customer service resource 23 pages

8/6/2019 Customer Service Resource 23 Pages

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Customer service resource

Three levels of customer serviceThe expected levelThe desired levelThe unanticipated level

Andrew Gibbons

Three corporate customer service competencies

Listening and communicatingReliability; consistency; fairness; respect; courtesy and dependabilitySolving problems

Parasuraman

Three brave questions to ask about customer service

What factors do customers consider when deciding to do business with you?Why do customers buy more than once from you?Why do customers leave you, and take their business elsewhere?

Andrew Gibbons

Three secondary positive effects of customer loyalty

Revenue grows as a result of repeat purchases and referralsCosts decline as a result of lower acquisition costs and from theefficiencies of serving experienced customersEmployee retention increases because job pride and satisfaction increase,in turn creating a loop that reinforces customer loyalty and further reducing costs as hiring andtraining costs shrink and productivity rises

Frederick Reichheld

The three types of customer every organisation needs most:

Current customers worth retainingOthers customers that should be wonLost customers that should be regained

Andrew Gibbons


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Three keys to service success

Make every decision with the customer in mindBuild a strong culture of serviceManage each moment of truth

Ford and Heaton

Three myths about customer satisfaction

I can tell when my customers are satisfiedMy customers would tell me if there was a problemMy staff keep me informed about customer satisfaction

Arthur Bell

Three really awkward questions

If your company disappeared tomorrow to whom would it matter and why?Which of your customers would miss you and why?How long would it take for another firm to step into the void?

Montgomery

Three rs of loyaltyRelevance to the customerRewards to the customerRetention of the customer Wansink and Seed

Three rs of customer service

Retention ConvenienceProduct quality and fitSatisfaction with problem resolution

Repurchase Ease and simplicity of transactionTransparencyTrustworthiness

Referral Emotional connection Michael

Three determinants of repeat purchase

Product/service qualityProblem resolutionAccount management Hart and Johnson

Three types of customer


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PromotersPassivesDetractors

Brandt

Four things customers want

ReliabilityResponsivenessAssuranceEmpathy

Marketing Science Institute

Four parts to the service recovery model

Fix itRed carpetEmpathyHero

The PACT model of customer serviceP rocessA ttitudeC ommunicationT ime

Krishna

Four determinants of customer loyalty

Past satisfaction with a brandPerceived risk associated with a purchaseAvailability of substitutesCosts of changing brands

Javalgi and Moberg

Four parts of the buying cycle

ShoppingPurchaseOwnershipReplacement

Butz & Goodstein


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Four questions that help establish market impact

Do we anticipate the needs of our customers?Do we offer products and services which have a distinctive edge overour competitors?Do we meet the demands of our customers precisely and accurately?

Do we exceed the expectations of our customers because we do all of the above so well?

Steve Smith

Four lessons learned from customer-focused organisations

The best future customer is usually an existing customerA need to really focus on the customers you really need to keepBoth and databases need to be builtPut competitive advantage before cost

Clutterbuck and Goldsmith

Four absolutes for customer service improvement

A long term approach to customer serviceThe passionate commitment of the top teamA substantial investment on getting it right first timeA positive attitude throughout the organisation

David Freemantle

The Four Is of customer service

InvestigateIdentifyImplementImprove

Yasin and Youas

Four strategic customer service rules

See the big picture and how customer service fits into thisEstablish an authentic connection with each customer, rendering timely, accurate and thoroughserviceValue and respond to unique customer needsExtend a hand to repair and strengthen relationships with customers who are upset or angry

Darlene Russ-Eft


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Four specific types of disloyal customer

DisengagedDisturbedDisenchantedDisruptive

Butz & Goodstein

Four types of organisation in terms of customer service

NaturalsAspirantsFollowersLaggards

Clutterbuck Clark and Armistead

The four zones of customer service:

RecommendationNormalityToleranceRejection

David Freemantle

The four Rs of real customer focus

Recruitment

RetentionRecoveryRetrieval

Andrew Gibbons

Four ways customers judge value

The price of the product or serviceThe quality of the product or serviceThe degree of innovation offered by the product

The service provided to customers

Ray Miler


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Four factors that really build a loyal customer base

Products that are clearly differentiated from those of the competitionHigher-end products where price is not the primary buying factorProducts with a high service componentMultiple products for the same customer

BusinessTown.com

Four parts to the ASAP service recovery model

A pologiseS ympathiseA ccept responsibilityP prepare to take action

Lynda Ramsey

Four factors that really build a loyal customer base

Get management in direct contact with customersGet customers involved in creating customer standardsGet employees involved in planning and implementing customer service standardsThe leadership must show everyone customer service is a priority

Kevin Stirtz

Four ways to really improve customer service

Products that are clearly differentiated from those of the competitionHigher-end products where price is not the primary buying factorProducts with a high service componentMultiple products for the same customer

BusinessTown.com

Five ways to manage an angry customer

Dont let them get to you

Listen, and show you are listeningStop saying sorryEmpathise genuinely!Build rapport without concessions

Alan Fairweather


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Five levels of customer bonding

PreferentialFavouritismCommitmentReferential

ExclusiveButz & Goodstein

The five dimensions of service

Reliability: the ability to perform the promised service dependablyand accurately.

