Great Customer Service.
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- Bruce Cooper
- 8 years ago
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1 Great Customer Service
2 Keith Harford Retail & Business Advisor Training Commercial Support Clients from sole-traders to state bodies Feargal Quinn s Retail Therapy on RTÉ One TV
3 Customer Service
4 Repeat business not required? Undertakers
5 Customers Grumpy Customers Happy Customers Which of these customers does the your stall need?
6 Why do customers visit your market / stall rather than a.n.other? Products Location Convenience Advice Service Your expertise Product range Value YOU!
7 Create Destinations The reason a customer passes your competitor to come to you: Products/services where you specialise Exclusive ranges Expertise Great Customer Service
8 The value of your people
9 Great Customer Service Let s look at some examples
10 Lego fan Luka and Jay ZX Against his Dad s advice, Luka brought his LEGO Jay ZX figure on a shopping trip to their local Sainsburys in the UK.and as Dad suggested, Jay ZX was lost, leaving Luka broken-hearted.
11 Luka ed Lego Hello, My name is Luka Apps and I am seven years old. With all my money I got for Christmas I bought the Ninjago kit of the Ultrasonic Raider. The number is It is really good. My Daddy just took me to Sainsburys and told me to leave the figures at home but I took them and I lost Jay ZX at the shop as it fell out of my coat. I am really upset I have lost him. I decided to send you an to see if you will send me another one. I promise I won't take him to the shop again if you can. Luka
12 Lego Rep Richard s Response Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never, ever, ever, let it happen ever again. He told me to tell you, "Luka, your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!" Sensei Wu also told me it was okay if I sent you a new Jay and told me it would be okay if I included something extra for you because anyone that saves all their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan.
13 Lego Response So, I hope you enjoy your Jay minifigure with all his weapons. You will actually have the only Jay minifigure that combines 3 different Jays into one! I am also going to send you a bad guy for him to fight! Just remember, what Sensei Wu said: keep your minifigures protected like the Weapons of Spinjitzu! And of course, always listen to your dad. Richard Lego Representative
14 Joshie s extended vacation Joshie is the favourite toy (a stuffed giraffe) of Chris Hurn s son. But when they stayed last year at a Ritz-Carlton in Florida, Joshie was left behind. To console his son, Mr. Hurn told him that Joshie had stayed on for a few days and then, he contacted the hotel
15 The hotel s response Joshie couldn t be thought to just walk aimlessly around, so he had to have a staff badge. Joshie couldn t be thought to have a badge but not do any work.
16 The hotel s response All work and no play would not be a great vacation for Joshie, so Joshie had to enjoy the Floridian weather too...
17 But, it s not always big business Murray Raphel Marketing Rule #1 -- "Find out what your customers want...and give it to them! In his earlier career as a shop manager He overheard a phone call Young boy offering lawn service
18 What makes GREAT Customer Service? Let s look at the stories we ve just spoken of
19 Nuisance or Opportunity? Richard saw an opportunity Used his initiative Had fun Represented Lego exceptionally well (many people have spoken, tweeted, etc. about this story) Created a Lego advocate
20 Nuisance or opportunity? The person who received the phone call from Mr. Hurn saw an opportunity to: Have some fun Make a child happy Turn a difficult situation into something special Create a Ritz-Carlton advocate
21 Lawn service Smart Checking Customer satisfaction Ensuring loyalty, but Earned loyalty
22 What makes GREAT Customer Service? Clear leadership People Thought Empowerment
23 What makes great customer service in your market?
24 What kind of person do you need to be to offer great Customer service? Ability to use your initiative Can see and GRASP opportunities Empowered Not interested in BLAME In essence: Have the right Attitude!
25 Who is responsible for Customer Service Standards? Two wrongs don t make a right The customer might not always be right, but there s no percentage in it for you in telling them so! Lead from the top Everyone in the business You!
26 What does Great Customer Service Cost? Lego: just some samples and an Ritz-Carlton: Time taken to take a few photos and send Joshie home Lawn service: A phone call In essence: VERY LITTLE! But what is the value of Great Customer Service?
27 The Marketing Department How many people work in your marketing department?
28 How so? Value of word of mouth advertising A happy customer It costs 10 times more to get a new Customer than to hold on to an existing one
29 What to do when problems arise? Stay calm / Remain polite Listen to the issue (take notes) Get someone else if necessary Suggest solutions (if appropriate) Potential to change bad situation into a VERY positive situation Sunset policy
30 Bathtub Principle
31 B: Boomerang Doing all you can to get the customer to come back again and again
32 E: Example Example is what you should always lead by Treat others as you would like them to treat you The customer is always right
33 L: Loyalty Take every opportunity you can to create loyalty Think of the examples we ve spoken about Loyal Customers Repeat Customers Loyal Customers Your extended Marketing Department Loyal Customers Your future!
34 Know your market I: Intelligence Know your competitors Know where each others strengths and weaknesses lie Work as part of the wider market offering
35 E: Éist Éist le fuam na habhann agus gheobhaidh tú iasc Listen to your customer Listen to the marketplace Even if you don t like what s being said Get over it (Old Irish Proverb)
36 F: Famous Be famous for something Destinations You must stand out in some positive way
37 In yourself In your products In what you do In your CUSTOMERS BELIEF
38 The difference between try and triumph is just a little umph! Marvin Phillips
39 What changes will you make tomorrow? It s now down to
40 Thank You for listening! Keith Harford
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