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Transcript of Customer Service
Fixing a Complaint
1. Actively listen to the problem
2. Don’t let your emotions get in the way
3. Respond kindly to the situation by letting the customer know what you can do, not what you can’t do.
Know What Customers Want
1. Always be available, to the best of your ability
2. Regardless of what your product is, service should come first
3. If you neglect service to concentrate on gaining new customers...you might find yourself with
FEW REPEAT BUYERS
Selling Power Magazine
In the book "Customers are People" by John McKean...
A survey indicated that 70% of the customer's purchase decisions are based on how they
In another survey, 69% said that
count for more than half of the total buying experience.
Also stated in "Customers are People"...
...A good customer experience is told to
, while a bad customer experience is told to as many as
10 good customer experiences
to make up for
Dealing with Difficult Customers
Many of us have to deal with
clients as part of our roles, and it's never easy.
But, if we know what to say - and more importantly - how to say it...we may be able to save the situation.
In fact, we can even end up with a better relationship with our client than we had before.
"Customer loyalty isn't always based on a company's products - many customers stay with a company because they know they won't find better service anywhere else."
-Selling Power Magazine
Products Vs. Loyalty
Facts to Consider...
Facts to Consider...
•Keeping the business clean (swept/mopped floors and so on)
•Not gossiping about customers in front of other customers
•Keep customers informed about upcoming sales/changes and game releases and so on.
•Always, always, always thank them for stopping in.
•Establish a relationship
•Listen & be patient (language barriers etc.).
•Say positive things about your workplace/co-workers
Tangible Ways to be Consistent
Get to the point...
Do not use all caps...
Do not "reply all"...
Use appropriate fonts...
Always greet a customer within 5 minutes of their arrival
If someone is waiting for a long time - for a reason beyond your control - make sure that the customer is comfortable (magazines, where the restrooms are etc.).
Meet the customer's needs within a reasonable amount of time...
According to Douglas Hanna (CEO of high-end web hosting company Small Orange):
“We need to include the attitude of being thankful, and to never underestimate the power of saying thank you to our customers. You would never visit someone at their home and eat dinner there without saying thank you to the hostess. So, why wouldn’t you want to thank a customer for spending their time and their money at your company? Never forget to show how grateful you are because there’s always some other business out there who would love to step in and say it for you."
is something that isn’t noticed until it’s not there.
is why customers come back; they liked what happened last time.
Set High Standards...
According to Selling Power Magazine:
“Your customers probably won't turn to the competition if they know you're willing to do more and give more than they require.”
Make a point of going the extra mile...beyond what the competition does
Do The Little Things
24% OF CONSUMERS WHO HAD UNSATISFACTORY SERVICE INTERACTIONS SHARED THEIR EXPERIENCES THROUGH SOCIAL NETWORKS.
Source: Forrester Technographics Customer Experience Online Survey
ONLY 26% OF COMPANIES HAVE A WELL-DEVELOPED STRATEGY IN PLACE FOR IMPROVING CUSTOMER EXPERIENCES.
Source: Econsultancy MultiChannel Customer Experience Report
$289.00 IS THE AVERAGE ANNUAL VALUE OF EACH CUSTOMER RELATIONSHIP LOST TO A COMPETITOR OR ABANDONED.
Source: Genesys Report – The Cost of Poor Customer Service
89% OF CONSUMERS BEGAN DOING BUSINESS WITH A COMPETITOR FOLLOWING A POOR CUSTOMER EXPERIENCE.
Source: Right Now Customer Experience Impact Report
CUSTOMER SERVICE STATISTICS
86% OF CONSUMERS WILL PAY MORE FOR A BETTER CUSTOMER EXPERIENCE.
Source: RightNow Customer Experience Impact Report
THE SCARY TRUTH
Grover the Waiter
Abuse by Customers
Everyone has the right to be safe
Never take abuse from a customer
Contact the proper authorities if you feel unsafe
Out of Control
Kathryn Tollefson, Massage Therapy Program Chair
"One of the cornerstones of good customer service is the willingness to simply admit when you've made a mistake and apologize with sincerity. None of us are perfect and mistakes will happen. Nothing is more frustrating from a customer perspective than a company's unwillingness to own up and few things can appease an upset customer like a sincere apology."
Becca Lange, Veterinary Technology Program Chair
"Most client complaints come from a mixture of miscommunication and the lack of communication."
- Customer Service Observations
- Fox River Mall
- Meet at the main entrance (food court)