creating a customer service experience that will sell...your state association presents creating a...
TRANSCRIPT
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Your State Association Presents
Creating a Customer
Service Experience That
Will Sell
Program Materials
Use this document to follow along with the webinar
presentation. Please test your system before the broadcast.
Be sure to print enough copies for all listeners.
Wednesday, October 5, 2016 Presenter: Janice Branch
Technical Support (for faster service please submit inquiries via email or online): (Registration & Tech Support): Email- [email protected], Phone- (877)988-7526 FOR ADDITIONAL ASSISTANCE PLEASE REFER TO OUR FAQs
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Creating a Customer Service Experience That Will Sell
INTERACTION TRAINING
WWW.INTERACTION-TRAINING.COM
Janice Branch, CBTPJanice Branch has been a senior training consultant for InterAction Training for over twenty years . She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.
Janice uses her talents in motivating professionals to challenge themselves to reach their goals. Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and leadership, Janice is the “go-to” person every organization wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.
Janice is certified by the University of Houston in Leadership and Management. She also obtained certifications from Achieve Global, Development Dimensions, Inc. and is a Certified Bank Training Professional.
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Making the Most of This
�Listen for what You need
�Discuss the program with others
�Commit to using one, two or three ideas
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Objectives
�Look at what the customer wants
�Provide ideas and suggestions for how to create a WOW service experience
�How to engage employees
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From the Customer’s Point of View
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Danger Lurks
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THE DANGEROF SUCCESS
IS COMPLACENCY
IT COMES IN 2 FORMS
ARROGANCE AND
INFLEXIBILITY
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Building Customer TrustGETTING IT RIGHT!
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SinceritySinceritySinceritySincerity
ReliabilityReliabilityReliabilityReliability
Commitment
Integrity
Competence
Consistency
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Sincerity
Reliability
Commitment
Integrity
Competence
Consistency
Doing the right thing.
Even when no one is watching.-C.S.Lewis
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How Would You Score?5 4 3 2 1
Integrity
Sincerity
Reliability
Commitment
Consistency
Competence
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Building Customer Trust
�Product Knowledge
◦ You must be the expert!
�Genuine interest in the customer
◦ Do you care? Do they know you care?
�Curiosity
◦ How do you find out the things you don’t know?
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Building Customer Trust
�Build an individual relationship plan, then manage the business
�Provide information on how you can help the customer
�Provide solutions in the decision-making process to make the sale
�Make recommendations, but do not require business
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What is your customer looking for?
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Building Customer Trust
Your customer is looking for:
◦Competence
◦Integrity
◦Needs-oriented approach
◦Your time
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Building Value
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You can create, but the customer assigns the VALUE
Building Value
Price is always a problem
when there is no perceived value
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� Benefits
� Advantages
� $99 a year
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Building Value
Manage your customer,
NOT your products.
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Building Value
�Your customer isn’t interested in what you do.
�They are interested in what you can do for them!
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Creating an ExperienceINGREDIENTS FOR A WOW
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Creating an ExperienceWhat is a WOW experience for you?
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Creating an Experience
What creates a WOW experience for you?
�Authentic
�Exceeds Expectations
�Personal Emotional Connections
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Creating an Experience
Ingredients for a WOW
�Superior Service
�Customer Trust
�Attentiveness
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Creating an Experience
Ingredients for a WOW
�Resourcefulness
�Courtesy
�Pro-active
�Extra mile
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Creating an Experience
2015 Customer Service Hall of Fame…
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2015 Customer Service Hall of Fame
10. Apple
9. Hewlett-Packard
8. Sony
7. UPS
6. Trader Joe’s
5. American Express
4. Chick-fil-A
3. Marriott International
2. Hilton Worldwide
1. Drumroll, please…
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The #1 2015 Customer Service Hall of Fame Winner is….
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2015 Customer Service Hall of SHAME
10. Citigroup
9. Wells Fargo
8. AT&T
7. AOL
6. Time Warner Cable
5. DirecTV
4. Dish Network
3. Sprint
2. Comcast
1. Bank of America
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Why does the financial industry rank so low?
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Why does the Financial Industry Rank so low?
�No longer community focused
�Financial crisis
�Increased regulation
�Weak training
�Coaching is absent
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Defining an ExperienceTHE EXPERIENCE ECONOMY
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Defining an ExperienceTaking Your Car for Servicing…
TRADITIONAL
•Phone call – downer
•Wait, wait, wait
•Low trust
•Low confidence
EXCEPTIONAL
•Caller ID
•Make an appointment
•Offer loaner, if needed
•Trust the warranty and the service team
•Confidence in the make and the dealer
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Customer Walks into the Branch
�What happens upon entry?
�How does that compare to what the customer wants?
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The Experience is Changing
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The Experience is Changing
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The Experience is Changing
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Customer Drives Up
�What happens?
�How does that compare to what the customer wants?
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Customer Calls
�How is the call answered?
�How is the caller treated?
�How does that compare to what the customer wants?
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Customer Goes Online
�How is the online experience?
�How does this compare to what the customer wants?
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Defining an Experience
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When was the Last Time you Were the Customer?
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Goods are tangible,
services are intangible,
but experiences are memorable,
And…
Customers share the memorable experiences.
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THE GOOD, THE BAD, AND THE UGLY
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How do you get your customer to brag about you
and refer business to you?
Benchmarking Your Customer Service
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The Only Service Benchmark That Matters
What is the reasonable expectation
of the customer?
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Success in the Customer’s Eyes
•Repeat Business
•Personal Recommendations
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Become Brilliant at Measuring Up
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Create an Experience That Will Sell
�Design the experience
�Deliver value
�Do it again
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Customer Connections
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Engaging Your Employees
What is an Engaged Employee?
•Doesn’t equal employee happiness.
•Doesn’t equal employee satisfaction
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Engaging Your Employees
Employee engagement is the emotional commitment
the employee has to the organization and its goals.
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Engaging Your Employees
•Shareholders
•Staff
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What would your janitor say about the
goals of your organization?
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Employee Engagement
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Engaging Your Employees Leads to:
•Better experiences
•Higher service quality
•Higher returns
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Engaging Your Employees
To be a leader in your market, you must first be a leader in
your workforce.
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A New Type of Teamwork
How do you generate engagement?
◦ Perceptions of job importance
◦ Clarity of job expectations
◦ Clear career path
◦ Regular communication with supervisors
◦ Quality of workplace relationships
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A New Type of Teamwork
The best time to generate engagement is during onboarding.
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Engaging Your Employees
How does the frontline impact the relationships you develop?
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Engaging Your Employees
Employee engagement will dramatically increase customer
satisfaction!
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Engaging Your Employees
•What does customer satisfaction look like?
•What are some ideas for driving service quality?
•How do you build customer trust?
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Vision and Culture
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Vision and Culture
�Teach team has a personality
�Tone is set by the leader
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Vision and Culture
�Do they know where you are going?
�Do they know how far you’ve come?
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Vision and Culture
�Protect the team
�Have some fun
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10 Tips to Boost Your Willpower & Motivation
Questions????
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Stay in Touch!
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BLOG
www.interaction-training.com
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