positively out-ageous customer satisfaction! · to find creative ways to engage your customers. ......

Positively Out-ageous Customer

Satisfaction! Steve A Klein

Professional Development Center Improving Performance, Productivity & Results

Since 1980!

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“It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.”

- Charles Darwin

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FactsAboutCustomerServiceThatWillBlowYourMind

1. Consumers are 2 times more likely to share their Bad Customer Service Experiences than their Good Ones. (Source: Salesforce.com) 2. 63% of U.S. Customers say they have Stopped Doing Business with a brand due to a Poor Customer Service Experience. (Source: Microsoft) 3. For every Customer Complaint, there are 26 other Unhappy Customers who have Remained Silent. (Source: Providesupport.com)

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4. It takes 12 Positive Experiences to make up for One Unresolved Negative Experience. (Source: Providesupport.com) 5. By 2020, the Customer will Manage 85% of the Relationship with an Enterprise without Interacting with a Human. (Source: Fonolo.com) 5. The First Known Customer Service Complaint is Inscribed on a Clay Tablet on display at the British Museum. Apparently, Someone Delivered Copper that was the Wrong Grade. It was written sometime around 1750 B.C. (Source: OpenCulture.com)

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7. An estimated $41 billion is Lost by U.S. companies alone Each Year due to Poor Customer Service. (Source: SocialMediaToday.com) 8. 80% of Americans agree that Smaller Companies Place a Greater Emphasis on Customer Service than Large Businesses. (Source: LiveHelpNow.com).

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It is estimated that the lifetime value of a: Pizza Customer = $10,000 Grocery Store Customer = $50,000 Automobile Customer = $350,000

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Change

PeopletendtoChangeinthreeways:

1)Slowly 2)Rarely 3)Never

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BusinessIsAboutRelationships

You’renotinthePromotionalProductsindustry…You’reintheRelationship-BuildingIndustry!

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“A Customer is the most important visitor on our premises,

he is not dependent on us. We are dependent on him.

He is not an interruption in our work.

He is the purpose of it.”

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“He is not an outsider in our business.

He is part of it. We are not doing him a favor by

serving him. He is doing us a favor by giving us

an opportunity to do so.” -Mahatma Ghandi

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IstheCustomerAlwaysRight?

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IstheCustomerAlwaysRight?

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CustomerSatisfactionisanAttitudeNotaDepartment

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YouAreYourCompany

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

– Sam Walton

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TheImportanceoftheCustomerExperience

TheCustomerExperiencecontinuestobeakeydriverinprofitability:

• TherevenuebenefitsofabetterCustomerExperiencerangefrom$31millionforretailerstoaround$1.3billionforhotelsandwirelessserviceproviders.

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WhatCustomersWant

Researchshowsthat86percentofconsumerssaidtheywouldbewillingtopaymoreforabetterCustomerExperience.

86%Forrester “The Business Impact of Customer Experience, 2012”

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GoingBeyondCustomers’Expectations

1)Ifwecanimproveourbusinessjust3%withourexistingClients,itisthesameascuttingcostsby10%.

2)Itcosts8timesmoretogetanewCustomerthanittakestokeepanexistingCustomerhappy.

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WhatisPositivelyOutrageousCustomerSatisfaction?

RandomandUnexpected.

Anoutofproportionresponsetothecircumstance.

ItinvitesthecustomertoPlayorbecomeotherwisehighlyinvolved.

PositivelyOutrageousCustomerSatisfactioncreatescompellingwordofmouthandlifetimebuyingdecisions.

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CustomerSatisfactionResults

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CustomerSatisfactionResults

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BecomeYourCustomers’Advocate

“Do what you do so well that they will want to see it again and bring their friends.”

– Walt Disney

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RuleofCustomerService

It takes: $10,000efforttogetaCustomer 10secondstoloseaCustomer 10yearstogetaCustomerback Theytell10peoplein… 10days

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“I won’t complain. I just won’t come back!”

-Brown & Williamson Tobacco Ad

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StarttheDayWithAPositiveAttitude

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StartthedaywithaPositiveAttitude!

Whenyouaredoingwhatyouaredoing,whoareyoubeing?Areyoubeingimpatientandboredorareyoubeing

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ByacceptingthatyouchooseyourATTITUDE,youdemonstratealevelofpersonalaccountabilityandproactivity.

ChoosingyourATTITUDEandactinglikeavictim,aremutuallyexclusive.HaveanATTITUDEofbringingyourbestselftoworkandlovingtheworkyoudo.WeCANbringourbestqualitiestowork…itisourchoice.

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Happypeopletreatotherswell.FUNleadstocreativity.Havingagoodtimeishealthy.Workbecomesarewardandnotjustawaytorewards.

