ConneCTing wiTh CusT omers€¦ · CONNECTING WITH CUSTOMERS 3 “ Range of Customer Experiences Unsatisfied Satisfied Loyal Expectations Not Met Met Exceeded Emotions Angry – Disappointed

© 2013 LaBelle Training, LLC

ConneCTing wiTh CusTomers

Creating Positively Memorable Experiences for Your Customers

TaBLe of ConTenTs

Customer Loyalty – Far More than Customer Satisfaction 2

Customer Loyalty – Building Connections

Connecting Practice # 1 – Competency

Connecting Practice # 2 – Consistency

Connection Practice # 3 – Concern

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Demonstrate concern with the right words

Demonstrate concern with the right attitude

Demonstrate concern with the right actions

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Personal Action Plan 9

Appendix – Helpful Customer Service Phrases 10

ConneCting with Customers

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Range of Customer Experiences

Unsatisfied Satisfied LoyalExpectations Not Met Met Exceeded

Emotions Angry – Disappointed Indifferent - Content Happy - Ecstatic

Relationship Detractor Consumer Promoter

Likely to Defect Certain Probable Improbable

Tell Others Will Might Will

Impact on Business Negative Negative - Positive Positive

Why do your long-term customers keep doing business with you?

What might cause them to defect to a competitor?

What are practices that you could start (or strengthen) to ensure customer loyalty?

86% - The number of U.S. adults who will pay more for a better customer service experience.

RightNow Technologies Report

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ConneCTion PraCTiCe # 3 – ConCern

Demonstrate genuine concern with the right words

Replace each of these statements with a response that:

1) Identifies with the customer’s emotions

2) Assures the customer you will solve their problem

Unfortunately our policy is…

I’m sorry that happened…

There’s really nothing I can do…

That’s not my department…

We’re short staffed…

Benchmarking Responses

Consider creating a uniform and superior response to the most common customer requests, questions and complaints. When benchmarking, consider the following questions:

1) Does the response delight the customer?

If that’s not possible,

2) Does the response help the customer?

If that’s not possible,

3) Does the response respect the customer?

Move toward YES and away from no.