Customer Satisfaction Module 3 b Customer Retention Training

Customer Satisfaction Module 3 b: Customer Retention

Training Objectives Illustrate ways to recognize and counteract competitive activity in our accounts List Alsco's unique capabilities to persuade customers not to end service Formulate techniques to renew Service Agreements and retain customers Module 3 b: Customer Retention

Recognizing competitor activity “The wolf is always at the door. ” Competitors are using DR SUNBOM questions to take your customers from you Things to look for: competitor business cards, brochures, catalogs, merchandise samples, customer's attitude toward you Educate customer to ask many questions of competitors to determine an accurate big picture (Service SOP - Questions to Ask When a Competitor Visits) Educate customer about competitor pricing strategies Remind customer of Alsco's unique capabilities: weekend on call service, A-Track, plant redundancy, live person answering phone, etc. Notify DM of competitive activity that same day during check-in Module 3 b: Customer Retention

“I Quit!” Sometimes a customer simply says "I Quit!", or "Pick up your stuff!", or something else along those lines to strongly state that they are defecting from our service DO NOT THREATEN THEM WITH THE CONTRACT Your first task is to diffuse the situation and help customer with a calm decision Ask questions: "Why? " Once they have told you, ask for a second chance by saying, “Give me 30 days to fix this. I didn't realize there was such a big problem. Like we agreed to in the beginning, just give me 30 days. " Try at least 2 - 3 times to persuade them to give you a chance to correct the issues If they agree, take ownership of the problem and then notify your DM If a customer is simply adamant that they will not stay with our service, calmly say, "I am not authorized to pick up an accounts merchandise in the middle of a Service Agreement. I will have to leave the merchandise here for now and contact my manager. He/she will be in touch within 24 hours. " Then notify your DM immediately Module 3 b: Customer Retention

Renewing Service Agreements The best way to identify customer loyalty is if they are willing to renew or extend their service agreement It is your responsibility to make the first attempt at all renewals You should receive a stack of Service Agreements due for renewal at the beginning of each month Take these with you during delivery and persuade the customer to sign Module 3 b: Customer Retention

Renewing Service Agreements Techniques for service agreement renewals Stay calm while attempting the renewal, as the customer may pick up on any nervousness and react with nervousness or hesitation One approach, offer free use of a product: After getting the invoice signed, lay the Service Agreement in front of the customer and say, "It is time to update your account. Sign here and we will give you a free logo mat as a part of our customer loyalty reward program. “ If customer resists, use the Problem Resolution Communication Model from module 3 a to overcome the objection If customer refuses to sign, ask why and escalate the renewal to your DM with a full explanation of the conversation that transpired Module 3 b: Customer Retention