3. What’s your role?
Your role – Why’d
care?
Who are customers?
How to keep ‘em!
How to lose ‘em!
Loyalty Facts
What Does A
Customer Want?
How to be No. 1?
3
10. Who are Customers?
The Customer is the business’s biggest asset
The Customer pays our salaries
The Customer will go where s/he receives the best attention
You must be your customer’s best choice !
Not dependent on us - we on him!
Not an interruption to our work - the reason for it!
Not an outsider to the business - part of it!
We’re not doing him a favour by serving him - he’s doing us a
favour by giving us his business
10
11. Your Customer
1. One thing that you like about serving
your customer
2. Share your best moments with the
customer
11
12. How to Lose Them?
SURE-FIRED WAYS TO DRIVE ‘EM AWAY
— Ensure long waits
— Give ‘em the "run-around"
— Answer with, "That's not my job", "I just do what they tell me",
"We can't do that", and "our policy… "
— Bad-mouth your program, the organization or the competition
— Demonstrate your lack of product or service knowledge
— Be an "uncaring" customer service person
— Fail to follow-up
— Use the voice tone that says you don’t care
— Confuse ‘em with inconsistent body language
12
13. How to Keep Them?
Being The Best -- Everyday!
HIGHLY EFFECTIVE CUSTOMER SERVICE PEOPLE:
— Exceed customer expectations
— Find out how customers want to be treated
— Know the customer's needs are a priority
— Listen effectively to ensure they understand the customer
— Don’t take complaints personally
— Look and act like a professional
— Keep learning
— Keep teaching
— Smile genuinely
— Respect the customer
13
14. Loyalty Facts
Employees’ attitudes make a difference to brand loyalty
68% 41% 70%
of customers LEAVE of customers of of customers brand
because of poor customers are perception is
employee attitude LOYAL because of determined by
a good employee experiences with
Source: Parkington and Buxton, attitude PEOPLE
Study of the US Banking Sector,
Journal of Applied Psychology
Source: MCA Brand Ambassador Source: Ken Irons, Market Leader
Benchmark
14
15. Facts about Dissatisfied Customers
• The average company loses approximately
20% of its customers each year. - U.S Bureau of
Consumer Affairs
• It costs five times more money to attract new
customers than to keep existing customers
satisfied. – General Motors Study
• Even if you achieve 95% customer
satisfaction, you still have 50 customers out
of every 1,000 walk away dissatisfied. - Unknown
• For every 1 dissatisfied customer who
complains, there are 26 others who say
nothing. Of those 26, 24 will not come back. –
U.S Bureau of Consumer Affairs
15
16. Facts about Dissatisfied Customers
• Average business doesn’t hear from 96% of
unhappy customers.
• For every 1 complaint received, there are 24
people with unvoiced problems, 6 of which are
serious.
• > 90% who are dissatisfied with the service
they receive will not buy again or come back.
16
17. Facts about Our Customers
Did You Know?
Happy customers who have their problems
resolved will tell 4-6 people about their positive
experience.
A dissatisfied customer will tell 9-15 people about
it. And approximately 13% of your dissatisfied
customers will tell more than 20 people about their
problem.
It costs five to six times as much to get a new
(first time) customer as it does to keep a
current one.
17
19. MOT: Moment of Truth
Each customer contact is called a moment of truth.
Every moment of truth is an opportunity to make
either a favourable or unfavourable impression on
your customer – satisfy or dissatisfy your customer
Convey the correct message at each transaction
19
20. What Does the Customer Want?
Moments of Magic Moments of Misery
? ?
20
21. What Does the Customer Want?
The Customer want to be
made feel special
21
25. Loyalty Facts
Employees’ attitudes make a difference to brand loyalty
68% 41% 70%
of customers LEAVE of customers of of customers brand
because of poor customers are perception is
employee attitude LOYAL because of determined by
a good employee experiences with
Source: Parkington and Buxton, attitude PEOPLE
Study of the US Banking Sector,
Journal of Applied Psychology
Source: MCA Brand Ambassador Source: Ken Irons, Market Leader
Benchmark
25
26. Contrasting Views
Are You Delivering a
Superior Experience?
80%
“YES”
Are You Receiving a
Superior Experience?
8% “YES”
Company Customer
Perspective Perspective
Source: Bain & Company
26
27. GOLDEN RULES
Ask not what the customer will do for you!
Assume not what the customer expects from
you!
Find out the customer’s expectation and
meet it.
27
28. Strategy to Success: DELIVER VALUE!
Don’t just repair products —
solve problems
28
30. Why Attitude is So Important?
Let each letter of the alphabetic has a value equals
to it sequence of the alphabetical order:
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26
S K I L L S
19 11 9 12 12 19 =
K N O W L E D G E
11 14 15 23 12 5 4 7 5 =
H A R D W O R K
8 1 18 4 23 15 18 11 =
A T T I T U D E
1 20 20 9 20 21 4 5 =
30
31. Why Attitude is So Important?
Let each letter of the alphabetic has a value equals
to it sequence of the alphabetical order:
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26
S K I L L S
19 11 9 12 12 19 = 82
K N O W L E D G E
11 14 15 23 12 5 4 7 5 = 96
H A R D W O R K
8 1 18 4 23 15 18 11 = 98
A T T I T U D E
1 20 20 9 20 21 4 5 = 100
31
32. Great
Customer
Experience
Make
Customer
Feels Good
No. 1
Service
Team