Responsiveness: the willingness to help customers and provide promptservice.

Assurance: the knowledge and courtesy of employees and their abilityto convey trust and confidence.

Empathy: the caring, individualised attention provided to thecustomer.

Tangibles: the appearance of physical facilities, equipment,personnel and communications materials.

Tom Peters

Five core leadership values for customer focus

Customers Demonstrate flexibility in responding to customer demandsEmployees Build supportive relationships with direct reports rather

than remain distant and impersonalTeamwork Work to ensure that all team members fully understand

each others rolesEmpowerment Delegate authority to enable direct reports to make

decisions and take actions in a timely mannerQuality Encourage people to find ways to prevent problems before

they happenAllan Church

Five steps to customer happiness

Put customers first and identify your number oneStay close to customers and update your dataGroup customer needs and customise ideasPay close attention to fine detailsCommunicate positively and not just to sell

Tony Jacowski


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Five parts to the FRIES model

F riendlinessR eassuranceI nformationE xtras

S implicityCharles Kingsmill

Five biggest customer service blunders

Making customer service a training issueBlaming poor service on employee demotivationUsing customer feedback to uncover whats wrongReserving top recognition for splashy recoveriesCompeting on price not service quality

Paul Levesque

Five levels of customer loyalty

Bonding: Can anything else beat it?Advantage: What is it good at?Performance: Is it satisfactory?Relevance: Does it meet my needs?Presence: Do I know about it?

Five essentials for customer service

Do what you say you will.Make what matters to the customer your priorityFind ways to improveMake positive personal contacts with the customerHave well trained and motivated staff who work well together

Macaulay and Cook

Five key questions

What do your customers want?What would delight them?How are you doing at the moment?How does the way you operate prevent you delighting your customers?What are the best organisations doing?

Robert Evans


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Five parts to the LEARN service recovery model

L istenE mpathiseA pologiseR eact

N otifyAndrew ODriscoll

Five things customers want

Ability to deliver service accurately and consistentlyWillingness to provide prompt serviceExpertise and courtesy of employeesEmpathy and individualised attentionProfessional appearance of the facility, equipment and employees

Five central concepts to the Japanese understanding of customer satisfactionCustomer satisfaction must be the primary management objectiveCustomer satisfaction strategy must heavily emphasise customer interfacesCustomer satisfaction must be measured and assessed regularlyA constant effort is needed to enhance customer satisfactionCustomer satisfaction enhancement must be management-led

Kenzi Mizuguchi

Five parts to the service-profit chain

Profit and growth are stimulated primarily by customer loyaltyLoyalty is a direct result of customer satisfactionSatisfaction is a function of the value of services provided to customersValue is created by satisfied, loyal, and productive employeesEmployee satisfaction, in turn, results primarily from support services and policies that enableemployees to deliver results to customers

Jerome & Kleiner

Five parts to the IDEAS benchmarking model

I nquire Investigating possible areas for benchmarkingD ecide Select one areaE xpand Exploring key features of the chosen area - causes, effects and

possible solutionsA nalyse Seeking expert opinionS pecify Interpreting results to focus on the way forward

Webster and Chen Lu


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Five principles of Customer Relationship Management

Challenge the processInspire a shared visionEnable others to act

Model the wayEncourage the heart

Galbreath

Five parts to the RATER customer service model

R eliabilityA ssuranceT angiblesE mpathyR esponsiveness

Parasuraman et al

Five types of customer in terms of buying a product or service:

Innovators 2.5%Early adopters 13.5%Early majority 34.0%Late majority 34.0%Laggards 16.0%

Everett Rogers

Five musts for measures

What does each of my customers want?How can we design systems and processes that can respond quickly to what they want?Measures must help understanding and performance of the systemMeasures must relate to what customers valueMeasures must be in the hands of the people doing the work

Spitzer

Five customer service mistakes to avoid

Dont:Place a customer on hold endlesslyEver be perceived as being rude to a customerIgnore a problemMake customers jump through hoops for an exchange or refund

Russ Mate


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Six aims of CRM

Reduced operating costsIncreased propensity to buyEnhanced customer and company imageAdd value to the customer relationship

Enhanced ability to targetTrack customer behaviour profitably

Six loyalty factors

Product usagePurchasing habitsFeelingsAttitudesPersonalityDemographics

Wansink and Seed

Six customer service essentials

Drop everything to respond to a customerDo a little more than is expected every timeKeep your promisesAddress customer problems immediatelyFollow up when seeking to resolve problemsPersonalise all communications with customers

Six keys to developing customer service skills

Like what you doLearn to adjust your perceptionsWork on rapport, and be likeableAvoid conflictBe reliable, responsive and credibleNever stop learning

Jill Homer

Six customer service lessons

The critical significance of a customer service strategySelect the right peopleDevelop motivate and lead the right wayEstablish effective service delivery processesIntegrate continuous improvementEnsure managers are truly the key change agents

Susan and Derek Nash


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Six myths about complaints...

