Excellent customer service is different to every person. You will not be successful in delivering excellent customer service if you don't know what motivates you in giving it and the lens in which your customer sees your actions. Even if you are not familiar with the Strengths Deployment Inventory, this information will improve your customer service just by changing the lens through which you view it.
2. “Have you ever . . .?” Have you ever been at a restaurant where you loved the server but your friend didn’t? Have you ever felt like you were getting excellent service that you didn’t want? Have you ever wished the sales clerk wouldn’t greet you so enthusiastically? Have you ever stayed loyal to a product or service that was overpriced or inconvenient?
3. Why Does It Matter? “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” Jerry Fritz Customer Service Trainer CEO, Power to Wow
4. Why Does It Matter? 71% of business leaders believe that customer experience is the next corporate battleground. (Shaw & Ivens)
5. Why Does It Matter? 91% of unhappy customers just leave and say nothing 1 word of mouth = 600 ads! Costs -35% Revenue +35%
6. Why Customers Leave 3% business moved 5% preferred competitor’s product 9% price increases 14% dissatisfied with product/service 31% total 69% left because of poor service White House Office of Consumer Affairs
7. Why Does It Matter? 55-58% customers will always or often pay more for the experience: Apple Starbucks Disney
8. Why Does It Matter? “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end of the day and totally human terms. Perception is everything.” Tom Peters
9. Why Does It Matter? “The more you know what makes you tick; the more you know about what makes others tick . . . the more empowered you become to control outcome of your relationships". Elias Porter
41. Cost of Service Recovery Lost & Found $20,000 to replace items at a regional hospital 6 to 10 times more cost to attract new customers than to retain existing ones Correcting failed services
42. 1st Stage of Conflict is Key You MUST stay in Stage 1 Be self-aware of your triggers Be self-aware of your Stage 1 Get back into Assess-Borrow-Connect mode!
44. Service Recovery by Color Blue: “Make it right without me getting upset.” Red: FIX IT! NOW! Green: Knowing that there is a structure supporting the solution Hub: We’re back in balance – the relationship is win/win
45. Service Recovery by Color Red-Blue: “Make it rightwithout me getting upset.” Red-Green: “Tell me how to prevent it from happening again.” Blue-Green:Clear, rational (i.e. with asolution) and authentic apology
46. Why Does It Matter? “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end of the day and totally human terms. Perception is everything.” Tom Peters
Hinweis der Redaktion
Attract and retain
91 % leave. Here’s why
It takes 16-20 impressions to overcome a bad first impressionAfter that first impression: 5-7 interactions for 1 negative interactionTime consuming AND costlyIt is 6 to 10 times more costly to attract a new customer than it is to retain an existing one.$35,000 in 2010 - $20K in lost and foundPhone story
How do you recover service for each color? (What would matter to a blue, red, green, etc. to recover them?)
If your organization is already using SDI, then this is going to make providing customer service easier, more natural.Reality is that organizations put more emphasis (overdone) on specific MVS (blue, red/green) that you don’t understand why your customers aren’t satisfied. Back to Porter’s what matters in a relationship and excellent CS does all four. What we’ve attempted to do today is show you how these four elements in Relationship Awareness theory can make you more aware of your shortcomings in delivering ideal cs to the greatest number of people possible in a cost effective, manageable manner.