This document outlines Richard Mulvey's Power Series for creating raving fans out of customers. It discusses moving beyond just satisfied customers to develop a customer service vision through getting customer feedback. Key aspects that help create raving fans are focusing on products and services that meet customer needs, having good customer service from employees, and effectively handling complaints. The goal is to transform customers into fans who keep returning and promoting a business through their experiences.

1. Power Series
Creating Raving Fans
by Richard Mulvey

2. The Power Series
Week 1 - Getting New Customers
Week 2 - Selling over the Telephone
Week 3 - Sales Proposals and Presentations that Win
Week 4 - Handling Objections/Closing the Sale
Week 5 - Sales Negotiation
Week 6 - Key Account Management
Week 7 - 7 Habits of Highly Successful Salespeople
Week 8 - Selling at your Higher Price
Week 9 - Selling Face to Face - (online or on the road)
Week 10 - Customer Service - Creating Raving Fans

3. What are we going to discuss today?
Why “Satisfied Customers” is not enough
Creating a Customer Service Vision
Listen to your customers - Stop Listening
Your Products
Your Service
Your People
Handing Complaints

4. The Business of Business
The Business of Business
is to Satisfy Customers

5. What do we do all day?
Reports to write
Meetings to attend
E-mails to answer
Proposals to write
Strategies to develop
Staff to supervise
Deliveries to organise
More meetings
Secretary’s lunch
Pacify the Boss
Input/check Data
Read the Junk Mail
Yet more meetings
Talk to a customer

6. What do sales people do?
Make sure the
Customers Return

7. Why do Customers Return?
Friendly Service
Quality Product
Best Price
45%
36%
19%
Customers Care about Customer Care!

8. The Bad News
Having satisfied customers
is not enough.
We need to develop
Raving Fans!

9. Raving Fans!
Create a Vision
Find out what your Customers want
Deliver - one step at a time

10. How to create a vision
Get together in departmental groups
Be the customer
Make notes on what you see

11. Find out what the customer wants
Ask and Listen
Discard things you don’t want
Think beyond the “Faster Horse”

12. Listen - Stop Listening
1997 - Movie rental
2000 - Movies sent in the post for a monthly rental
2001 - Customer survey - Greater Selection of movies -
Delivered by Fedex rather than post - Lower fees
2007 - Streaming
2013 - Create their own content

13. Online reviews and Social Media
Twitter
#QantasLuxury
Clicks
Hello Peter
You Tube

14. Online reviews and Social Media

15. Three Areas of Customer Service
Your Product / Service
Your People
Your Systems

16. Your Product / Service
Does it work?
Is it designed with the
customer in mind?

17. Plastic bubble packaging
Your Product / Service

18. Your Product / Service

19. Your Product / Service

20. Your Product / Service

21. Your Product / Service

22. Your Product / Service

23. Your Product / Service

24. Your Product / Service

25. Your Product / Service

26. Your Product / Service

27. Your Systems
Are your systems
customer friendly?
Do you have systems for
every customer interaction?

28. Your People
Do you care about them?
Do they care about the customers?
Do they have the skills?

29. Make them feel welcome
What is the sweetest sound in
the world?
Flatter them
Make them feel like a close
friend coming into your home

30. What is the best thing the
customer can do for you?

31. Complain!
96% of dissatisfied customers never
complain.
90% of customers who are unhappy with the
service never return.
If you fix the problem, 50% - 74% will return.
If you fix it straight away......
96% will stay Forever!

32. Listen!
Remain calm and objective
Don't Argue / Don't interrupt
Empathize
Tell the customer what you will do
Then do it!
Complaints

33. Slides
https://www.slideshare.net/RichardM1/the-po
wer-series-customer-service-2020

34. Summary
Why Satisfied Customers is not enough
Creating a customer Service Vision
Listen to your customers - Stop Listening
Your Products
Your Service
Your People
Handing Complaints

35. Any
Questions

36. Power Series
Creating Raving Fans
by Richard Mulvey