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BeingPLAYFULinthewayyouworkallowsyoutofindcreativewaystoengageyourCustomers.EngageyourCustomersbyfindingwaystorespectfullyincludethemandtoinvitethemtojoininyourfun.HowwillyouPLAYwithyourCustomers?

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This is a Playground. Watch out for Adult Children!

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EngageyourCustomersinways,whichcreateenergyandgoodwill.DevelopalistofstrategiesforsupportingandenhancingyourInternalCustomers.

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ServingCustomersgivesthesatisfactionthatcomestothosewhoserveothers.Itfocusesattentionawayfromproblemsontohowtomakeapositivedifference.“MomentsofTruth”–makeeverytransactionwithCustomersapositivetransaction.

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AskCustomersto“comeoutandplay.”LookforasmanywaystocreategreatmemoriesforyourCustomers.IfyoualwaysgiveCustomersmorethantheyexpect,youwillMAKETHEIRDAY!

HowwillyouMAKETHEIRDAY?

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BEPRESENTforeachotherandyourCustomers.

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OurWorkplace

AsyouenterthisplaceofworkpleaseCHOOSEtomaketodayagreatday.

YourColleagues,Customers,TeamMembersandyouyourselfwillbethankful.

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OurWorkplace

StayfocusedinordertoBEPRESENTwhenyourCustomersandTeamMembersmostneedyou.

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OurWorkplace

FindwaystoPLAY.

Wecanbeseriousaboutourworkwithoutbeingseriousaboutourselves.

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OurWorkplace

Andshouldyoufeelyourenergylapsing,trythissurefireremedy:Findsomeonewhoneedsahelpinghand,awordofsupportoragoodear–andMAKE

THEIRDAY!

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PeopleRespondToUsBy…

How we Look (Professional Appearance) How we Act (Professional Manner)

What we Say (Words & Phrases) How we Say It (Tone, Inflection & Non-

Verbal) You have 100% Control over how you

Look, how you Act, What you Say & How you Say it!

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In any field, the secret to success is simple: Enjoy what you do!

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FiveDeadlySinsofCustomerService

1)Puttingmoneyorprofitsaheadofservice.2)Peopleblamingothersorwhiningthatit’snottheirjob.3)Notlistening.Anticipatingtheanswerbeforehearingthesituation.4)NotpayingattentiontotheCustomerorthecompetition.5)Lipservice,orworse,lying.

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“To open a business is very easy. To keep it open is very difficult.”

– Old Chinese Saying

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15ObsessiveCustomerSatisfactionRules

1)YourRealJobistoServeYourCustomersinaSuperiorway:

• HowcanyoumakeyourCustomerslookgood…• TotheirBoss?

• TotheirCustomer?• InventWaystoOVER-DELIVER• InventWaystoIMPRESS• IdentifyandAnticipateTheirNeeds

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2)DevelopaMindsetForCustomerSatisfaction:• Observeit• ReadAboutit• BeGenuinelyInterestedinit• BePassionateaboutCustomerSatisfaction

3)NeverSayIDon’tKnow”:• IfYouDon’tKnowtheAnswer,Say,“That’saGoodQuestions,LetMeFindOutForYou.”

• BeYourCustomer’sResourcePBK.com

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4)BeOnTopofYourGame:

• KnowYourIndustryInsideOut• BetheExpertforYourCustomer

5)BeTheEasiestPersontoDoBusinessWith:

• BeAgreeable• AnticipateYourCustomers’NeedsandHaveTheAnswerAheadofTime

• “TheAnswerisYes-NowWhat’stheQuestion?”PBK.com

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6)WhenAMistakeIsMadeThatCausesAProblem:• NeverMakeExcuses• TakeImmediateandCompleteOwnershipoftheProblem

• NeverForgetThatEveryProblemisanOpportunitytoImpressYourCustomer

• SolvetheProblematNoCosttotheCustomer• MakeSureTheyGetSomethingExtra• MaketheMistakeaPositive

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7)BeResponsive:• ReturnCustomerCallsinOneMinuteifYouAreAble-IfNot,ReturnTheirCallinTwoMinutes,etc.

