christopher rausch | master motivators | presentation - exceeding your customer's expectations
DESCRIPTION
A recent workshop I conducted for the United States Postal Customer Council. Focuses: - Customer service - Attitude shifting - Proven ways to exceed expectations - Relationships - CommunicationTRANSCRIPT
Exceeding Your Customers Expectations!
Proudly Presents
The Evolution…
And it’s my problem why???
Customer service begins with ME!
Attitude Management
Expectations
The Action Plan
"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each
tell 6,000 friends."
How Will They Rate YOU???
- Dr. Wayne Dyer
YOURLife
©
CONDITIONING
BELIEFS
ATTITUDES
FEELINGS
ACTIONS
BACKGROUNDS
WANTS
PERCEPTIONS
EGOS
EXPECTATIONS
LESS BUSINESS
= Great Service + Product @ Great Price
= Friendly & Helpful
= Dependability & Reliability
= Experts
= Immediate Access & Replies
CUSTOMERS
MEMBERS
TEAM
YOU
Diver Acquisition &Retention
Member Acquisition& Retention
Profitable
Global Alignment
Materials Mission Statement: To provide kick-ass service while also providing the bestquality our members deserve!
Garbage In =
Garbage Out!
Excuses
Reasons
VS.
Seek First To Understand
Be Understood
Then
Do I Want To Be Right?
HAPPY?OR
Responding
ReactingVersus
Proactive
Reactive
Vs
Think With
In Mind
The End
Team Involvement (Ideas Are FREEEE!)
Survey (team, boss, customers!)
Relationship Expert
Proactive & Responsive
Make THEM FEEL Special!
Empower & Risks
Technology & Trends
Stay In Touch!
Be The Expert!
MORE Services
Recognize & Appreciate
Mission & Vision Statements
Hindsight is always
20/20
Attitude Management
Expectations
Ask, Listen, ACTION!