Troy Cordell

Customer Service

And Loyalty

Presentation

Loyal customers are an important part of our business. Loyal customers stay with us through thick and thin. Customers who are merely satisfied may not have any complaints about us but, are easily enticed by other carriers to leave us and take their business elsewhere. Let’s take a look at some tools that help us measure this important piece of our business.

Brand Recognition

The extent to which the general public (or an organization's target market) is able to identify a brand by its attributes. Brand recognition is most successful when people can state a brand without being explicitly exposed to the company's name, but rather through visual signifiers like logos, slogans and colors.

Why Companies Lose CustomersWhy Companies Lose Customers

The American Society for Quality Control reports the following findings for why The American Society for Quality Control reports the following findings for why companies rise and fall in their customers’ favor:companies rise and fall in their customers’ favor:

1% 9%

5%

3%

14%

68%

Customer dies

Lured by competition

Influenced by others

Customer moves

Dissatisfiedw/product/service

Turned off by attitude orindifference of companyemployee

What will get us there?What will get us there?(RETENTION)(RETENTION)

Drive down the call-in rateDrive down the call-in rate Migrate more customers to self-service Migrate more customers to self-service

optionsoptions More efficient handling of callsMore efficient handling of calls

• Improve first call resolutionImprove first call resolution• Cut down on transfersCut down on transfers• Limit holds and hold timesLimit holds and hold times• Empathy/Sympathy/Ethics/Core ValuesEmpathy/Sympathy/Ethics/Core Values• Product knowledgeProduct knowledge• Training and DevelopmentTraining and Development• Quality assurance/Management oversightQuality assurance/Management oversight• Positive attitudes, lifestyles, and working Positive attitudes, lifestyles, and working

environmentsenvironments

Your Role!Your Role!

Own & resolve issuesOwn & resolve issues Embrace the Call Sequencing ModelEmbrace the Call Sequencing Model Be open to continued feedback & coachingBe open to continued feedback & coaching Time adherencesTime adherences Meeting KPI’s and Metrix of Quality/PhoneMeeting KPI’s and Metrix of Quality/Phone Up Selling of Products and FeaturesUp Selling of Products and Features Strive to provide outstanding Customer Strive to provide outstanding Customer

Service and Technical Support at high Service and Technical Support at high levelslevels

Creating Customer LoyaltyCreating Customer Loyalty

1. Positively Differentiates Our Service from 1. Positively Differentiates Our Service from

the Competition:the Competition:

*Required Outcome: Customer must feel *Required Outcome: Customer must feel delighted with the way they were treated.delighted with the way they were treated.

Assurance of helpAssurance of help Demonstrates friendly, polite, kind and helpful Demonstrates friendly, polite, kind and helpful

mannermanner Demonstrates immediate empathy as appropriateDemonstrates immediate empathy as appropriate Treats the customer as the most important call of Treats the customer as the most important call of

the daythe day

Creating Customer LoyaltyCreating Customer Loyalty

2. Understands the Customer Needs:2. Understands the Customer Needs:

*Required Outcome: Customer must believe that we *Required Outcome: Customer must believe that we fully understand and own their issue.fully understand and own their issue.

• ListensListens• Respond / AcknowledgeRespond / Acknowledge• Ask fact finding questionsAsk fact finding questions• Tell Customer what you are going to doTell Customer what you are going to do

Creating Customer LoyaltyCreating Customer Loyalty

3. Builds Relationship with Customer:3. Builds Relationship with Customer:

*Required Outcome: Customer believes we *Required Outcome: Customer believes we value them and their business. Utilizes proper value them and their business. Utilizes proper hold procedures.hold procedures.

• Builds rapport with customer in lieu of “dead Builds rapport with customer in lieu of “dead air”air”

• Builds rapport with customer in lieu of Builds rapport with customer in lieu of inappropriate placing on holdinappropriate placing on hold

• Utilizes all available “SAVE” optionsUtilizes all available “SAVE” options• Expresses regret as appropriateExpresses regret as appropriate

Creating Customer LoyaltyCreating Customer Loyalty

4. Knowledge About Products and Service:4. Knowledge About Products and Service:

*Required Outcome: Educate the customer. *Required Outcome: Educate the customer. Provide options and recommendations. Provide options and recommendations. Customer feels the Customer feels the representative is an representative is an expert.expert.

• Provides complete and correct informationProvides complete and correct information• Anticipates customer needs and shares Anticipates customer needs and shares

benefits with valuebenefits with value

Creating Customer LoyaltyCreating Customer Loyalty

5. Demonstrates Ownership of Customer’s Issues:5. Demonstrates Ownership of Customer’s Issues:

*Required Outcome: Customer feels their time is *Required Outcome: Customer feels their time is valued; be efficient.valued; be efficient.

• Takes Ownership without placing blameTakes Ownership without placing blame• Use “I can” / “I will” statements Use “I can” / “I will” statements • Customer’s advocateCustomer’s advocate

Creating Customer LoyaltyCreating Customer Loyalty

6. Provide Efficient Communications:6. Provide Efficient Communications:

*Required Outcome: Customer feels their time is *Required Outcome: Customer feels their time is valued; be efficient.valued; be efficient.

• Utilizes local sequence (Call Sequencing Model)Utilizes local sequence (Call Sequencing Model)• Controls callControls call• Utilization of Resources – Training material, Utilization of Resources – Training material,

Internet, Help FilesInternet, Help Files• Multi-taskingMulti-tasking• E-mailsE-mails• Matches customer paceMatches customer pace

Creating Customer LoyaltyCreating Customer Loyalty

7. Provide First Call Resolution:7. Provide First Call Resolution:

*Required Outcome: Customer will not have to call *Required Outcome: Customer will not have to call back to resolve this issue or any sub back to resolve this issue or any sub sequent sequent issue.issue.

• Representative did everything in their power to Representative did everything in their power to resolve the customer’s issue (s)resolve the customer’s issue (s)

• Avoiding the opportunity for a repeat call.Avoiding the opportunity for a repeat call.• Accurately complete transactionsAccurately complete transactions• Complete follow-up, if neededComplete follow-up, if needed• Properly notation on accountsProperly notation on accounts

Creating Customer LoyaltyCreating Customer Loyalty

8. Follows Transfer Procedures:8. Follows Transfer Procedures:

*Required Outcome: No Transfer or *Required Outcome: No Transfer or Representative does everything within their Representative does everything within their power to assist customerpower to assist customer

• When transfer is required – appropriately When transfer is required – appropriately utilizes transfer procedures, sets utilizes transfer procedures, sets expectations, educates customer and gains expectations, educates customer and gains permission.permission.

• Appropriate transfer – WarmAppropriate transfer – Warm

THANK YOU

BY: TROY CORDELL05/2015