Gaining the Customer Satisfaction Edge Gaining the Customer

Gaining the Customer Satisfaction Edge

Gaining the Customer Satisfaction Edge Is 99. 9% Good Enough? • 5, 516, 200 cases of flat soft drinks • 2 million lost documents • 811, 000 faulty rolls of film • 12 babies given to wrong parents • 1, 312 calls misplaced per second SLIDE 1

Gaining the Customer Satisfaction Edge Service Statistics • Only 4% of customers ever complain • For every complaint, there are 26 other customers with unresolved complaints and 6 with serious problems • Up to 95% of customers who complain will do business with you again if they feel you acted quickly and to their satisfaction. SLIDE 2

Gaining the Customer Satisfaction Edge Service Statistics • A dissatisfied customer will tell up to 10 people… approximately 13% will tell up to 20 people • Happy customers will tell between 3 and 5 people about their positive experiences • Costs 5 -6 times more to attract customers than to keep old ones SLIDE 3

Gaining the Customer Satisfaction Edge Why Customers / Clients Stop Doing Business • • • 1% die 3% move away 5% other reasons 9% competition 14% don’t like the product or service 68% indifferent attitude of sales people Around 95% of the customers that leave will not tell you when or why, they just leave. SLIDE 4

Gaining the Customer Satisfaction Edge Barriers to Effective Listening • Listening with “half an ear” • Acting as the judge and the jury • Tuning in and tuning out • Turning off ideas you don’t agree with • Jumping to conclusions • Emotional and physical health SLIDE 5

Gaining the Customer Satisfaction Edge Ten Tips for Effective Listening 1. 2. 3. 4. 5. Stop talking! Put the customer at ease Pay attention to nonverbal language Listen for what is not said Know exactly what the other person is saying SLIDE 6

Gaining the Customer Satisfaction Edge Ten Tips for Effective Listening 6. Be aware of “tune out” words 7. Concentrate on “hidden” emotional meanings 8. Be patient 9. Hold your temper! 10. Empathize with the Customer SLIDE 7

Gaining the Customer Satisfaction Edge Customers Evaluate Service Quality on Five Points • Reliability • Assurance • Tangibles • Empathy • Responsiveness SLIDE 8

Gaining the Customer Satisfaction Edge Reliability • Perform and live up to promises • Dependable • Accurate SLIDE 9

Gaining the Customer Satisfaction Edge Assurance • Trust and confidence in you • Possess required skills and knowledge to perform the job well • Answer questions • Product knowledge • Listening skills SLIDE 10

Gaining the Customer Satisfaction Edge Tangibles • Quality in what can be seen or felt • Physical facility • Equipment • Staff • Letters SLIDE 11

Gaining the Customer Satisfaction Edge Empathy • Caring and individualized • Available when customers need help SLIDE 12

Gaining the Customer Satisfaction Edge Responsiveness • Willingness to assist customers • Prompt service • Resolve problems quickly SLIDE 13

Gaining the Customer Satisfaction Edge Telephone Reminders • • • Greet the caller pleasantly and promptly Identify yourself and your department to the caller Use the caller’s name Every call is an important one Stress what you can do, not what you cannot do. SLIDE 14

Gaining the Customer Satisfaction Edge More Telephone Reminders • • • Take the time to be helpful Say, “please, ” “thank you, ” and “you’re welcome” Keep all your promises; return calls promptly Treat all callers as customers Treat all customers as friends SLIDE 15

Gaining the Customer Satisfaction Edge More Telephone Reminders • When leaving messages, always leave your first and last name and your telephone number • Do not leave a caller on hold for more than 20 seconds without coming back on the line • Always ask “Is there anything else I can do for you? ” before you say goodbye SLIDE 16

Gaining the Customer Satisfaction Edge When a Customer is Angry • Don’t argue • Listen carefully • Apologize and use reflective communication skills • Show empathy SLIDE 17

Gaining the Customer Satisfaction Edge When a Customer is Angry • Thank the customer • Make restitution • Do what you promise • Follow up • Give them something SLIDE 18

Gaining the Customer Satisfaction Edge Service Related Phrases “I res ”. t p h g ect t i r e r ’ u hat. . “Yo. ” “I agree w ith you tha t…” “I understand. . . ” ”. . . t a h tt c e p s re I “ “I resp ect yo “I appreci u for. . ate that. . ” ” SLIDE 19

Gaining the Customer Satisfaction Edge Rewards for Excellent Customer Service • Increased customer loyalty • Positive word-of-mouth promotion • Happier customers • More productive and happier employees • Smoother working operations • Increased intangible competitive advantage SLIDE 20