customer service edge for success
DESCRIPTION
"The Role of Customer Service in Business Success" The present economic times present unique challenges for many businesses. The rising operating cost can create a difficult environment to thrive in. Progressive organisations embrace the importance of investing in excellent service delivery to achieve business success. Their know the returns on customer service training is found in the bottom line, as there is an undisputed connection between service excellence and excellent sales, customer retention, brand loyalty and word-of-mouth promotion.TRANSCRIPT
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Customer Service EdgeTroy Holder’s
GREAT Customer Service
=Jobs, Sales, Profits,
Growth, Loyalty
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POOR Service is EXpensiveAccording to research
10% - 30% of customers leave due to poor service
An unhappy customer tells 11 other people
It costs 6 times as much to attract a new customer as it does to keep one
It cost 4 times the salary of a person to replace them
It affects Staff Moral & Productivity
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Great Customer Service is:
“A Way of Thinking”
NOT A quick fix of a problem
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Great Customer Service is:
“Prevention of Problems ”
NOT Just listing problems
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Great Customer Service is:
“Commitment”
NOT Coincidence
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Great Customer Service is:
“Identifying errors that could occur”
NOT Finding errors after service delivery
Great Customer Service is:
“A Positive Attitude”
NOT Doing it right when you feel like it
GREATCustomer Service
starts with...
ME
Who is an
External CustomerPeople outside of the organisation who buy goods or services from you.
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What about those persons who call or visit your place of business for information?
How Should We Deal With Them?
Prospective Customers
Who is an
Internal Customer
People, who work within your organisation and rely on you
to provide information, products and services so they can perform their jobs
and in turn provide quality service to their external customers.
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What Do Customers Expect?
Reliability
Fast Response Time
Knowledgeable Staff
Caring And Individual Attention
Confidence In Your Company
Fair Prices And Treatment
Suggest Others________
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That is not my job
I need the perfect product/service to do my job
That customer is so (@$$%^&*(, BEEP!
Now is NOT the best time
I don’t see others doing, it so why should I
But this is not my business
I don’t want no one think I looking for…
F.E.A.R = Fantasized Experiences Appearing Real
Customer Service Killers To Avoid
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Factors That May Cause
Failure In Great Service Delivery
Poor attitude by employees to customer service
Management hiring employees with poor work attitude
Lack of product/service knowledge
Employees lack of interpersonal skills
Not recognizing when customers are dissatisfied with service
Failure in handling difficult customers
Not performing backup duties
Others ________________________ (suggest some)
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Mistakes Will OccurWhether or not an organisation recovers from a failure depends on the commitment of the organisation to quality customer service.
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The VALUE OF A POSITIVE ATTITUDE
Attitude is the way you communicate your mood to others.
In the work environment it is your attitude that makes the difference.
Building and maintaining healthy relationships among superiors and co-workers is the key to success in any organisation.
Being positive not only helps you develop healthy relations but it also leads to career success.
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Let’s Start To Measure Your AttitudeDo AGREE or DISAGREE with the following
There is nothing demeaning about assisting or serving others.
I can be positive to everyone regardless of their age, appearance or behaviour.
On bad days when nothing goes right, I can still finds ways to be positive.
The higher the quality of service I provide during work the better I feel.
I am enthusiastic about my job
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Unlucky Born, Black & Poor Gender Religious Teachings Lack Of Knowledge Family
…responsible for our failures
Truth or Myth?www.facebook.com/getmoresales • [email protected]
Unless we are able to overcome the lies we
have been feed for decades and give ourselves
permission to experience success, we will
continue to hold others responsible for our
failures.
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Troy Holder’sBreakthrough | Discoveries:
THINK vs DO“Thinking positive without taking positive
actions is wasted potential, wasted time and wasted opportunities”
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Puzzle U Answers You can do more if you really make the effort
Doing ordinary things extraordinary well
Discovering new ways to exceed the expectations of those you serve
Going beyond what is expected is the new normal
Being at your best with every person
Adding value and integrity to every interaction
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1. The Role of Customer Service in Business Success
2. Working with Internal Customers
3. Developing Effective Communication Skills
4. The Power of Effective Interpersonal Skills
5. Emotional Intelligence – The Heart Smart Edge
6. Wining Telephone Techniques
Combined, these modules cover the necessary skills and knowledge which all employees should utilise in order to deliver service excellence during point of customer contact.
Full Course CONTENT Includes 6 Modules:
Troy Holder is available to facilitate the Customer Service EdgeTel: (246) 256-1804. Email: [email protected]