when customers engage..is your team ready

IMPROVED PERFORMANCE SOLUTIONS

When Your Customers Engage

Is Your Team Ready?

Goals for Session

Understand the things that affect customer retention

How to assess areas that need changeWhat to DO to improve customer retentionHow to implement changeHow do we get change to stick

What Business are You in?

The Customer Business

Glenn’s Rule #1

Excellent Customer Service is the Same in Every

Industry

What is Excellent Customer Service?

Excellent Customer Service

Excellent customer service is the ability of your organization to consistently exceed customer expectations.

Excellent customer service needs to be the philosophy of the whole company.

After having a poor customer experience *….

86% of people told family, friends and co-workers

20% posted negative comments online15% of people stopped doing business with

the company64% of people switched to competitors

How do you impact these numbers?

*2009 Accenture Customer Service Report

How to Begin?

What is the level of customer service that you want to deliver?

Where does it need to be executed?How should it be executed?How do you make sure you are doing it

consistently?

Where to look?

EVERYWHERE YOUR BUSINESS INTERACTS

WITH YOUR CUSTOMERS!

Service

BDC/Internet

OperationsManagement

Reception

Dealership

Face to Face

Advertising&

Product

Customer

Assess what is currently happening

Stop for 30 seconds and look around to see what the customer sees. Are you happy?

The 5 Why’s or What’sBe honest with yourself

What to implement

Take on one area at a timeAnalyze what is currently

happeningKeep what’s working

Glenn’s Rule #2

If it bothers you…Don’t Do It

How to create change

Focus on actionsDefine what you have to DO to changeStandardize as much as possible

How to Train your staff

Person training is a good teacher

All training is documentedConsistent schedule for

training

5 Step Coaching Process

Open the DoorExplore what they knowAgreementDemonstrate / Role-playFinal review

Tips for Effective Coaching

Make sure you are setting the right example yourself. Your team will take their cues from you.

Effective Communication: Specific/Do-ableConsistencyAccountabilityCatch them doing it right!

Steps for Excellent Customer Service

Listen to your customers to understand their needs

Nothing frustrates a customer more than having to repeat themselves because you are not listening.

Ask questions so you are clear on what the customer is expecting.

Get the information the First time

DO NOT focus on the next questionDO NOT focus on the next customerFOCUS on getting correct information

Tell them what you CAN do, not what you CAN’T do

Deliver what you say

Manage ExpectationsCommunicate with other departments to

make sure your timetable works with others

Your #1 Job: Be of Service

Make sure that when you hang up or the customer leaves, you have done EVERYTHING you could have.

Go the Extra Mile

They may not always say so, but people notice when you make the extra effort and will tell other people.

Give your staff the power to make those small customer-pleasing decisions themselves like giving an extra discount without having to check every time.

Things you may not realize your doing

Body LanguageWatch your comments after

dealing with a customer. You never know who is listening or watching!

Too focused on one task you miss what is in front of you

Physical space customers see

Dealership

Face to Face

Advertising&

Product

Customer

Steps for Excellent Customer Service

Listen to your CustomersGet the info the first time Tell them what you CAN do, not what you

CAN’TRemember: Your #1 job is to be of serviceDeliver what you sayGo the extra mile

Glenn’s Rule #3

Follow up! Follow up! Follow up!

Thank You for Your Time

Improved Performance Solutions16 Mt Bethel Rd.#181Warren, NJ. 07059

732-261-5472

Twitter.com/sidebysidecoachFacebook.com/improvedperformancesolutions

www.ipsforyou.comglenn@ipsforyou.com

when customers engage..is your team ready

excellent

customer

change

focus

customers

make

deliver

business

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