Customer service wiki
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Transcript of Customer service wiki
Customer Service In TODAY’s Business Environment
• What is Customer Service?
- In today’s business environment, a great company is defined by the products and service that it gives to the average customer.
- A company that provides the best support, to their customers, compared to it’s competition (Kirk).
- Excellent customer service is the ability of an organization to consistently exceed the customer's expectations (AboutCustomerService.info).
When?• When is a good time for a company to provide
great customer service to it’s customers?
• Before• During• And After EACH and EVERY sell or encounter!
• Just because a “customer” doesn’t buy something doesn’t mean he/she is not a customer!
• Treat everyone as a potential customers – whether it be now or later.
Introducing the G R E A T way to have a SUPERIOR customer service team…
• Greet all customers & make them feel comfortable
• Respect cultural & other personal differences
• Evaluate how your customers want to be served
• Adjust your approach to match your customer's needs
• Thank your customers for their business (QMR).
Positive Attributes
• Friendly – smile, be warm and caring• Accurate – do it right the first time• Accountable – resolve problems fast or follow-up
if needed• Simplicity – make it easy for the customer• Respect – be grateful for their business, lookout
for their interest
(Siegel).
Commonly Quoted Customer Service Statistics
• Only 4% of customer bother to tell companies something is wrong. A business hears from only about 4% of its dissatisfied customers — 96% goes away … and 91% will never come back (WaiterBell).
• One dissatisfied customer will tell 9-15 people. Approximately 13% of dissatisfied customers will tell more than 20 people about their problem (WaiterBell).
• It costs 6 to 10 times more to acquire a new customer than to keep an existing one (WaiterBell).
• Long term customers are usually more profitable. A 5% increase in customers retention can boost profit by 25% to 125% (WaiterBell).
• The impact customer service has on a business is significant (WaiterBell).
Get to know your Customers!
• Put yourself in theirs shoes
• Understand their perspective.
• Their perception is reality.
• Know their needs and expectations
Don't just meet them - exceed them
Knowing your Customers
To know your customers you have to know the 6C’s of customer service:
Competition
Communication
Competence
Care
Complaints
Checks and Balances (BB).
Competition
• Know who else is out there competing for your customer's business.
• Know their strengths and weaknesses.
• Know how you measure up against them and where you out perform them.
Communication • Effective communication
• strong greetings and handshakes • good eye contact,• asking questions • listening actively.
• Two-thirds of all dissatisfied customers are unhappy because of poor communication.
• Never assume your customer understands.• A confused customer is a unsatisfied customer.
Competence• Demonstrate that you're competent.
• Show that you've got what it takes. Customers put their trust in people they believe can do the job.
• Take ownership when a problem occurs, even if it's not your fault. • It's not important that you didn't cause the problem.
What's important is how you'll solve it.
CareCustomers don't care how much you know
until you show how much you care.
• Be friendly
• Be courteous,
• Go out of your way! • Explain what you are doing• Take pride in your work
Complaints• Do not only accept complaints; welcome them.
• It’s a great tool in finding out what areas need improvement.
• Make it easy for customers to complain. • Online complain forms• Complaint cards in common areas• Publicized phone number for complaints
Checks and Balances
o Are you as good as you think you are? o Constantly check up on yourself.
oMeasure against the competition.
o Survey your customers.
o Research your industry trends.
o Evaluate yourself continually.
GREAT Customer Service
• A man is traveling and wants to send a package to his home. He speaks to the hotel concierge...
...here are two scenarios:
Excellent Customer Service
• Concierge #1: “The post office is around the corner. I estimate it will cost you $11.00.”
• Concierge #2: “I’ll be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s pick a carrier…”
Excellent Customer Service
• Would you agree that Concierge #2 displayed GREAT Customer Service?
• Concierge #2: “I will be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s select a carrier…”
ReferencesBlanchard, P., & Thacker, J. (2007). Effective Training: Systems, strategies, and
practices . Upper Saddle River: Pearson Prentice Hall
Business Balls (BB). Retrieved on 2010OCT8. Retrieved from: http://www.businessballs.com/customer_service.htm
Kirk, Katie. CMS: Customer Service in Today’s Business Environment. Retrieved on 2010OCT10.Retrieved from: http://www.customerservicemanager.com/customer-service-in-todays-business-environment.htm
Quality Media Resources (QMR). Retrieved on 2010OCT15. Retrieved from:http://www.qmr.com/products/customer_service/
Siegel, Donna . Sales skills, knowledge and tools for sales Professionals. Retrieved on 2010OCT15. Retrieved from: http://www.salesmba.com/articles1/csgn08.htm.
Waiter Bell Blog: In the Restaurant Customer Service Business. Research: Commonly quoted customer
service statistics. Retrieved on 2010OCT18. Retrieved from: http://waiterbell.wordpress.com/2006/04/06/research-commonly-quoted-customer-service-statistics/