A Great Customer Experience

Transcription

1 Monday, Feb , WWETT 205 9:30 a.m. to 0:30 a.m. Title: A Great Customer Experience This seminar will challenge attendees to think about company organizational issues in a new light and learn about some best practices for creating a better customer experience. When customers have a good experience doing business with your company, they remain loyal, are less likely to drop you for a lower price and will gladly refer your services to others. Learn how to identify specific strategies, concepts, logistics and planning guidelines to enhance the customer s experience doing business with you. Revolutionize business standards, improve customer and employee loyalty, encourage repeat business, increase referrals and deliver superior value. Management, customer services, sales representatives, and operations or dispatch personnel are encouraged to attend.

2 Monday, Feb , WWETT 205 I. Introduction II. What is a Great Customer Experience? III. What s New About Customer Service? IV. Creating a great customer service experience A. Ed Debevic s B. St Elmo s Steakhouse V. Benefits of providing a great customer experience A. Rewarding B. Good reviews C. Brand Loyalty D. Increased Growth E. Builds Employee Morale VI. Would your customers recommend your services to others? A. Two-thirds are willing to spend more (American Express) B. Only 4% complain to a company, the rest just go somewhere else C. Average customers are worth 0x their first purchase D. Cube Potential of business E. Bad news reaches more than twice as many as a good service experience F. 3 in 5 would considering trying a new company for a better experience (ref: Help Scout, Did you know?) VII. Objective: to consistently deliver an exceptional customer service experience A. Examine that space between a rating of 9 and 0. B. Fine-tune organizational processes for excellence. Inspire creativity 2. Leadership Excellence 3. Postive Culture 4. Improve brand loyalty C. Zig Quote VIII. The Customer Experience A. Brand Awareness B. Product & Services Experience C. Brand Loyalty

3 Monday, Feb , IX. Brand Awareness (starburst) WWETT 205 A. Brand Identity B. Brand Awareness. All marketing efforts: website, ads, social media, brochures, adwords, 2. Company Appearance: decals, truck decals, uniforms 3. Networking: trade organizations, BBB, Chambers, sponsorships X. Decision to Try A. Make it Easy to do business with you B. Demonstrate Responsiveness C. Ability to answer questions - Address the fear some may have in ordering a portable restroom. Will it smell? Do I have to dig a hole? Will it be clean? Does it come with TP? Where do I place it? When do you service it? How often is it serviced? Should I have one for men and one for the women? XI. Strategic Preparation A. Disney s Chain of Excellence. Leadership Excellence 2. Cast Excellence 3. Guest Satisfaction 4. Financial Results / Repeat Business B. PRO Service-Profit Chain of Excellence. Leadership Excellence 2. Service Excellence 3. Guest Satisfaction 4. Financial Results / Repeat Business / Referrals XII. Product & Service Experience A. Place Order. Ordering process a) Practice Active Listening b) Be friendly 2. Confirmation 3. Delivery Details that aid in the delivery B. Delivery. On-time

4 Monday, Feb , 2. Unit placement WWETT Cleanliness upon delivery 4. Correct product style and quantity 5. Service Tech s customer service skills C. Service. Properly arranging the service 2. Cleaned consistently 3. Cleaning exceeds customer s expectations D. Pickup. Prompt response 2. Courteous Service Tech E. Invoice. Invoice is done timely 2. Charges are accurate 3. Payment options meet or exceed customer s expectations XIII.Follow up A. Follow up most often tends to happen after the sale. For on-going work with customers I recommend that you follow up periodically during the service so that you can address any potential problems and while you still have the opportunity to exceed their expectations. B. Create a culture that recognizes a problem as opportunity for customer service and for improvement. C. Follow up promptly if there s been an issue D. Follow up with staff to get feedback that helps you sharpen the saw E. Consistently deliver an Exceptional Customer Service Experience F. Customer Service is the most important factor influencing buying decisions and how much people trust a company, according to a recent study by Dimensional Research of Sunnyvale, CA. [ G. Dealing with conflict and challenging situations - resolve an issue to a client s satisfaction and not only salvage the relationship, and increase loyalty. XIV. Continuous Improvement Process A. Evaluate, learn, listen, improve B. Measure, act, remeasure

5 Monday, Feb , C. Culture of creativity WWETT 205 D. Learn from your mistakes E. Complaints are opportunities XV.Brand Loyalty A. Customer Satisfaction drives Customer Loyalty B. Brand Loyalty leads to company growth and higher profits XVI. Recap The Customer Service Experience