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Transcript of Customer Service
Rock 30 Games 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. Customer Service Make serving customers your #1 priority
Find out what the customer wants and make sure they get it I Love Rock 30! Teamwork Know What Customers Want Remember to... 1. Greet the customer:
Always available but never pushy
2. Be a student of service:
"Remember that regardless of what you sell, you're in the service business first. If you neglect service to concentrate on winning new customers, you might find yourself with quite a few new buyers but very few repeat customers and referrals." Selling Power Magazine Neglecting to analyze these reports makes you unaware of what your employees doing when you're not at the store. You also miss out on vital information about what is selling well in addition to being unable to evaluate and discover trends. A large survey, In the book Customers are People, shows that 70% of the customer's purchase decisions are based on how they feel or are treated. In another survey, 69% said that emotions count for more than half of the total buying experience. Also stated in the Book Customer are People said “a good customer experience is told to 8 others, while a bad customer experience is told to as many as 22 others. It takes 10 good customer experiences to make up for one bad! Dealing with Difficult Customers Many of us have to deal with angry or unhappy 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. One key to lasting success is lasting customers. By providing unparalleled service, you can help build a firm business foundation -Selling Power Magazine Products Vs. Loyalty Facts to Consider... Facts to Consider... •Keeping the store clean (zoning, swept/mopped floors and so on)
•Not gossiping about customers in front of other customers
•Always stopping whatever your doing to help a customer
•Make the customer in person a priority over the customer on the phone
•Never eating at the front counter
•Always offer a warranty
•Keep customers informed about upcoming sales and game releases and so on.
•Always always always thank them for stopping in. Tangible Ways to be Consistent According the University of California, "The first rule of team building is an obvious one: to lead a team effectively, you must first establish your leadership with each team member. Remember that the most effective team leaders build their relationships of trust and loyalty, rather than fear or the power of their positions. Remember you are their leader… not their friend." Store Meetings... Should be held once a month Are an opportunity to build teamwork Help create better customer service in the long run This is shown by treating both the customers and the employees with respect.
I can say from personal experience if you are not following the store policies and one of your employees see that, they will also not follow those policies, thus creating a chain on inconsistency that can have a negative effect on the business Lead By Example Establish Team Vales and Goals; Evaluate Team Performance Individual evaluations should not just be every six months... Give feedback as often as you can. Good levels of self esteem for you employees mean that they will provide better customer service. According to Douglas Hanna CEO of high-end web hosting company “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. Then 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. Be Thankful Consistency is something that isn’t noticed until it’s not there. Consistency is why customers come back; they liked what happened last time. Set High Standards...
And live up to them everyday! 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 doing things no other company does. Do The Little Things Analyze Daily Sales Reports Help address and correct issues Builds comradory and morale 24% OF CONSUMERS WHO HAD UNSATISFACTORY SERVICE INTERACTIONS SHARED THEIR EXPERIENCES THROUGH SOCIAL NETWORKS IN 2010, A 50% INCREASE OVER 2009.
Source: Forrester Technographics Customer Experience Online Survey ONLY 26% OF COMPANIES HAVE A WELL-DEVELOPED STRATEGY IN PLACE FOR IMPROVING CUSTOMER EXPERIENCE.
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: RightNow Customer Experience Impact Report 2011 CUSTOMER SERVICE STATISTICS 86% OF CONSUMERS WILL PAY MORE FOR A BETTER CUSTOMER EXPERIENCE.
Source: RightNow Customer Experience Impact Report 2011 THE UGLY TRUTH