Fantastic Customer Service
31
SUCCESS 7 Secrets to fantastic Success 6
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14-Sep-2014 -
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Presentation to the BAR Convention 19th May 2012
Transcript of Fantastic Customer Service
SUCCESS7 Secrets to fantastic
Success
6
Derek ArdenPresident of the UK’s Professional Speaking Association
Speaker, Masterclasses, Profit mentor, Author and Motivator
0044 7980 241185
www.derekarden.co.uk
Customer
ServiceIs absolutely the number preditor of
profitability
Make sure you hit the
profit button
DEREK ARDEN
StateAre you in the right state
or a right state?
Learn
RelearnWOW
EnergyEnthusiasm
Attitude
Genuinely care
First impressions
Under promise and over deliver
Follow up
Ask and listen and
deliver
Rapport
Say thanks and get testimonials
Social media
Every customer is unique
There is a solution to every problem embrace problems
Rise to challenges
Every communication has an effect on the customer
If anyone can do it - we can
The person that exhibits the most flexibility has advantage
Behind every behaviour there is a positive intention
12
It’s what you learn after you know it all that really counts
know afterJohn Wooden
Rate your
servicescale of 0------10
You don’t get a
second chance to
make a first
impression
Director
of 1st
Impressio
ns
What are your unwow’s
Get rid of them
Rate service
scale of 0------10
CareAttitudeFirst impressionsTimingsDeliveryChallengesPeople
Customer
ServiceIs absolutely the number preditor of
profitability
Make sure you hit the
profit button
DEREK ARDEN
Genuinely care
First impressions
Under promise and over deliver
Follow up
Ask and listen and
deliver
Rapport
Say thanks and get testimonials
www.derekarden.com
Influencing•Liking
•Authority
•Scarcity
•Social proof
•Reciprocity
•Commitment and Consistency
•Contrast principle
Fantasticand
Unfantastic
www.derekarden.com
Male and Female negotiators
Male• Competitive?
• Poor listening
• Poor body language skills
• WIIFM
Female• Fairer?
• Equality
• Better listeners
• Time poor?
• WIIFU
When you learn you
earn
27
Text
How is energy is transmitted by mirror neurons?
SUCCESS
MAKEITCOUNTSpeed Stuns
Derek ArdenPresident of the UK’s Professional Speaking Association
Speaker, Masterclasses, Profit mentor, Author and Motivator
0044 7980 241185
www.derekarden.co.uk
