Severino P. Reyes aka Joey Reyes short talk on the importance of Building the Team and Building the Brand. Building a relationship with customers. He also share the 6 levels of customer service as introduced by Ron Kaufman in Up Your Service.

2. HAND CLASP

3. Definition of Insanity
Insanity is doing the
same things over and
over again and
expecting different
results.

4. G

5. Growth

6. Growth
Stability
D

7. Growth
Stability
Decay

8. The shift to relationship marketing
Transactional focus Relationship focus
Orientation to single sales
Discontinuous customer contact
Focus on product features
Short time scale
Little emphasis on customer service
Limited commitment to meeting
customer expectations
Quality is the concern of
production staff
Orientation to customer retention
Continuous customer contact
Focus on customer value
Long time scale
High customer service emphasis
High commitment to meeting
customer expectations
Quality is the concern of all staff

9. A 5% increase in customer
retention leads to a 25-95%
increase in company
profits.

10. Emphasis on
new customers
(customer
catching)
Partner
Advocate
Supporter
Client
Customer
Prospect
Emphasis on
Developing and
enhancing
relationships
(customer
keeping)

11. Actions that affect relationship
Positive actions
Initiate positive phone calls
Make recommendations
Use candid language
Use phone
Show appreciation
Make service suggestions
Use ‘we’ problem-solving language
Use jargon or shorthand
Air personality problems
Talk of ‘our future together’
Accept responsibility
Plan the future
Negative actions
Make only call backs
Make justifications
Use accommodative language
Use correspondence (email)
Wait for misunderstandings
Wait for service requests
Use ‘owe us’ legal language
Use long-winded communications
Hide personality problems
Talk about making good on the past
Shift blame
Rehash the past

14. Service is taking action
to create value for
someone else.

24. The Six Levels
of Service
Apply this to
your job. What
action can YOU
take to Step
UP?

26. Four Different Categories of Value

27. The BIG Picture
The experience
your customers
value. Where do
you see a big
opportunity to
add or create
more value?

29. Who should take
responsibility for
making these
improvements?

34. Take Personal
Responsibility
Blame, Shame
and Excuses do
not make
things better!
What action
can you take?

36. Powerful Partnerships
Create More Value
With Synergy

44. Globe 0917-555-JOEY
02-503-0000
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