How To Turn Rants Into Raves Turn Your Customers On Before They
Turn On YOU! Presented by Randi Busse Workforce Development Group,
Inc. Slide 2 Who Are You Serving? Slide 3 Why Are They Calling you?
Help Answers Information Advice Reassurance Slide 4 Whats Important
To Them? Competence, knowledge and expertise Responsible,
demonstrated ownership Respectful treatment Active listening
Friendliness and professionalism Personalized service Make it easy!
Slide 5 According to a study done by Bain and Company, 80% of
organizations surveyed felt they were doing a great job in
delivering good customer experiences. When their customers were
asked, only 8% agreed. A Reality Check Slide 6 Are YOU Satisfying
YOUR Customers? Bad customer service makes me want to murder. Thank
you for your terrible customer service and unwillingness to help.
You need to train your employees better. One just hung up on me.
Slide 7 Satisfaction is Temporary A satisfied customer is a former
customer waiting to happen. A satisfied customer is a former
customer waiting to happen. Slide 8 A Complaint Is a Four-Letter
Word Slide 9 Customers Are Talking Provide them with a good
experience, and thats the story theyll tell. Provide them with a
bad experience, and thats the story theyll tell. Louder. And to
more people. Slide 10 Where Are Customers Talking? Slide 11
Customer Service Drives the Four Rs ReferralsReputation
RetentionRevenue More business from customer Longer relationship
with customer More business through customer More influence thanks
to customer Slide 12 Your customers are either ranting or raving
about their experiences with your company. Whether they RANT or
RAVE depends on who took care of them and how they were treated.
Rant or Rave? Slide 13 I am off to work to provide excellent
customer service and pretend to give a crap! LOL Meet Rant Slide 14
Employees Are Talking I hate trying to be happy and friendly to
customers when Im grumpy. I wish I could punch all the customers. I
hate my job, I hate my boss, I hate my customers. Slide 15 I have
the power to do whats right for the customer. Meet Rave Slide 16
Wish Theyd Say This! I love making customers happy. So blessed to
do what I do. I love my customers. I love doing something sweet for
someone who appreciates it. I love my job. Slide 17 Five Principles
To Turn Rants Into Raves 1.Think Like An Owner 2.Build A
Relationship 3.Remove The Roadblocks 4.Walk In Your Customers Shoes
5.Capture Your Customers Heart Slide 18 Make decisions, solve
problems and do whats right for customers as if youre the owner of
the company. 1. Think Like An Owner Slide 19 Running a business
would be WAY easier without any customers. Slide 20 Reflect
Employees dont know what you think. They only know what you do.
What can you yourself do differently to SHOW them how you would
like them to treat customers? Slide 21 Establish rapport,
demonstrate you care and show genuine interest in your customers
and their needs. 2. Build A Relationship Slide 22 Im the one whos
responsible for them and in the end, I want them to come back.
Slide 23 Reflect Does the relationship you build with your
employees reflect the relationship you want them to build with your
customers? Slide 24 Eliminate obstacles that get in the customers
way of doing business with you. 3. Remove the Roadblocks Slide 25 I
always try and find out what the customer wants. Theyre here for a
reason. Sometimes you have to try to decode what they say and do
and convert that into what they want Slide 26 Employees often feel
their hands are tied by corporate policies that focus on
bottom-line needs rather than those of the customers theyre
supposed to serve. Slide 27 Reflect Does your company empower
employees to make decisions that solve problems for customers? Are
there limits? Do you know them? Slide 28 Think about your customer,
what he wants and how he wants to be treated. 4. Walk In Your
Customers Shoes Slide 29 I try to put myself in their place and
identify how I would like to be treated in that situation. Slide 30
Reflect What do you do to stay mindful that customers are human
beings trying to get their needs met? Slide 31 Create an emotional
connection with your customer that makes him feel special and
appreciated. 5. Capture Your Customers Heart Slide 32 What do you
want me to do about that? Slide 33 Reflect Do employees in your
company know what it means to go above and beyond? Are they all
motivated to do so? Slide 34 Slide 35 When the customer comes
first, the customer will last. -- Robert Half Slide 36
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www.turningrantsintoraves.com Workforce Development Group, Inc.
