Webinar - 'Drive A Customer Service Revolution'

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Drive a Customer Service Revolution#customerservice

What is a

Customer Service Revolution?


A radical overthrow of

conventional business mentality

designed to transform what

employees and Customers experience.

This shift produces a culture that

permeates into people’s personal lives,

at home, and in the community,

which in turn provides the business with

higher sales, morale, and brand loyalty

— making price irrelevant


Making Price

Irrelevant


Based on the experiences they

consistently receive from you

Your Customers have no idea

what your competition charges

7


We don’t compete in price wars,

we compete in experience wars.


The problem with discounting is

there is always someone willing

to give away more than you


Towards the way we view

what we sell & how we sell it

Paradigm Shift


From a commodity you can get anywhere

to an experience you can only enjoy with us

Paradigm Shift


We are the high priced leader.

We will not be oversold


Be the brand

Customer can’t live without


What are some brands you can’t

live without?


Service Aptitude


is a person’s ability to recognize opportunities

to exceed a customer’s expectations,

regardless of the circumstances

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Service Aptitude


In most cases,

our most recent hired, least trained, lowest paid

employees

deal with our customers the most!


Service Aptitude

1. Previous life experiences

4


Treat customers

the way you want to be treated


Service Aptitude


2. Previous work experiences

4


Service Aptitude


2. Previous work experiences

3. Current work experience

4


It is not an employee’s responsibility

to have high service aptitude,

it is the company’s to give it to them


State of Service


Outstanding Service?


In the Dark

• 300 Organizations

• 80% = Outstanding

• 3,000 Customers

• 8% = Outstanding


You are in the

Customer perception business


Do not ask the customers

what they want, give them something they

cannot live without

~ Steve Jobs


Revolutionaries


“If I had asked people what they wanted, they

would have said faster horses.”

― Henry Ford


Employee apathy creates

Customer apathy


Customer apathy is the enemy of

a successful company


Day in the Life of a Customer


Compassion & Empathy


Day in the Life of our Guest


Customer Service

Vision Statement


Customer Service Vision

The true underlying value of what and how

your front line has to deliver to each & every

Customer, that provides a meaningful purpose

for your employees.


To create one of the

most special memories

in a person’s life


to inspire and nurture the human spirit – one

person, one cup and one neighborhood at a time.


Customer Service Manual


We Create

Inspired Moments

In Each Customer’s Day

Anticipate Personalize OwnConnect


People want to be part of something larger than

themselves. They want to be part of something

they are really proud of, that they’ll fight for,

sacrifice for, that they trust

Howard Schultz, Starbucks


Customer Service Vision Statement

and

Supporting Pillars

WHAT.

HOW.


Quality

Service/Product

Expertise

Technical

Operationally

Customer

Interaction

Hospitality

Relationship

Connection

Personalize

Above & Beyond

Exceed

Opportunity

Proactive

Unexpected



About the Presenter

International consultant and best-selling

author of Secret Service (AMACOM 2008),

What’s The Secret? (Wiley 2008), and The

Customer Service Revolution (Greenleaf

2015) Works with world class companies like

The Ritz-Carlton, Lexus, Starbucks,

Nordstrom, Nestlé, Marriott Hotel, PwC,

Cheesecake Factory, Progressive Insurance,

Harley Davidson, Chick- fil-A, and many

more.

John isn’t just talking about it, he lives it, as a

very successful entrepreneur of two

businesses. John Robert’s Spa, a chain of

upscale Cleveland locations, repeatedly

named one of the top 20 salons in America;

and The DiJulius Group, a consulting firm

focused on changing the world by creating a

Customer service revolution. John will

demonstrate how we can make our Customer

service our single biggest competitive

advantage and make price irrelevant!


Connect with John DiJulius:

Twitter @JohnDiJulius

LinkedIn.com/in/dijulius

Facebook.com/thedijuliusgroup

http://www.thedijuliusgroup.com/

Connect with Regalix:

Twitter @Regalix

LinkedIn.com/in/Regalix

Facebook.com/Regalix

[email protected]

http://www.thedijuliusgroup.com/

mailto:[email protected]

Webinar - 'Drive A Customer Service Revolution'

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Transcript of Webinar - 'Drive A Customer Service Revolution'