wpg 8 pts of light cust svc

Copyright ©2010 Wheeler Performance Group. All rights reserved

Customer Service ExcellenceCustomer Service Excellence

‘‘8 Points of Light’8 Points of Light’

OrOr

How to ACQUIRE AND KEEP your CustomersHow to ACQUIRE AND KEEP your Customers

Plan - Process - Execute – Results

StandardsJohn Wheeler, Managing Partner

(508) 430-2319


Customer is KING/QUEEN!!

Market Strategy

Campaign Management

Lead Management

Prospect

To CloseOrder

To Cash

Most

Valuable

Customer

Fulfillment

Retail

Telephone

Mail Order

Direct Sales

Web

Customer


Excellent Customer Service

59% of respondents would stop doing business with a company that delivers bad service (1)

79% of survey respondents say they would become repeat customers due to a positive experience (1)

82% would recommend a business to family and friends after receiving good service (1)

An unhappy customer will tell his or her story to at least nine other people and 13% of those unhappy former customers relate their stories to more than 20 people. (2)

For every complaint received there are, on average, 26 customers with problems. (2)

It costs 6 times as much to acquire a customer than to retain one.

(1) Source: Greenfield Online and Aspect Communications Survey, 2002

(2) Research Institute of America


Customer Service Excellence Objective

1. A high quality product/service2. Good value for the price3. Excellent service4. Have it when they want it

Want to do business with us again Want to tell their friends, acquaintances and others about their positive experience!!

To provide a customer with a buying experience that makes them:

Four things customers want from the companies he/she does business with:

Peppers and Rogers, 1/20/03


Great things are not done by impulse but by a series of small things brought together.

- Vincent van Gogh


#8. Be Customer-Centric

Customers are their lifeblood. Treat them as such. Approach everything they do with the client in mind:

– Responding to the customer while not looking at them Beware the front office

– Who answers calls and how those calls are answered– Who is the most important person in your office?

Treat their clients as they would wish to be treated Companies that focus on clients can increase the value of

their customer base by identifying those who are most profitable and building trusted advisor relationships with them to maximize profits.


#7. Keep the Communication Lines Open and Be Proactive

Keep the customer in the loop Next Steps (Tasks, Dates) Reconfirm meeting dates/times Provide good news and bad news Share bad news as soon as possible, with

implications AND options


#6. Be Responsive

Respond in timely fashion to inquiries about their service

If can’t provide the service inform prospect and suggest an alternative

If can satisfy prospect’s needs in the future inform prospect of same


#5. Keep their Promises

Do whatever it takes to meet their commitments– Going to be somewhere, be there or call to

inform client otherwise– Going to complete a project by a date, do

everything to meet that date

Rewarding customer for inconvenience


#4. Be Flexible and Adaptable

Respond to individual customer schedules and needs, within limits

Be prepared to change, when needs change If can’t accommodate customer explain why, in non-

offensive manner


#3. Empower Their People

Person who gets the question owns the issue

Has authority and responsibility to solve the problem

Insure employees know their limits of authority


#2. Follow-up with Customer Satisfaction

Sale is not over when product/service is delivered

Undertake effort to learn:– What went well– Areas needing improvement– If customer will act as reference


#1. Show They Care!

68% of customers quit doing business with a company because of their indifference.

Greeting― SMILE!!!― Have them feel as though they are stepping into your living room

‘Eyes to eyes’ Make the Customer feel ‘SPECIAL’ Say “Thank You”

― Personal Notes


“There is only one boss. The Customer. And he can fire everybody in the company from the chairman/owner on down, simply by spending his money somewhere else.”

Sam Walton