Achieve Global The Customer Service Leadership Webinar with

Achieve. Global: The Customer Service & Leadership Webinar with Joe Wozniak and Lee Slimm, Achieve. Global

Revenue 10%-15%* *Harvard Business Review – The Truth About Customer Experience Service Cost 10%-20%* Employee Engagement 20%-30%*

The Customer Experience Series. TM Program Overview Lee Slimm, Master Trainer Joe Wozniak, Senior Account Manager ©Achieve. Global

Agenda • CX Series Highlights • Dealer Leadership ©Achieve. Global

John Deere’s Consistent Service Standards People Parts + Sales + Service + Farm. Sight + Finance + Integrated Solutions x Interactions Face to Face + Phone Calls + Emails + Voicemails + Requests = Number of Defining Moments? ? Chances to make an impression and influence customer & employee loyalty ©Achieve. Global

The Impact of Missteps • • • Lower perceived value and trust Higher customer churn Lack of customer advocacy Loss of repeat business Loss of referrals Low customer satisfaction reports ©Achieve. Global

Customer Experience Fundamentals™ 1 Customer Experience Fundamentals ™ 2 Meeting Business Needs™ THE SERIES Managing Difficult Conversations™ Meeting Human Needs™

Customer Experience Fundamentals™ 1 and 2 Associates explore the impact of their efforts to own the customer experience. Experiences as a Customer What Customers Expect Defining Moment Emotional Effort • Describe the goal of owning the customer’s experience. • Describe customers’ key expectations. • Identify defining moments in customer interactions. • Make the emotional effort required to improve the customer’s experience. • Identify their strengths and areas for improvement in owning the customer experience. ©Achieve. Global

Defining Moments Any point during an interaction when a customer judges you or the organization. ©Achieve. Global

Net Promoter Score (NPS) Promoter Loyal enthusiasts who grow the business Passive Detractor Indifferent customers who are vulnerable to competitors Unhappy customers who damage the business SOURCE: Frederick F. Reichheld, “One Number You Need to Grow, ” Harvard Business Review, December 1, 2003. ©Achieve. Global

Emotional Effort Surface Acting Pretend to feel emotions. Deep Acting Actually feel and express emotions. SOURCE: Alicia A. Grandey, Pennsylvania State University, “Surface Acting and Deep Acting as Determinants of Emotional Exhaustion, ” Academy of Management Journal, 2003. ©Achieve. Global

The Impact of Emotional Effort ©Achieve. Global

What Customers Expect respect simplicity solutions responsibility ©Achieve. Global

The Bottom Line To create loyal promoters, make the emotional effort to produce defining moments that meet the key customer expectations. EMOTIONAL EFFORT ©Achieve. Global

Customer Needs ©Achieve. Global

Needs that bring customers to you in the first place Business Needs Customer Experience Series. TM ©Achieve. Global

Meeting Business Needs™ Create loyal promoters of your organization by guiding conversations that clarify and satisfy each customer’s key business needs Business and Human Needs Four Parts of a Business Conversation Meeting Business Needs Reflection and Action • Describe the parts of a business conversation. • Open a conversation in a friendly, courteous way. • Ask open and closed questions about business needs. • Share clear, correct information with the customer. • Deliver unwelcome news to the customer. • Propose options to meet business needs. • Close a conversation by highlighting positive outcomes. ©Achieve. Global

Four Parts of a Business Conversation • OPEN the conversation. • LEARN about the customer’s needs. • REPLY with information and options. • CLOSE on a positive note. ©Achieve. Global

REPLY: Deliver Unwelcome News 1. Present the reality. 2. Acknowledge the customer's feelings. 3. Offer any available options. 4. Confirm the customer's understanding. ©Achieve. Global

Human Needs Respect Understanding Individual Attention Customer Experience Series. TM ©Achieve. Global

Meeting Human Needs™ Master ways to identify and meet every customer’s need for respect, understanding, and individual attention. Customer Needs Guidelines for Meeting Human Needs Reflection and Action • Identify customers’ human needs. • Project a willingness to help the customer. • Choose words that support customers’ human needs. • Acknowledge what the customer shares. • Appreciate what the customer does. • Affirm what the customer chooses. • Assure the customer of their commitment. ©Achieve. Global

Guidelines for Meeting Human Needs § PROJECT your willingness to help. § RESPECT each customer’s unique value. ©Achieve. Global

Acknowledge what the customer shares Appreciate what the customer does Affirm what the customer chooses Assure the customer of your commitment Respectful Responses Customer Experience Series. TM ©Achieve. Global

Managing Difficult Conversations™ Apply new skills to defuse the tension, resolve the issue, and restore the trust of unhappy customers. Listen Non. Defensively Defusing Tension Resolving the Issue Reflection and Action • Listen non-defensively to angry or upset customers. • Use eight techniques to defuse tension with customers. • Explain what happened to upset the customer. • Explain what they will do to address the issue. • Offer an appropriate goodwill gesture. • Describe the value of keeping promises to customers. ©Achieve. Global

Guidelines for Managing Difficult Conversations § LISTEN non-defensively. § DEFUSE the tension. § RESOLVE the issue. ©Achieve. Global

1. Empathize without agreeing 2. Apologize without blaming others Defusing Skills 3. Thank the customer 4. Assure the customer that you will help 5. Confirm your understanding 6. Selectively agree with one of many points 7. Set limits on behavior or language 8. Lead to business when the customer is ready to move on Customer Experience Series. TM ©Achieve. Global

Managing Difficult Conversations Terry Customer Experience Series. TM Blair Defuse the Tension ©Achieve. Global

Why Develop Dealer Leaders • Sam Allen, “Our Dealers are our biggest, sustainable advantage” • Develop new & future leaders • Develop high-potentials and non-managers • Manage change • Manage different generations • Attract, engage & retain talent • Work well in teams • Create a leadership centerline • Involve, Encourage, Guide & Develop ©Achieve. Global

Dealer Leadership Core Performance Management Team Productivity Needs Based Coaching Series Change Management Supervisory Skills ©Achieve. Global

John Deere Fact Sheet ©Achieve. Global 31

How to schedule • Contact me, joe. wozniak@achieveglobal. com, 630/237 -3712 • Wednesday, November 18 th at 10: 00 AM Central, John Deere Training Sustainment Webinar, contact Laura Getty for details at gettylaurak@johndeere. com ©Achieve. Global 32

For more information about Joe at Achieve. Global visit: http: //www. satisfyd. com/proven-experts/ Contact direct by emailing: Joe Wozniak joe. wozniak@achieveglobal. com Contact us at: Customer. Success@satisfyd. com To check out more about us visit our website at www. SATISFYD. com and take our Dealer Performance Assessment at http: //www. satisfyd. com/resources/performance/!