If customers dont complain, were doing a great jobLosing ones customer wont hurt usBy making it hard to complain we wont be bothered by petty problemsWe can always attract new customers

Even if we satisfy complaining customers they wont come backCustomers who complain are just troublemakers

Six steps to customer service excellence

Drop everything when the customer callsDo a little extra- every timeKeep your promisesAddress problems immediatelyFollow up on problems and questionsPersonalise communications

Aaron Turpen

Six actions to create and deliver high quality service

Promote teamworkCreate combined institutional memoryIncrease organisational flexibilityLearn what customers really valueEnsure management practices foster a customer-driven cultureTrain everyone to be customer-competent

Six customer types

ApostleLoyalistDefectorMercenaryHostageTerrorist

Jones and Sasser

Six things customers dont want when complainingTo be ignoredTo be made to feel guilty for complainingTo have to fight to be heardExcuses or justificationTo be passed from one person to anotherTo wait an unacceptable amount of time for their complaint to be resolved


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Six ways to be customer-drivenDevelop a customer-driven cultureCreate a customer-committed workforce

Leadership by exampleKnow your customers and your businessKnow and profit from your competitorsBe distinctive

Holden

Six critical lessons about customers

The things that matter most to customers arent what we thought they wereOur customers needs and demands are changing and risingOur competition is not standing still - they are improvingOur customers perceptions, however strongly felt, may not be based entirely on fact, but thatdoesnt matter.If we improve something, let our customers knowPrice is never, ever the most important thing to our customers

Jeanes

Six issues on managing complaints...

Why do customers complain?Why dont customers complain?How are complaints discouraged?How can complaints be encouraged?How should complaints be handled?Why must complaints be managed well?

Andrew Gibbons

Six elements of the negative value spiral

Standards dropPoorer customers cost more and yield lessSo prices rise and service is cut to save moneyGood customers then perceive less valueDefections surgeEarnings plummet

Frederich Reichheld


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Seven steps to customer loyalty

Always say thank youFollow-up to be sure youre doing a good job and that the product is working

satisfactorilyOffer a guaranteeSpoil your customersKeep in contactTreat them with respectDisplay integrity in all your business dealings

Nan Yielding

Seven reasons for CRM failure

Focusing solely on technology

Losing sight of customersIgnoring customer lifetime valueLack of management supportUndervaluing data analysisUnderestimating change managementInflexible business processes

Sudhir Kale

Seven things not to do when handling complaintsAbandon the customer

Get defensivePass the buck or drop others in itMake promises you cant keepAssign blame to othersTake it personallyGive cause for further irritation

Seven ways to get serious about customer service

Roll out the red carpet for everyoneTake time out to get to know your customer

Go out of your way to ensure they are happyNotice what the customer seesBe easy to do business withWork on everything the customer experiencesMake service excellence the heart of the business

Eric Garner


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Seven ways to make customers feel important

Please use my nameMake me feel one of the chosen few

Ask for my advice and take it seriouslyRespect my time dont waste itSurprise me, exceed my expectationsApologise, and mean it when you are wrongListen to me and accept my perceptions of you

Kevin Elkenberry

The seven parts of the PERFECT customer service model

P oliteE fficient

R espectfulF riendlyE nthusiasticC heerfulT actful

Video Arts

Seven steps to target customers

Review and rank your client base

Get rid of customers that dont fit your profileListen to customers, provide what they wantPut yourself in the customers shoes think as they doDecide whether or not to offer tiered customer serviceMobilise your entire teamOwn your problems, own your customers

Robin Johnston

Seven ways to wow customers

Get promising and keep them!

