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The Power of Exceptional Customer Service by Richard Mulvey, Paul du Toit & Charlotte Kemp

The Power Series - Exceptional Customer Service

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The Power of Exceptional

Customer Serviceby Richard Mulvey, Paul du Toit

& Charlotte Kemp

The Business of Business

The Business of Business is to Satisfy

Customers

What do we do all day?Reports to write

Meetings to attend

E-mails to answer

Proposals to write

Strategies to develop

Staff to supervise

Deliveries to organise

More meetings

Secretary’s lunch

Pacify the Boss

Input/check Data

Read the Junk Mail

Yet more meetings

Talk to a customer

What do sales people do?

Make sure the Customers Return

Why do Customers Return?

Friendly ServiceQuality Product Best Price

45%36%19%

Customers Care about Customer Care!

The Bad NewsHaving satisfied

customers is not enough.

We need to develop Raving Fans!

The Bad NewsHaving satisfied

customers is not enough.

We need to develop Raving Fans!

Raving Fans!

Create a VisionDiscover what your ! ! Customers wantDeliver

Deliver

One step at a timeDon’t forget the little ! things

Three Areas of Customer Service

Your Product / ServiceYour PeopleYour Systems

Your Product / Service

Does it work?Is it designed with the customer in mind?

Your SystemsAre your systems customer friendly?Do they need a degree to read your instructions?Do you have systems for every customer interaction?

Your PeopleDo they care about the ! ! customers?Do they have the skills?Do you care about them?

What can you do?

Make them feel welcomeFind out what they needProvide your solutionMake sure they will return

Make them feel welcome

Use good body languageWhat is the sweetest sound in the world?Flatter themMake them feel like a close friend coming into your home

Find out what they need

Ask the right questionsDon't presumeDon't forget the benefits

Make sure they return

How do you keep a customer forever?

What is the best thing the customer

can do for you?

Complain!96% of dissatisfied customers never complain.

90% of customers who are unhappy with the service never return.

If you fix the problem, 50% - 74% will return.

If you fix it straight away......

96% will stay Forever!

ComplaintsListen!

Remain calm and objective

Don't Argue / Don't interrupt

Empathize

Ask what the best solution would be

Tell the customer what you will do

Then do it!

The Power of Exceptional

Customer Serviceby Richard Mulvey, Paul du Toit

& Charlotte Kemp