How to Make A Big Difference in Customer Service June Van Klaveren Compelling Communications, Inc. 1 2 3 4 5 6 7 8 9 10
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How to MakeA Big Difference
in Customer Service
June Van KlaverenCompelling Communications, Inc.
1 2 3 4 5 6 7 8 9 10
Importance of Customer
Service
A delighted customer is ___
times more likely to
repurchase your service
than a satisfied customer.
6Importance of Customer Service
Importance of Customer Service
The technician was so helpful!
Importance of Customer Service
I’ll never call that company again!!
Importance of Customer
Service
For every complaint
you receive, there are __ others you never hear about, 6 of which are serious.
26
____% of complaining customers
will do future business with
you if you resolve their complaint.
54-70
Importance of Customer
Service
One little thing you need from your customers
• Information• --Open, clear, honest
communication about expectations• --Evaluation of service
1
How to get it!• Ask for it• --Face-to-face conversation• --Phone call• --Follow-up survey
1
Survey Tips• Customer surveys• Postcard surveys (postage paid)• Yes/no check boxes• Room for comments• No more than 5 questions• Send gift to those who respond
1
Get a copy of this survey form at: www.compelcom.com/NPMA.htm
BONUS idea• Conduct a “focus group”
event• Invite top ten customers• Ask open-ended
questions• Satisfaction with service• Service wish list• Suggestions for
improvement• Provide incentives for
participation
1
What to do with the info you get
• Act immediately!• Follow up• Use positive information as basis
for rewarding employee• Use negative information as basis
for reprimand or correction• Document complaints &
resolutions1
Three Ways to Handle the Impossible customer
1. Listen, listen, listen
1 2
Three Ways to Handle the Impossible customer
2. Respond immediately and personally
1 2 3
Three Ways to Handle the Impossible customer
3. Be fired up about your service
1 2 3 4
Three ways to keep technicians happy
1. Create an atmosphere of mutual respect
1 2 3 4 5
Three ways to keep technicians happy
2. Recognize great performance
1 2 3 4 5 6
Three ways to keep technicians happy
3. Praise genuinely
1 2 3 4 5 76
Three best kept customer service secrets
1. Build Relationships
1 2 3 4 5 6 7 8
• Communicate authentically• Tell the truth• Trust• Respect• Appreciation• Communication• Caring• Kindness
Best kept customer service secrets
2. Have fun in the workplace
1 2 3 4 5 6 7 8 9
Best kept customer service secrets
3. You make the rules
1 2 3 4 5 6 7 8 9 10
Final Thoughts
• Over half of consumers (53%) say automated phone systems are the most frustrating aspect of customer service!
• Another study says 94% reported it is “very frustrating” to be greeted by a recording
Thank you!June Van KlaverenCompelling [email protected]
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