The power series customer service 2020
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The power series Creating Raving Fans
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The power series customer service 2020
- 1. Power Series Creating Raving Fans by Richard Mulvey
- 2. The Power Series 2020 Week 1 - Getting New Customers Week 2 - Selling over the Telephone Week 3 - Sales Proposals and Presentations that Win Week 4 - Handling Objections/Closing the Sale Week 5 - Sales Negotiation Week 6 - Key Account Management Week 7 - 7 Habits of Highly Successful Salespeople Week 8 - Selling at your Higher Price Week 9 - Selling Face to Face - (online or on the road) Week 10 - Customer Service - Creating Raving Fans
- 3. What are we going to discuss today? Why Satisfied Customers is not enough Creating a customer Service Vision Listen to your customers - Stop Listening Your Products Your Service Your People Handing Complaints
- 4. The Business of Business The Business of Business is to Satisfy Customers
- 5. What do we do all day? Reports to write Meetings to attend E-mails to answer Proposals to write Strategies to develop Staff to supervise Deliveries to organise More meetings Secretary’s lunch Pacify the Boss Input/check Data Read the Junk Mail Yet more meetings Talk to a customer
- 6. What do sales people do? Make sure the Customers Return
- 7. Why do Customers Return? Friendly Service Quality Product Best Price 45% 36% 19% Customers Care about Customer Care!
- 8. The Bad News Having satisfied customers is not enough. We need to develop Raving Fans!
- 9. Raving Fans! Create a Vision Find out what your Customers want Deliver - one step at a time
- 10. How to create a vision Get together in departmental groups Be the customer Make notes on what you see
- 11. Find out what the customer wants Ask and Listen Discard things you don’t want Think beyond the “Faster Horse”
- 12. Listen - Stop Listening 1997 - Movie rental 2000 - Movies sent in the post for a monthly rental 2001 - Customer survey - Greater Selection of movies - Delivered by Fedex rather than post - Lower fees 2007 - Streaming 2013 - Create their own content
- 13. Online reviews and Social Media Twitter #QantasLuxury Clicks Hello Peter You Tube
- 14. Online reviews and Social Media
- 15. Three Areas of Customer Service Your Product / Service Your People Your Systems
- 16. Your Product / Service Does it work? Is it designed with the customer in mind?
- 17. Plastic bubble packaging Your Product / Service
- 18. Your Product / Service
- 19. Your Product / Service
- 20. Your Product / Service
- 21. Your Product / Service
- 22. Your Product / Service
- 23. Your Product / Service
- 24. Your Product / Service
- 25. Your Product / Service
- 26. Your Product / Service
- 27. Your Systems Are your systems customer friendly? Do you have systems for every customer interaction?
- 28. Your People Do you care about them? Do they care about the customers? Do they have the skills?
- 29. Make them feel welcome What is the sweetest sound in the world? Flatter them Make them feel like a close friend coming into your home
- 30. What is the best thing the customer can do for you?
- 31. Complain! 96% of dissatisfied customers never complain. 90% of customers who are unhappy with the service never return. If you fix the problem, 50% - 74% will return. If you fix it straight away...... 96% will stay Forever!
- 32. Listen! Remain calm and objective Don't Argue / Don't interrupt Empathize Tell the customer what you will do Then do it! Complaints
- 33. Slides
- 34. Summary Why Satisfied Customers is not enough Creating a customer Service Vision Listen to your customers - Stop Listening Your Products Your Service Your People Handing Complaints
- 35. Any Questions
- 36. Power Series Creating Raving Fans by Richard Mulvey