Outrageous Customer Service for Smarties BIZ
Post on 07-Apr-2018
222 Views
Preview:
Transcript
8/6/2019 Outrageous Customer Service for Smarties BIZ
1/18
8/6/2019 Outrageous Customer Service for Smarties BIZ
2/18
Outrageous Customer Service for SmartiesWhy Were Driving Customers AwayAnd What To Do About It!
AUTHOR: Richard Andreini
PUBLISHER: Andreini EnterprisesDATE OF PUBLICATION: 2004
NUMBER OF PAGES: 150 pages
Book pic
8/6/2019 Outrageous Customer Service for Smarties BIZ
3/18
Outrageous Customer Service for Smarties by Richard Andreini
THE BIG IDEA
Provide good customer service so itseasy to do business with thecustomers.
The book explains the importance ofcustomer service and provides tipsand techniques that can transformcorporations and businesses.
8/6/2019 Outrageous Customer Service for Smarties BIZ
4/18
Outrageous Customer Service for Smarties by Richard Andreini
What Is A Customer?
Customers are:
The most important people.
Not dependent on you; you depend on
them.
Not an interruption of your work; theyare the purpose of it.
Part of your business.
Flesh and blood like us.
Not to be argued with because you lose
if you do. People whose want you have to fill
profitably for you and by you.
8/6/2019 Outrageous Customer Service for Smarties BIZ
5/18
Outrageous Customer Service for Smarties by Richard Andreini
Handling Complaints and When You
Have To Say No!
Think of each complaint as an
opportunity to become accepted andto make a positive impact on a
customer.
It would be best to offer alternative
solutions instead of making excuses
and blaming people.
What Is A Customer?
8/6/2019 Outrageous Customer Service for Smarties BIZ
6/18
Outrageous Customer Service for Smarties by Richard Andreini
What Are Our Customers Expectations?
Tools used to know the customers
expectations:
Surveys and questionnaires.
Meetings with customers. Comment cards.
Employee training and refresher
classes.
Tracking repeated business
transactions. Brainstorming at company meetings.
Who Is Our Customer?
8/6/2019 Outrageous Customer Service for Smarties BIZ
7/18
Outrageous Customer Service for Smarties by Richard Andreini
Customer service is important because: We now live in a Service Economy where the
primary product is service itself.
It is the competitive edge.
Customers buy expectations and benefits that
we promised them.
Good customer service:
Is demanded and wanted by customers.
Makes customers happy and satisfied.
Keeps the customers coming back.
Attracts new customers. Keeps us in the business.
Is the ReasonWhyWe Are In The Business.
Why is Customer Service Important?
8/6/2019 Outrageous Customer Service for Smarties BIZ
8/18
Outrageous Customer Service for Smarties by Richard Andreini
Customer Service is a Philosophy -
Wrong Philosophy versus the
Right Philosophy
Good customer service should
start within the company and
should be taught to all the
employees.
Why is Customer Service Important?
8/6/2019 Outrageous Customer Service for Smarties BIZ
9/18
Outrageous Customer Service for Smarties by Richard Andreini
Four Basic Principles of Outrageous
Customer Service
1. Utilize high-tech and high-touch
systems, procedures and processes
2. Create and maintain an environment forpresence, awareness and excellence
3. Develop state-of-the-art customer
service and warrantees that shut-out
competition (here comes in Outrageous
Customer Service)4. Be unique and maximize convenience to
win back old customers.
What is Outrageous Customer Service?
8/6/2019 Outrageous Customer Service for Smarties BIZ
10/18
Outrageous Customer Service for Smarties by Richard Andreini
The Cycle of Good Service + 10 CriticalBehaviors That Define First Class Service
Ten Critical Behaviors
1. Be prompt in providing help and assistance.
2. Smile, be polite and sensitive.
3. Recognize and call the customers by their
names.4. Stick to the topic on hand, do not side track.
5. Provide answer to all the questions.
6. Offer additional products.
7. Empathize and thank the customer for thesale.
8. Make a note of the products that you do nothave that the customers are looking for.
9. Explain the outrageous warranty or returnpolicy to develop confidence and hospitality.
10. Ask the customer to fill out survey andcomment forms.
What is Outrageous Customer Service?
