extraordinary customer service

Extraordinary Customer Service

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1.Think of a poor customer service experience

2.Think of an extraordinary customer service experience

Extraordinary Customer Service

1. Why?2. Customers3. Skills4. Processes

1. Why is Customer Service Important?

• Extraordinary Customer Service is Simple

• Helps Your Bottom Line

Why Customers Leave

1.Poor Quality2.Poor Customer Service3.Lack of Something New

6 times more expensive to recruit a new

customer than have a current one return

Repeat Rate

Repeat Customers ÷ Customers Year 1 = Repeat RateTarget Repeat Rate 30-50%

Extraordinary Customer Service

1. Why?2. Customers3. Skills4. Processes

5 Stages of Attachment

5. Advocacy

4. Community

3. Relationship

2. Identity

1. Awareness

“I know you exist.”1. Awareness

2. Identity “You have something for me.”

3. Relationship“I think that the benefits will outweigh the risks. I register.”

4. Community“The benefits do outweigh the risks. I like the information and people. Let me try again.”

5. Advocacy“You guys are the greatest. I am going to tell all of my friends!!”

Don’t you find it odd that people will put more work into choosing their mechanic or house contractor than they will into choosing the person who grows their food. Joel Salatin

Product vs. Service

Your Customers1.Want money’s worth2.Quality & service3.Evaluate purchases continuously

Who will register next time?

RegisteredBefore

Same Demographic

Characteristics

Returning Customers Refer Other Customers

Small businesses - zip code

Market Segments1.2 demographics per

segmentSeniors <30 minutes

Single college students

Best Customers1. 20% that generate 80% income2. Find them

• Most Recent

• Monetary Value

3. Survey• Birthdate - community

• Occupational speciality - professional

With your best customers

1.Tell them2.Add value

Extraordinary Customer Service

1. Why?2. Customers3. Skills4. Processes

1. Smile when talking

2. Stop, Listen, Repeat

3x’s

3. Inquiry 24 Hour Rule

4. Follow-up inquiries 3 Times

5. Special Touch

6. Thank You &You’re Welcome

7. Email1. Respond Same Day2. Thank You3. Contact Information4. Provide Further Assistance5. Other Products6. Acknowledge Other Email

9. Names

8. Voice Mail & eMail

• Information• Options

10. Registration• 27/7• 5+ options• Confirmation

11. Would you like to register?

12. Have fun!

Extraordinary Customer Service

1. Why?2. Customers3. Skills4. Processes

Complaints• You are ___• Emotional - Business - Emotional• Authority To Walk Away

Social Media Complaints

Personal•Contact•Thank you•What

happened?•Find solution

Online•Thank you•How to contact you•What would you like?

Frequent Conversations

1.1-2 Questions2.Different Customers Different

Times3.Expectations Shifting

FAQ’s1.Questions & answers2.Distributed3.Updated4.Online

Refunds1.Liberal policy2.Offer vouchers first

Customer Targets• Rings to answer phone• Respond to walk-in customer• Return voice mail• Confirmation of registration• Refund• Inquiry response• Cancellations

Exceed Expectations

1. Internal Customer Targets2.Add additional time3.Tell your customers

Tweak

Extraordinary Customer Service

1. Why?2. Customers3. Skills4. Processes

Extraordinary Customer Service

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Network (LERN), and may not be reproduced without written permission.

For more information contact LERN at info@lern.org, (800) 678-5376, or visit 

www.lern.org.