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RUSH FOCUS
Increased Customer Retention & New Customer Acquisition Through Heroic
Customer Service
Jayson Driver(905)650-4596Jayson.D,Driver@Gmail.com
UNPLANNED/RUSH NEEDS = STRESS FOR CUSTOMER
CUSTOMER
NEEDS FASTENERS, PARTS, INDUSTRIAL SUPPLIES TO KEEP BUSINESS RUNNING
• FRUSTRATED• PANICKED• UNSURE• STRESSED
I NEED HELP
• EMERGENCY• UNPLANNED ORDER• USUAL VENDOR FAILED • BREAKDOWN• SHUTDOWN• SHORTAGE
SAYING “NO” TO CUSTOMERS’ RUSH NEEDS
CUSTOMER ORDERS & INQUIRIES
CALL WENT TO VOICEMAIL
ITEM NOT IN STOCK
URGENCY NOT UNDERSTOOD SLOW RESPONSE TO CUSTOMER
ATYPICAL LOGISTICS BUREAUCRACY
NO SOLUTION OFFERED
= PROFIT DOWN THE DRAIN
BIG STUFF - CAPTUREDHEROIC STUFF - LEAKING
WHAT HAPPENS WHEN WE SAY NO?
REGIONAL INDUSTRIAL SUPPLIERS
LOCAL INDUSTRIAL SUPPLIERS
SEARCH THE INTERNET
WASTE TIME...
CUSTOMER
I HOPE THEY
HAVE IT!• LOST ORDERS
• UNSATISFIED CUSTOMERS• LOST CUSTOMERSCUSTOMERS WILL CALL
COMPETITORS
WHAT IF WE COULD SAY “YES” MORE OFTEN?
> CUSTOMER SATISFACTIONDON’T GIVE COMPETITORS A
CHANCE!
NEW CUSTOMERS:WIN COMPETITORS’ CUSTOMERS
UNPLANNED/RUSH NEEDS = OPPORTUNITY
WHAT IS HEROIC CUSTOMER SERVICE?
IDENITIFIES & PROPOSES SOLUTION
MAKES IT HAPPEN
• ANSWER CALL• LISTEN• ASK QUESTIONS• UNDERSTAND NEED
& URGENCY
SAYS YES OR TAKES ACTION
FOR IMMEDIATE FOLLOWUP
WHAT HAPPENS WHEN WE SAY YES?
RELIEF
REFOCUS ON OTHER
WORK
BECOMES INTERNAL
HEROINCREASED
TRUST & LOYALTY
GIVES RECOMMENDATIONS
THAT’S HEROIC CUSTOMER SERVICE!
CUSTOMER OUR SALES, PROFITS &
CREDIBILITY
INTRODUCING…
1-800-XXX-XXXX
HERORUSH.XXX• SOLVE CUSTOMERS’ & PROSPECTS’ MOST CRITICAL PROBLEMS
• SAVE CUSTOMERS TIME & MONEY • ADD HIGH MARGIN SALES • BECOME CUSTOMERS’ HERO!
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