customer service 030916 sv

CUSTOMERSERVICE:INCREASINGCUSTOMERRETENTION&SALES

HISPANICCHAMBEROFCOMMERCEOF

METROPOLITANST.LOUIS

Sedona Management LLC March 9, 2016

Adverse Impact of Poor Customer Service

2016SedonaManagement.com

LowProduc7vity LowMorale Low

Engagement

Buttheconsequencesofpoorcustomerservicegoesbeyondthis…

What Happens When Poor Customer Service is an Issue: External


LossofBusiness“61%ofcustomerswenttoacompe7torduetobadservice”Salesforce.com

BadPress“Adissa7sfiedcustomerwilltellbetween9-15peopleabouttheirexperienceandabout13%ofdissa7sfiedcustomerstellmorethan20peopleabouttheirpoorexperience”WhiteHouseOfficeofConsumerAffairs

Unsustainable“78%ofcustomersendedabusinessrela7onshipduetobadservice”Salesforce.com

Responsiveness“75%ofcustomersbelieveittakestoolongtoreachaliveperson”Salesforce.com

ResearchbyAmericanExpress“62%believethatcompaniesmeettheircustomerserviceexpecta7ons”“5%saidthatcompaniesusuallyexceededtheirexpecta7ons”“29%saidcompaniesusuallymisstheirexpecta7ons”

What Happens When Poor Customer Service is an Issue: Internal

Resource: Gallup


Managers36%wereengaged Millennialsaremostlikelyofallgenera7onstosaytheywillleavetheirjobsinthenext12monthsifthejobmarketimproves

BoLomLineworkunitsinthetop25%ofGallup’sQ12ClientDatabasehavesignificantlyhigherproduc7vity,profitability,andcustomerra7ngs,lessturnoverandabsenteeism,andfewersafetyincidentsthanthoseinthebo^om25%

Employees52%arenotengaged

Branding41%ofemployeesfeltthattheyknowwhattheircompanystandsforandwhatmakesitsbranddifferentfromitscompe7tor’sbrands

Employees18%areac7velydisengaged

Scope of Customer Service

Product & Services

Customer Service

Customer Loyalty

Repeat Business

Sustain Profitability


External: Customers Ø  Why do you think customers bought

your products and/or services in the first place?

Ø  Why do you think they should continue to buy from your company?

Internal: Employees Ø  What do you think attracted your

employees to your company? Ø  Why should they stay and not leave

to a competitor of yours?

When You Think About Customer Service – Do Only External

Customers Come to Mind?


Goal Ø  Do you have one? Ø  Is it Realistic & Challenging? Ø  What is the trend in achieving goal? Example Ø  External: Provide the best customer

service in our industry Ø  Internal: Be recognize as a having

a high level of employee engagement in the region

What is Your Customer Service Goal?


Next Steps: How do we create a culture

of Exceptional Customer Service?



Customer Service Styles: How Do We Treat Others

ImpactOn Partnership PaternalisMc TransacMonal Adversarial

Win/Win Parent/Child $/UnitCost Win/Lose

Customers Loyalty SomeSa7sfac7on

Indifference Defec7on

Employees Engagement SomewhatEngaged

Exclusion Ac7velyDisengaged

Communica7on Asser7ve Asser7ve&Passive&Aggressive

Passive Aggressive

WhatWeSee MostEffec7ve

RangeofEmo7ons

Avoidance Confronta7on

Empathy Ø  Put yourself in other person’s shoes

Listening Ø  Understanding the customer’s issues

and concerns Conflict Resolution Ø  Understanding the challenge

between company’s policies and customer demands

Ø  Ability to provide alternatives Ø  And “Fix” the problem

Appreciation Ø  Always acknowledging the customer

for their patronage and close by asking them if the issue was resolved to their satisfaction

Next is to See How We are Interacting with Customers



Uniqueness

Value

CustomerServiceMatrix

Ø  Exceptional Customer Service must be a Unique Experience

Ø  Question is – are we providing a unique experience both to our external customers and to our colleagues?

Ø  It does not cost anything more than what you are spending now

Ø  If not – what is holding you back?

Ø  Test: Check your Loyalty Score

Creating a Culture of Exceptional Customer Service


Impact of Exceptional Customer Service


IncreaseProduc7vity

IncreaseMorale

IncreaseEngagement

EliminatePoorCustomerServiceandMakeBestUseoftheCompany’sResources

And

IncreaseCustomerReten7onandSales

Thank You!

[email protected]@sedonamanagement.com2016SedonaManagement.com

customer service 030916 sv

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