How to Transform Angry Customers into Loyal Advocates

From Frustrated Foes
to Staunch Advocates
How to Make Your Customers Love You
October 22, 2013

© 2013 NetSpeed Learning Solutions. All rights reserved.

1

Webinar Objectives
• Five techniques to build customer loyalty based
on customer needs
• The four actions taken by angry
customers and how to avoid them
• Why you must value and attend to your
angry, complaining customers
• How Blazing Service can help your
customer service teams transform foes
to advocates


2

About Cynthia Clay

• 25+ years of experience
• Co-author of Peer Power:
Transforming Workplace
Relationships
• Created Blazing Service to
develop the skills of customer
service providers


3

Tweet

#customerservice

4

Opening Poll

What statement best describes customer
service in your organization?


5

Who is This Man?


6

David Carroll

“It was reported that my videos impacted United
Airlines stock price by 10% and in the eyes of
some, the UA brand will be forever associated
with those songs.”


7

Customer Loyalty

What are the chances that Carroll is
still flying United Airlines?

0%
18% of customers with resolved
issues made repeat purchases of
the same product.
Source: Retail Consumer Report (June 2011)


8

Trader Joe’s


9

Chat

Why would a customer sing your
company’s praises?

10

Customer Experience

In a 2012 report by Forrester
Research:
• Only 37% of brands received
Good or Excellent customer
service index scores.
• 63% were rated OK, Poor, or
Very Poor.


11

Chat: Customer Needs

What do customers want?


12

Customer Needs

Customers want to:
• Be respected
• Have your attention
• Be recognized and appreciated
• Feel understood
• Resolve the problem


13

Chat

How can you meet your customers’ needs?
Respect
Attention
Recognition
Understanding
Resolution


14

Developing Staunch Advocates


15


What is the most important
criteria in the selection process?


16


What must customer service
providers learn to do?


17


What should they be empowered
to do?


18

Dissatisfied Customers

Reflect: What do dissatisfied
customers do?


19

Dissatisfied Customers

They switch to your
competitors!
Quietly and passively.


20

Angry Customers

Reflection: What do angry
customers do?

Hint: It’s active and loud.


21

Angry Customers

Complain
to you

Tell
others


Seek
revenge

Switch to
competitors

22

Best Opportunity?

Complain
to you

Tell
others


Seek
revenge

Switch to
competitors

23

What Must Happen?

Complain
to you

Tell
others

Seek
revenge

Switch to
competitors

How can you turn those frustrated foes to
staunch advocates?


24

Five Strategies

1.
2.
3.
4.
5.

Listen and empathize.
Acknowledge the problem.
Respond quickly.
Fix it (solve it).
Get back to them.


25

Success Story
1.
2.
3.
4.
5.

Listen and empathize.
Acknowledge the problem.
Respond quickly.
Fix it (solve it).
Get back to them.


26



27

Blazing Service

• A dynamic, interactive training program
• Instructor-led instruction blended with
web-based reinforcement tools
• Inspires the personal qualities and
practical skills that make
exceptional customer service
providers


28

Blazing Service Program

• 6 two-hour classroom modules (face-to-face
or virtual)
• Post-class reinforcement tools (online)
• Combined with social media tools on
NetSpeed Fast Tracks™ (online)


29

Delivery Options

• Certify your trainers to deliver the program
• Bring in our certified trainers to deliver
workshops
• Offer virtual or face-to-face workshops


30

Online Reinforcement

Easy to use web-based tools:
Blazing Service E-zine™
Blazing Service At Work™
Blazing Coach™
Blazing Service Administrator™
Built-in Level II and Level III assessment tools
Third Party Evaluation

31

Modules

• Blazing the Service Path
• Thinking Like Your Customer
• Winning Customer Hearts and
Minds
• Solving Customer Problems
• Handling the Heat
• Fixing the Systems

32

Blazing the Service Path

To introduce you to Blazing Service.
To help you identify and cultivate the
personal qualities and the practical
elements that make a great Blazing
Service provider.

© 2013 Clay & Associates Inc.

33

33

Thinking Like Your Customer

To help you develop and maintain
customer loyalty to your organization.


34

34

Winning Customer Hearts and Minds

To develop your ability:
• To empathize with customers
• To see their wants and needs
through their eyes


35

35

Solving Customer Problems

To develop the skills to “own” customer
problems and resolve customer issues.


36

36

Handling the Heat

To help you defuse eruptions—angry
customers—and transform the
Smoldering Service Experience into the
Blazing Service Experience.


37

37

Fixing the Systems

To help you communicate concerns
constructively and recommend system
improvements effectively.


38

38

NetSpeed Learning Center


39

Electronic Magazine


40



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42

Blazing Coach™


43

Blazing Coach™


44

Personal Coach


45

Individual Impact


46

Manager’s Observations


47

Actions

What is one action you intend to take
as a result of this webinar?


48

Complete the Survey

• Download previews of two Blazing Service
modules
• Schedule a demonstration of the post-class
tools
• Take advantage of the Year End discount: 15%
off programs purchased by 12/15/2013*.
* Minimum purchase = $25,000 before discount.


49

Walt Disney

Do what you do so well that they will want to
see it again and bring their friends.


50

How to Transform Angry Customers into Loyal Advocates

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