Be a genuine enthusiastCreating lasting first impressionsProvide real value for moneyBe a problem solver take responsibilityBe their friend work on relationshipsCall them after they have bought


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Eight critical steps to a customer service culture

Customers are the reason for work, not an interruption to workTrain, train, and train some more

Empower your staff to serveMake service personalSay yes even when you most want to say noOffer solutionsRecognise staff for outstanding serviceAsk your customers what they think of you

Anthony Mullins

Eight components of quality

Performance

FeaturesReliabilityConformanceDurabilityServiceabilityAestheticsPerceived quality

Ho and Cheng

Eight ways to handle difficult customers

Dont take it personallyRemember you are good at your jobWrite down their complaint or concernGet your management involvedDebrief with someone else get it out of your systemLearn and use stress management techniquesAccept that some customers see you as a targetLearn from it all do things better next time

Neen James

Eight essentials for customer retention

Keep your promisesManage first impressionsMake yourself easy to do business withConstantly evaluate frontline treatment of customersSolve problemsManage fine detailsEnfold customers in your businessFollow up maintain dialogue


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Zemke

Nine positive thinking patterns for customer facing employees

I have the best job in the world

It is fun looking after my customersI love it when they ask me to help themIt gives me a buzz to fix problemsI always try to please themI meet many interesting customersI cant wait to get to workThe more customers the betterCustomers make me feel good

David Freemantle

Nine golden rules of customer service

Bring em back alive dont lose profitable customersHave the right systems to give consistency of serviceUnderpromise, overdeliverWhen the customer asks, the answer is always yesEvery employee has authority to handle complaintsNo complaints? Somethings wrong!Measure everythingSalaries are unfair pay according to contributionShow respect, be polite, and mean it!

Nine ways to make a difference

Keep your promisesBe truthful at all timesMake available key senior peoples contact detailsCreate expertise an all products and servicesAsk customers how you are doing, and pass it on!Select high quality people and reward them wellBe creative about finding customer solutionsDont be a slave to technologyTalk your customers - and meet them too

Mike Faith


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Nine ways to handle an angry customer

Acknowledge the other person's anger quicklyMake it plain you are concerned

Dont hurry them, be patientKeep calmAsk questions, explore thoroughlyGet them talking about solutionsAgree on a solutionFix a scheduleDo what you say you will

Tom Hopkins

Nine signs of real customer service

Be accessibleRespond swiftlyListen to your customersTreat your customers with respectNever argue with, or contradict a customerHonour your commitmentsBe honestAdmit when you have made a mistakeDo what you say you will do

Debbie LaChusa

Ten top customer service tips

Hire people with a positive service attitudeMake the customers time with you a positive experienceKeep all employees well informed on what is going onMake every decision with the customer in mindEmpower all employees to do the right thingMake customers an agenda item at every staff meetingContinually seek to improve and add valueCreate a climate of excellenceContinually do the unexpectedNever let an untrained employee have customer contact


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Ten commandments of customer service

Know the customer is bossBe a good listener

Identify and anticipate needsMake customers feel important an appreciatedHelp customers understand your systemsAppreciate the power of yesKnow how to apologise with good graceGive more than expectedGet regular feedbackTreat employees well, it will reflect in the service given

Susan Friedmann

Ten things to look for in a customer facing employee

A genuine liking of peopleAn enjoyment in working for, and servicing othersA strong social needAn ability to feel comfortable with strangersA sense of belonging to a group or placeAn ability to control feelingsAn ability to show empathy and sensitivityA general sense of trusting othersHigh level of self esteemA track record of competence

Ten components of the SERVQUAL customer service model

ReliabilityResponsivenessCompetenceAccessCourtesyCommunicationCredibilitySecurityUnderstanding/knowing the customerTangibles

Parasuraman et al


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Thirteen customer retention and recovery key performance indicators

Churn - by value and volumeNet present valueCustomer tenureLifetime valueShare of walletRepurchase ratesAcquisition costsLabour turnover in key jobsPareto profit analysisRetention of complainantsSame cycle comparisonsTime to profitability

Segmented defection ratesAndrew Gibbons

Fourteen customer retention and recovery key issues

Long term desire and interestInformation up to the jobMeasures that mean somethingAnalysis of retention and churnQuality of salesManagement policies and practices

Competence of key people - especially frontlineService recovery - not just complaint handlingRecruitment, development and reward of staffTargeting customers that must be keptFocused, not blind marketingValue added, proactive contactShare of wallet - getting more of total spendValue creation drives profit

Andrew Gibbons

If growth is what you are after, you wont learn much from complex measurements of customersatisfaction and retention.

You simply need to know what your customers tell their friends about you.

Profit is indispensable of course, but it is nevertheless a consequence of value creation, whichalong with loyalty, makes up the real heart of any successful long-lasting business.


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Since the only way a business can retain customer and employee loyalty is by delivering superiorvalue, high loyalty is a certain signof solid value creation.

It is simply not possible to build or maintain a healthy business without learning how to get theright customers. In most businesses, the customers most likely to sign on are precisely the worstsort of customers you could possibly find.It is hard to concentrate on customer quality when gaining quantity is somuch easier.

Customers will never pay more for any more for anything than the value it creates for them.The fact is, every defection is the result of inadequate value. And since value is ratio of quality toprice, price is always a factor in defection.

We discovered some years ago that raising customer retention rates by five percentage pointscould increase the value of an average customer by 25 to 100 percent.

Frederich Riechheld

customer service resource 23 pages

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