improving customer service in your business

Russell Cummings

March 2014

IMPROVING CUSTOMER

SERVICE IN YOUR BUSINESS

WHY CUSTOMER SERVICE?

Many businesses do not have a

discernible competitive

advantage over their

competitors in terms of their

products (or services)

Many Customers evaluate the

“quality” of your business based

on the level of service they

receive

It is often the small things that

wil l make the difference

WHO ARE YOUR CUSTOMERS?

Internal & External

Primary & Secondary

WHAT DO THEY DEMAND FROM YOU?

RATER Dimensions

Reliability

Assurance

Tangibles

Empathy

Responsiveness

Source: ‘Practical Handbook of Customer Serv ice Operations” - Warren Blanding

HOW DO YOU MEASURE SUCCESS?

What wil l you measure in each RATER dimension?

DEVELOPING THE PLAN

RATER Primary Customers Secondary Customers

Dimension Operations Finance Suppliers Leadership Team Board

Reliability

Assurance

Tangibles

Empathy

Responsiveness

Enter Actions in the matrix to

improve your Service for each

Customer Group

Survey and ask one question:

“How likely is it that you would recommend <your business> to a friend or colleague?” Score 1 to 10.

NPS = % Promoters (9’s and 10’s) less % Detractors (o to 6)

>50% is excellent

NET PROMOTER SCORE

SUMMARY

1. Define your Customers

2. Clarify their Service Needs

3. Determine how you wil l measure success

4. Develop a Plan to improve service

Russell Cummings Business Consultant

M: +61 414 929 585

W: www.sbdbusiness.com.au

E: russell@sbdbusiness.com.au

Thank You

NEXT WEBINAR

Our next webinar is at 5:00pm (Sydney/Melbourne)

on Tuesday, July 8th and will cover “Finding Value in Your Value Proposition”