn as they progress Reward customer-focused innovation Sempungu Godfrey 24. Get a plan and work the plan Measure everything youre customers do! Ask what can be simplified, automated, standardized & streamlined? Have a plan B know what could go wrong & Know exactly what to do if & when it does Let front staff fix their own mistake, & learn from them Delegate accountability with activity Brainstorm regularly Sempungu Godfrey 25. Serve internal customers as well as external customers Everybody has a customer Everybody is a customer Build teamwork into your organisation Sempungu Godfrey 26. Follow up and follow through Who cares wins Follow up just for the sake of it Surprise the customer show youre interested Its not sold until its providing value Sell products & services that dont come back Sempungu Godfrey 27. Ask how well are we doing? It directs attention to the quality of your service It gives directional feedback It motivates you! It draws your customers attention to just how good you really are You wont know how well you are doing unless you ask Sempungu Godfrey 28. Stay close to your customers Listen, listen . And learn Ask your customer how are you doing regularly Know your strengths & weaknesses Know why people are satisfied - & why some people arent Know why your customers are your customers Sempungu Godfrey 29. Ask customers for feedback Telephone surveys Follow up after a transaction to check how things went Questionnaire and surveys Market research Look at your sales statistics Sempungu Godfrey 30. Deliver Competence wins every time Training is not a cost; it is an investment Define what competent behaviour really means Establish customer focused standards of performance Get it right the first time Simplify procedures to reduce errors Standardise systems to ensure consistency Think through processes & methods to pre-empt all situations Sempungu Godfrey 31. When you are in contact with the customer, you are in contact with the whole organisation Define your job in terms of adding value to customers Traditionally this sets limits not goals To have real effect define your job in terms of customer satisfaction & an opportunity to add value Define it on the basis of the principle that people love to buy but hate to be sold to Sempungu Godfrey 32. To customers it sometimes seems that people are friendly, polite, enthusiastic, creative, positive, intelligent & committed except for the eight hours a day they spend at work. Empower people to create excellence for the customer through personal example, training, standards & respect When you define your job in terms of adding customer satisfaction & perceived value you will do it quite differently Sempungu Godfrey 33. Give customers what they want Customers want to deal with people who... Are easy to do business with Treat them as individuals Know their business Are willing to do something extra Inspire confidence What your organisation must understand High levels of customer satisfaction equals survival Sempungu Godfrey 34. Outstanding customer service Is not a nice-to-have it is a must have Customers expect high quality service, & can go elsewhere if they dont get it It is too expensive to replace customers, even if it were possible Managing & creating moments of truth is the key Sempungu Godfrey 35. Summary three final thoughts Outstanding customer service means creating good feelings & solving problems in ways that exceed expectations People make the difference; if the customer hasnt got a smile give them one of yours Its not what you doits the way you do it! Sempungu Godfrey 36. THE END Sempungu Godfrey