customers are revolting
DESCRIPTION
Customers are revolting! They've had enough... Are your customers revolting?TRANSCRIPT
Debra Templar: Check ups, Tune Ups & Makeovers....It’s in the bag!
Customers are Revolting!
Enough is enough!!!
Why WeGive
BAD Service
1. We don’t understand the purpose of being in business
2. We don’t understand customers3. We don’t understand what business we’re in
You aren’t in the coffee business serving people.You’re in the people business
serving coffee.Howard Schultz, Starbucks
1. We understand what business we are in but we don’t like doing it
2. We haven’t worked out our Policies, Procedures and Promises
3. We haven’t defined our service promise4. We don’t even know what we do best so we wobble
all over the market place5. We can’t put our finger on our Points of Difference6. We don’t know what we want our customers to say
after we’ve served them
How to Give
GREAT Service
Start with the Right People
– They have to love people– They must be active– They must be willing to serve– They must be outgoing– They must have non-discriminatory attitudes
about other people
Develop a cheerful Returns Policy
Live by your Service Promise … don’t die by it
Excellence. Phooey!
No dissin’ your own brands
You can’t teach someone to smile,
You can’t teach someone to want
to serve, You can’t teach
someone personality.
What you can do, however,
is hire people who have those qualities,
then teach them about your
products and teach them your culture.
If your company’s mission statement was “to climb a tree”, what would you rather do?
Train a horse to climb the tree?
Or
hirea possum?
GREAT Service...
Inspires StoriesUses Outside-the-Box-ThinkingIs a ChoiceStarts with a Clear VisionRequires that Everyone Catch the VisionSurprises PeopleBegins with AnyoneGoes the Extra MileBrings Customers BackComes from the Heart
ComplainingCustomers
Those customers are cunning. They try to trick us into giving them things they haven’t paid for.That customer is an idiot. There are no limits to what people will do.Can’t they see I’m busy?If they’d just read the instructions before calling to complain.Can’t they ever say something positive?
All they do is complain – and about such minor things
What is a
Complaint?
A complaint is a statement about expectations that haven’t been met.
It is also, and perhaps more importantly, an opportunity for a business to satisfy a dissatisfied
customer by fixing a service or product breakdown.
In this way, a complaint is a gift customers give to a business.
The business will benefit from opening this package carefully and seeing
what is inside.
Complaining Customers
are still Customers...
Customers who take time to complain still have some confidence in the business.
In most cases, it is less of a hassle just to take their business to the competition, so those who do complain are showing some degree of loyalty.
MomentsOf
Truth
Identify every contact between the customer and the employee, and treat that contact as … “A Moment of Truth”
Your people will only treat your customers as well as they are being treated; thus to have satisfied customers, they need to be served by passionate people.
Questions to Ask:
How does your business view customer complaints? How do you talk about
complaining customers?
Do staff members see complaints as an opportunity to satisfy dissatisfied customers?Do staff members tend to blame policies when they can’t meet customer needs?What specific lessons have you learned from your
complaining customers?What specific strategies does your business have in place to encourage and then learn from
complaints?
Customers always
remember your bad attitudes,
your broken promises and
how you handle misunderstandings
Are your customers revolting?
Have they had enough?
www.thetemplargroup.com.au www.twitter.com/DebraTemplar
Pic Credits: http://www.istockphoto.com
One of Australia’s leading retailing experts, Debra Templar just hates bad customer service and stupid business practices. So… she’s on a mission to change them – one slideshow, presentation, book, or training session at a time:
"I don't just want to improve how we do business for the customer’s sake but also that we, as business owners, sell more stuff, make lots more profit, and love our businesses back to life!“
E: [email protected]: 0417 532383Skype: debra.templar
Linked In: www.linkedin.com/in/DebraTemplar