8/6/2019 Outrageous Customer Service for Smarties BIZ
11/18
Outrageous Customer Service for Smarties by Richard Andreini
What is Outrageous Customer Service?
Best andWorst Customer Service List
Top Ten Commandments Of Customer Service:
1. Care about your employees and treat themwell.
2. Praise and recognize your employees.
3. Know and listen to your customers.4. Believe that customer service delivers profit.
5. Train and empower your employees.
6. Clarify your service strategy.
7. Remove all processes and procedures thatare unfriendly to customers.
8. The company culture must be totallypractical about customer service.
9. Continually improve your service levels.
10. Remember that everyone has customers.
8/6/2019 Outrageous Customer Service for Smarties BIZ
12/18
Outrageous Customer Service for Smarties by Richard Andreini
What is Outrageous Customer Service?
Telephone Policy
Specific procedures in answering the
phone are limited to few companies. Avoid as much as possible having
the customer wait for someone to
answer the call.
8/6/2019 Outrageous Customer Service for Smarties BIZ
13/18
Outrageous Customer Service for Smarties by Richard Andreini
How to Implement Outrageous Customer
Service
Step 1: Know your companys vision of the
company and the manifestations of Outrageous
Customer Service.
Step 2: Know your companys Outrageous
Customer Service vision.Step 3: Review the Four Basic Principles of
Outrageous Customer Service.
Step 4: Implement high-tech and high-touch
systems, procedures and processes.
Step 5: Appoint a team and a leader for each of
the procedures and have them formulate five major
goals that have to be achieved.
8/6/2019 Outrageous Customer Service for Smarties BIZ
14/18
Outrageous Customer Service for Smarties by Richard Andreini
Step 6: Try functionality of the models, processes
and procedures.
Step 7: Create and maintain an environment for
presence, awareness and excellence.
Step 8: Appoint a team and a leader for each ofthe procedures and have them formulate five major
goals that have to be achieved.
Step 9: Try functionality of the models, processes
and procedures.
Step 10: Develop state-of-the-art customer service
and warrantees that shut-out competition.
How to Implement Outrageous Customer
Service
8/6/2019 Outrageous Customer Service for Smarties BIZ
15/18
Outrageous Customer Service for Smarties by Richard Andreini
Step 11: The True Unconditional Warrantee Kill all the qualifiers.
Be certain no competition can match it.
Make sure that you can do it.
Assign the cost to doing it.
Measure the positive effect of it.Step 12: Things that we can offer to win a
customer back
Coupons
Discounts
Follow up policy Brainstorming
Step 13: Know the hours that are Convenient for
the Customers
How to Implement Outrageous Customer
Service
8/6/2019 Outrageous Customer Service for Smarties BIZ
16/18
Outrageous Customer Service for Smarties by Richard Andreini
Agenda, Materials, and Tips for an All-Day,Offsite, Outrageous Customer Service
Workshop
Develop high-tech and high-touch systems,
procedures and processes.
Outrageous Customer Service Model
Strategic Customer Service Plan
Right People Model
Employee Internal Service Goals
Measurement system
Customer Marketing Communications and
Information Systems Customer Satisfaction Measurement Process
CustomerProfile and Development system
Great Customer Service Ideas Systems
How to Implement Outrageous Customer
Service
8/6/2019 Outrageous Customer Service for Smarties BIZ
17/18
Outrageous Customer Service for Smarties by Richard Andreini
Web Site Strategy Order Fulfillment Process
Complaint an No System
Telephone procedure
Create and maintain an environment for presence,
awareness and excellence. Facility
Appearance and attitude of employees
Product maintenance, packaging and shipment
Word of mouth
Community involvement
High profile CEO
Benchmarking with competitors
Develop state of the art customer service and
warrantees that shut-out competition.
How to Implement Outrageous Customer
Service
8/6/2019 Outrageous Customer Service for Smarties BIZ
18/18
top related