ten slides in ten minutes - customer care and communication

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An overview of what to focus on when dealing with customers to ensure satisfaction.

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Page 1: Ten slides in Ten minutes - Customer Care and Communication

S S Ten Slides in Ten Minutes: Customer Care and Communication [Capturing the Hearts and Minds of Prospects & Clients]

Presented by:

Bill Graham APM.APMP

June, 2013

[email protected]

Page 2: Ten slides in Ten minutes - Customer Care and Communication

Dominant Exclusive Emerging Pervasive Absent

Symbiotic relationship with clients

Sustainability

Making the competitors irrelevant

Projects Particular Performing Pertinent People Places

The Sustainable Business Imperative

Building mutually beneficial and sustainable long-term client relationships

Source: Sales Synthesis

Multi-National Companies [MNCs] may embrace a new dawn or a long dark night.

Know where you are going

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Page 3: Ten slides in Ten minutes - Customer Care and Communication

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Customers are extremely important to any business, they are the people who allow the

business to make money and thus ensure your employment in the organisation is

maintained – in essence, it is the customer that pays your salary. It is essential that all

employees look after their customers, treat customers with respect and view each

customer as an individual with individual needs that need to be met.

In dealing with customers, they need the undivided attention of whoever is helping

them and need to be seen as an extension and not an interruption to your work.

Customers can be internal, external, local, national and international. Each group has its

own individual needs and therefore need to be treated accordingly.

The Need for Customers

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a) High level of quality

b) High degree of flexibility

c) High levels of service

d) Low costs

e) Short lead times

f) Little or no variability

What Customers Want

Page 5: Ten slides in Ten minutes - Customer Care and Communication

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Customers complain when they want the service provider to correct something that is wrong. A complaint in definitive terms is: “An expression of dissatisfaction that requires a response.” So customers complain because they are unhappy and it is your job to ensure that you can resolve the complaint so that the customer ultimately leaves your organisation smiling and with feelings of trust and happiness as opposed to anger and frustration.

Why Do Customers Complain?

Page 6: Ten slides in Ten minutes - Customer Care and Communication

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What do we do badly?

If customers think that you do things badly, you need to know this immediately so that you

can make the necessary changes. When you get this feedback, listen carefully, no matter

how unimportant it may seem to you. If one customer is unhappy in this regard, others may

be too.

What should we continue doing?

In answering this question, your customers will tell you why they are continuing to use the

services that you are offering them. This feedback is important as it reinforces the positive

in your business and if this feedback is given to all employees of the organisation, it will

boost morale and encourage the positive behaviour to continue.

What do we need to change?

This question will allow you to discover what you need to do differently. Customers may not

necessarily be unhappy with the service that you are offering, but just give you information

on how you can improve on your processes.

Important Questions to Ask Customers

Page 7: Ten slides in Ten minutes - Customer Care and Communication

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Method Action

1. Complaints monitoring: This can be highly effective if you have good processes in place to capture the relevant information

Make sure all the complaints are written down. Check the list regularly and take action to ensure it does not happen again and again.

2. Suggestions schemes: This can be effective if well managed.

You need to have a box on the front counter with an easy, tear-off notepad. You could also offer a prize at the end of the month for a randomly selected writer

3. Consultation with other businesses: This can be done in the form of a mystery shopper. It is good for picking up new ideas and seeing how other businesses operate.

Join an industry group, attend their events and mix with other attendees. Ask questions to learn about ideas to apply to your organisation.

4. Service surveys: These are effective if done properly and are relatively inexpensive.

By getting your customers to fill out a written survey you can gain feedback on all aspects of your business.

5. Focus groups: Can be good for relationship building

Call four to six of your regular customers in for tea or a drink after work. Ask then the three key questions and list their responses.

6. Customer panels: Give quick feedback and can assist in gaining continuous feedback

Conduct on a regular monthly or quarterly meeting with your focus group

7. Open days/road shows: Good for big businesses Conduct on a regular monthly or quarterly meeting with your focus group

Methods of Consulting with Customers

Page 8: Ten slides in Ten minutes - Customer Care and Communication

The key to enhanced ‘Client Interaction’ performance is the consistent handling of "moments of truth“ - those few interactions where clients have an unusual amount of emotional energy invested in the outcome.

You have got to be able to identify and capitalise on these moments.

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Focus on Moments of Truth

Page 9: Ten slides in Ten minutes - Customer Care and Communication

Components of Trust:

1. Competence 2. Respect 3. Appearance 4. Positiveness 5. Responsibility 6. Listening 7. Empathy 8. Honesty 9. Patience 10. Common interests 11. Enthusiasm 12. Loyalty 13. Good communication 14. Security 15. Self-sacrifice.

Relationships can only be Developed through Trust

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Page 10: Ten slides in Ten minutes - Customer Care and Communication

Q&A

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