tips to improve customer service - 8/15/16

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TIPS TO IMPROVE CUSTOMER SERVICE

Millennium Systems International


David Seugling Customer Success Specialist

Millennium Systems International

Dave is a Customer Success Specialist here at Millennium S.I., who also has a background in Technical Support. Through his knowledge of the software, meticulous attention to detail, and passion for our clients’ success, Dave is able to ensure that businesses have the best experience possible. He has been a team member for 3 years and thoroughly enjoys working one-on-one with our clients. Dave is a New Jersey native who, in his free time, loves to travel and cook.

YOUR PRESENTER


GOTOWEBINAR OVERVIEW

• All attendees are muted upon entry to the webinar

• The webinar is in “listen only” mode for attendees

• If you have questions for the presenter(s) or host, please enter them into the

“Questions” box in the panel on the right hand side of your screen

• At the end of this webinar, please take some time to fill out the brief survey

that will be sent to you via e-mail


TIPS TO IMPROVE CUSTOMER SERVICEHow would you rate your business in the customer service department? Or better yet – how do your clients rate you? Take this class with Millennium’s David Seugling to learn 5 easy ways to improve your customer service skills!


PROVIDE A CUSTOMIZED EXPERIENCE – EVERYTIME!

USE YOUR SOFTWARE TO PROVIDE THE BEST POSSIBLE

EXPERIENCE!

1


Use UDF Field to Get Answers to Generalized Questions


1


Use Formulas to Document EVERYTHING (Complaints, Concerns, etc) – Make Sure They are Properly Categorized


1


Celebrate Birthdays, Anniversaries, Professional DaysPROVIDE A CUSTOMIZED EXPERIENCE –

EVERYTIME!

1


Provide Welcome Bags for New Clients


1


Reward Top Clients (Discounts, VIP Parties)PROVIDE A CUSTOMIZED EXPERIENCE –

EVERYTIME!

1


Provide Customized PackagesPROVIDE A CUSTOMIZED EXPERIENCE –

EVERYTIME!

1


COMPLAINTS & COMPLIMENTS

HAVE A PROCEDURE TO HANDLE COMPLAINTS &

COMPLIMENTS!

2


Train your ENTIRE team on how to handle complaints (on social & in person)

Practice rehearsing how to respond in difficult situations and provide staff a step-by-step path

Empower your Front Desk to make decisions in tough situations

COMPLAINTS & COMPLIMENTS2


Ask Clients who have made positive remarks to write reviews, or allow you to post their image & remark on Social Media

Empower Service Providers by making them aware of compliments

Offer bonuses for Employee of the Month / employees with high client retention

COMPLAINTS & COMPLIMENTS2


POSITIVE ATMOSPHERE

CREATE AN ATMOSPHERE IN YOUR SALON THAT MAKES CLIENTS FEEL RELAXED, WELCOME, AND WELL-

SERVICED!

3


Do not allow ANY negative chitter-chatter (gossip, etc) Ensure business has proper music, is constantly clean, staff is

dressed properly, & staff on “down-time” are acting productively Educate Service Providers & Front Desk to ask the right questions

before the Service is performed Encourage Service Providers to read formulas to help spark

conversation Educate Service Providers on latest promotions, points programs,

and industry knowledge to maximize client experience Offer water, coffee, tea etc

POSITIVE ATMOSPHERE3


SETUP CLIENT LOYALTY PROGRAM

SHOW YOUR CLIENTS YOU APPRECIATE THEM WITH A CLIENT

LOYALTY PROGRAM

4


Create Loyalty Programs that not only appreciate the client, but benefit the business (referrals, pre-booking, etc.)

4SETUP CLIENT LOYALTY PROGRAM


Educate staff on Loyalty Programs Promote them via Email & Pamphlets

4SETUP CLIENT LOYALTY PROGRAM


MARKET SMART

USE YOUR SOFTWARE TO MARKET “SMART” SO YOUR CLIENTS FEEL LIKE

YOU ARE MARKTING DIRECTLY TO THEM!

5


Use Reports/Client Selection to market to clients who are due in, cancellations, pending appointments, who haven’t been back in, who tried service “A” but not service “B”, who are police offers, who have children, who have a particular hair color, etc.

Market to Clients who have points that they can redeem Market to clients who have outstanding liabilities / liabilities about

to expire

MARKET SMART5


MARKET SMART5


CONTACT USFor Information about Millennium or Meevo

[email protected]

For questions about today’s [email protected]

mailto:[email protected]

mailto:[email protected]

tips to improve customer service - 8/15/16

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