Building a Building a Company Company for for CustomersCustomersTim WakelinTim Wakelin

Increased customer choiceIncreased customer choice

Stand Out - but how?Stand Out - but how?

Institute of Customer Institute of Customer ServiceService

TimelinessTimelinessAppearanceAppearanceCourtesyCourtesyQuality and efficiencyQuality and efficiencyEase of doing businessEase of doing businessProblem solvingProblem solving

Ask YourselfAsk YourselfAre you/your team always on time?Are you/your team always on time?What first impression does your team/office What first impression does your team/office give?give?Are your team courteous?.....always?Are your team courteous?.....always?Do you provide high quality efficient service?Do you provide high quality efficient service?How easy is it to do business with you?How easy is it to do business with you?What problems do you solve?What problems do you solve?

What What customerscustomerswantwantHelpfulHelpfulKnowledgeableKnowledgeableLeft feeling Left feeling valuedvalued

What is the customer experience ?What is the customer experience ?

6 Point Customer Service 6 Point Customer Service Action PlanAction Plan

#1#1 Back to basics Back to basics

##22 Give them a free upgrade Give them a free upgrade

#3#3 Reward great customer Reward great customer serviceservice

#4#4 Ask the customer Ask the customer

#5#5 Get a returns policy Get a returns policy

#6#6 Ongoing customer Ongoing customer engagementengagement

Rule number #1Rule number #1