• RespondtoEmailsImmediately(NeverMoreThan4Hours)

• BeatEveryDeadline• IfYourReceiveaCallwithQuestions,DropEverythingandRespondImmediately

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8)BeaWarriorForYourCustomer:

• AlwaysFightForYourCustomers’Interests

9)MakeYourCustomerYourFriend:• DevelopaGenuineInterestinThem

• BeTrustworthy,LikeableandFaithful• BeaPerformerandTheyWillBeYourFriend

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10)DressLikeaLeader:• DressingWellBuildsConfidenceandSelfEsteem• PeopleWhoDressWellareMoreSuccessful

11)TreatYourCustomer’sMoneyasifitisYourOwn:• GiveThemaFairPrice,EvenWhenYouDon’tHaveto

• NegotiateonTheirBehalf• ProvideThemAlternateSolutionsthatSaveMoney

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12)OperateWithASenseOfUrgency:• ItInspiresConfidence• UseWordsorPhrasessuchas“Absolutely,”“RightAway,”“IWillJumponthisImmediately.”

13)AlwaysMakeYourCustomerFeelImportant:• MakeYourCustomersFeelasifYourAreWorkingOnlyForThem

• KnowTheNamesofAssistants,Spouses,Co-Workers,etc.

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14)NeverSettleForSatisfyingYourCustomer:• InventWaystoOver-ImpressandExceedExpectations• AlwaysAttemptto“Surprise”theCustomerwiththeFactThatYouAlwaysGothe“ExtraMile”

15)HaveAnInnovator’sMindset:• SeekMethodsForImprovingandUseittoDoSomethingAmazing

• ConstantlyRe-inventWaystoProvideGreatCustomerSatisfaction

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HowToBeACustomerSatisfactionSuperstar

Kill‘emwithService.

GivethemMorethantheyExpectforwhatthey’repaying.

WhatevertheCustomersAsks…theAnswerisAlways,“YES!”

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CustomerSatisfactionAttitude

1) DoYouSolveProblemsCreatively?

2)AreYouPersistent?

3)DoYouExpecttheBestinAnySituation?

4)DoYouTakePersonalResponsibility?

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CustomerSatisfactionAttitude

5)AreYouCommittedtoSucceed?

6)AreYouDevotedtoWhatMustBeDone?

7)DoYouThinkPositivelyinAdverseSituations?

8)DoYouTrulyAppreciateYourCustomers?

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“Our goal: to do such a good job serving our Customers…that

they won’t notice.”

(Sign seen in the corporate headquarters of a company in the

financial services industry)

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CustomerExpectations

“A completely satisfied Customer typically believes that the company excels in understanding and addressing his or her personal preferences, values, needs or problems.” “To figure out how to satisfy Customers in this fashion, a company has to excel at listening to Customers and interpreting what they are saying.” – Harvard Business Review

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WhatAreYourCustomersReallySaying?

1.Listentome2.GivemeDependableService3.AccurateInformation4.BeConsistent5.CourteousService6.Action7.Communication

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WhatisValueToYourCustomer?

Value= Got

Cost

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HandlingProblemsandComplaints

1)Don’tinterrupt.2)Askquestions.Thenbequiet.Concentrateonreallylistening.3)Prejudicewilldistortwhatyouhear.Listenwithoutprejudice.4)Don’tjumptotheanswerbeforeyouheartheentiresituation.5)Listenforpurpose,detailsandconclusions.

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HandlingProblemsandComplaints

6)Activelisteninginvolvesinterpreting.7)Listentowhatisnotsaid.Impliedisoftenmoreimportantthanspoken.8)Thinkbetweensentences.9)Digestwhatissaid(andnotsaid)beforeengagingyourmouth.10)Demonstrateyouarelisteningbytakingaction.

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MarriottStudyonReturningCustomers:

IfThereWas…NoProblem=81%wouldreturnAnUnresolvedProblem=69%wouldreturnAResolvedProblem=94%wouldreturn

CustomerswhohaveProblemsResolvedareMoreLoyalthanCustomerswhodidn’thaveaProbleminthefirstplace

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CustomerWords

• “MayI?”(Askingpermissionimpliesauthority.)• “I’dlikeyouradvice.”(Suggestswisdom.)• “I’dsureappreciateitif…”(There’sanimplicationthattheyhavethepowertorefuseorgrant.)

• “You’reright.”(Apatontheback.)• “I’dlikeyouropinion.”(Thecustomerisbeingelevatedtoapedestal.)

• “Please.”(Agreatlubricatorinhumanrelations.)

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“The things that you’re not doing now, and that you should be doing, are the things that cost you time and money.” - Steve A Klein

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Habit

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Make a

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“I have a premonition that soars on silver wings.

A dream of your accomplishments and other wondrous things.

I do not know beneath what sky nor where you’ll challenge fate.

I only know it will be high. I only know that all of you will be great!”

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Please complete your session evaluation now to receive credit for session attendance.

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THANKYOU!

SteveAKleinProfessionalDevelopmentCenter

[email protected]

(972)644-2048PlayMakersTalkshow.com

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positively out-ageous customer satisfaction! · to find creative ways to engage your customers. ......

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