Would You Do Business With You? - dmghome · area of customer service & retention. She ... handling...
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Jane Handly For more than 20 years, Jane Handly has been highly sought-after as a speaker, trainer & consultant in the area of customer service & retention. She teaches practical ideas on exceeding expectations, handling difficult situations, increasing internal team work, boosting sales and much more. As dynamic as she is down to earth, her unique style captivates and motivates people to go the extra mile to wow their customers. Starting out as a graduate of Wake Forest University with a Masters Degree in Communication, Jane went on to become an author as well. Her two books: "Getting Unstuck" and "Why Women Worry" have been the subject of articles in Business Week, Money Magazine, Ladies Home Journal and USA Today. In addition, she has appeared on more than 200 radio and television programs. Her impressive list of clients includes American Airlines, Neiman Marcus, Pepsi, Bristol Myers Squibb, Verizon, Southwest Airlines, Seven Eleven, Subway and hundreds of other prestigious companies and franchises. As a consultant, Jane Handly has researched over 700 major businesses and has gathered information that includes over a half million face to face encounters with customer contact employees. She knows beyond a shadow of a doubt what it takes to get and keep your customers. Would You Do Business With You? How to Get, Keep, and Wow Customers in a Highly Competitive Marketplace www.seminarsondvd.com
Transcript of Would You Do Business With You? - dmghome · area of customer service & retention. She ... handling...
Jane Handly For more than 20 years, Jane Handly has been highly sought-after as a speaker, trainer & consultant in the area of customer service & retention. She teaches practical ideas on exceeding expectations, handling difficult situations, increasing internal team work, boosting sales and much more. As dynamic as she is down to earth, her unique style captivates and motivates people to go the extra mile to wow their customers.
Starting out as a graduate of Wake Forest University with a Masters Degree in Communication, Jane went on to become an author as well. Her two books: "Getting Unstuck" and "Why Women Worry" have been the subject of articles in Business Week, Money Magazine, Ladies Home Journal and USA Today. In addition, she has appeared on more than 200 radio and television programs. Her impressive list of clients includes American Airlines, Neiman Marcus, Pepsi, Bristol Myers Squibb, Verizon, Southwest Airlines, Seven Eleven, Subway and hundreds of other prestigious companies and franchises.
As a consultant, Jane Handly has researched over 700 major businesses and has gathered information that includes over a half million face to face encounters with customer contact employees. She knows beyond a shadow of a doubt what it takes to get and keep your customers.
Would You Do Business With You?
How to Get, Keep, and Wow Customers in a Highly Competitive Marketplace
www.seminarsondvd.com
Ways your business can be propelled._________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
What would you do today to make it easier for yourcustomers and clients to do business with you? (If youwere truly brave!)1.___________________________________________________________
2.______________________________________________________________3.________________________________________________________________
What do your customers and clients want and expectfrom you?
_______________________________________________________________________________________________________________________________________________________
_______________________________________________________________________
Reasons Companies Succeed1.________________________________________________________________
2.______________________________________________________________3._____________________________________________________________
4.___________________________________________________________
Cycle of ServiceWhat are all the steps along the way in serving the
customer that can impact your business?________________________________________________________________________________________________________________________________________________________________________________________________________________________
Crucial Moments1.___________________________________________________2.___________________________________________________3.__________________________________________________4.__________________________________________________5.__________________________________________________
How to Handle the Irate Customer
L
E
A
R
• REDUCE
CUSTOMER
FALLOUT RATES
& INCREASE
SATISFACTION
• MORE EFFECTIVELY TEAM
WITH YOUR INTERNAL
CUSTOMERS
• BECOME THE KIND OF SERVICE
PERSON PEOPLE RAVE ABOUT
• HANDLE DIFFICULT CUSTOMERS
& PROBLEM ACCOUNTS WITH
EASE
• GENERATE HIGHER LEVELS OF
REPEAT BUSINESS &
REFERRALS
• AND MUCH MORE... .
©2005 Seminars on DVD
How to Handle High Maintenance Customers1.________________________________________________________2.________________________________________________________3.________________________________________________________4.________________________________________________________
Why Customers Leave1%3%5%9%14%68%
PIMS Report (Profit Impact of Market Strategy)_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Clues to Superior Service_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
How to Have a Productive Day
1.________________________________________________________2.________________________________________________________3.________________________________________________________4.________________________________________________________5.________________________________________________________
What Customers Respond to:
1._____________________________________________ 2.___________________________________________3.______________________________________________ 4.___________________________________________
What employee empowerment really means. ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________
©2005 Seminars on DVD
Why Customers Won't Complain____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Tough Questions to ask continuously:
1. Who is your competitor?
2. Why are some doing better than you?
3. What are your most important weaknesses?
4. What are your most important weaknesses?
5. How would your clients rate your services.
The Best of Times and the Worst of TimesThink of a time you were in the marketplace (thisweek if possible)and a specific expeience you had thatwas either wonderful or awful. Turn to two peoplebeside or behind you. All of you need to share yourreal life experiences - both good and bad - ascustomers.
What do you do in your business about the following:
First Impressions?
Greetings?
Company Identity?
Salesmanship?
Close of transaction?
How do you think your internal clients would rate youon all of these areas?
©2005 Seminars on DVD
Four Secrets of Service1.______________________________________________________________________2.______________________________________________________________________3.______________________________________________________________________4.______________________________________________________________________
What can we learn from other people's experiences?
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Your Service Strategy and Vision________________________________________________________________________________________________________________________________________________________________________________________________________________________
How will you know when you have achieved it?How could you measure it?
Where would you like to see yourself 5 years from now?
Why is it important to you?
What will it mean to your company?
How will your company benefirt from the realization ofyour own personal acheivements?
What decisions to you need to make before you cancommit?
What hurdles will you have to overcome?
What strengths do you have that will help you overcomethese hurdles?
Find a Different Way to Do the Ordinary
©2005 Seminars on DVD
Additional NotesUpcoming DVDs
Ed ForemanHOW TO MAKE EVERY DAY A GOOD DAYDynamic Life Skills for Creating More Balance, Positivity & Happiness
Brian TracyDOUBLING YOUR PRODUCTIVITY How to Achieve Your Goals in Record Time
Les Brown YOU'VE GOT TO BE HUNGRY How to Get & Stay Motivated in a Challenging World
Michael Wickett CREATING CUSTOMERS FOR LIFEHow to Develop New Business from Your Existing & Prospective Clients
Mike Lipken THE POWER TO PERSUADETen Insights into Motivating, Leading & Influencing Yourself and Others
www.seminarsondvd.com©2005 Seminars on DVD
