from frustrated foes to staunch advocates
Post on 13-Sep-2014
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DESCRIPTION
This one-hour webinar introduced customer service strategies to build customer loyalty at the moment of need: when they are in your face complaining about your service.TRANSCRIPT
© 2013 NetSpeed Learning Solutions. All rights reserved. 1
From Frustrated Foesto Staunch Advocates
How to Make Your Customers Love You
October 22, 2013
© 2013 NetSpeed Learning Solutions. All rights reserved. 2
Webinar Objectives
• Five techniques to build customer loyalty based on customer needs
• The four actions taken by angrycustomers and how to avoid them
• Why you must value and attend to yourangry, complaining customers
• How Blazing Service can help yourcustomer service teams transform foesto advocates
© 2013 NetSpeed Learning Solutions. All rights reserved. 3
About Cynthia Clay
• 25+ years of experience• Co-author of Peer Power:
Transforming Workplace Relationships
• Created Blazing Service to develop the skills of customer service providers
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Tweet
#customerservice
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Opening Poll
What statement best describes customer service in your organization?
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Who is This Man?
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David Carroll
“It was reported that my videos impacted United Airlines stock price by 10% and in the eyes of some, the UA brand will be forever associated with those songs.”
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Customer Loyalty
What are the chances that Carroll is still flying United Airlines?
0%18% of customers with resolved issues made repeat purchases ofthe same product.
Source: Retail Consumer Report (January 2011)
Source: Retail Consumer Report (June 2011)
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Trader Joe’s
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Chat
Why would a customer sing your company’s praises?
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Customer Experience
In a 2012 report by Forrester Research:• Only 37% of brands received
Good or Excellent customer service index scores.
• 63% were rated OK, Poor, orVery Poor.
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Chat: Customer Needs
What do customers want?
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Customer Needs
Customers want to:• Be respected• Have your attention• Be recognized and appreciated• Feel understood• Resolve the problem
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Chat
How can you meet your customers’ needs?
Respect
Attention
Recognition
Understanding
Resolution
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Developing Staunch Advocates
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Developing Staunch Advocates
What is the most important criteria in the selection process?
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Developing Staunch Advocates
What must customer service providers learn to do?
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Developing Staunch Advocates
What should they be empowered to do?
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Dissatisfied Customers
Reflect: What do dissatisfied customers do?
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Dissatisfied Customers
They switch to your competitors!
Quietly and passively.
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Angry Customers
Reflection: What do angry customers do?
Hint: It’s active and loud.
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Angry Customers
Complainto you
Tellothers Seek revenge Switch to
competitors
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Best Opportunity?
Complainto you
Tellothers Seek revenge Switch to
competitors
© 2013 NetSpeed Learning Solutions. All rights reserved. 24
What Must Happen?
Complain
to you
Tellothers
Seek revenge
Switch to competit
ors
How can you turn those frustrated foes to staunch advocates?
© 2013 NetSpeed Learning Solutions. All rights reserved. 25
Five Strategies
1. Listen and empathize.2. Acknowledge the problem.3. Respond quickly.4. Fix it (solve it).5. Get back to them.
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Success Story
1. Listen and empathize.2. Acknowledge the problem.3. Respond quickly.4. Fix it (solve it).5. Get back to them.
© 2013 NetSpeed Learning Solutions. All rights reserved. 27
Developing Staunch Advocates
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Blazing Service
• A dynamic, interactive training program• Instructor-led instruction blended with
web-based reinforcement tools• Inspires the personal qualities and
practical skills that makeexceptional customer serviceproviders
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Blazing Service Program
• 6 two-hour classroom modules (face-to-face or virtual)
• Post-class reinforcement tools (online)• Combined with social media tools on
NetSpeed Fast Tracks™ (online)
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Delivery Options
• Certify your trainers to deliver the program• Bring in our certified trainers to deliver
workshops• Offer virtual or face-to-face workshops
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Online Reinforcement
Easy to use web-based tools:Blazing Service E-zine™ Blazing Service At Work™Blazing Coach™Blazing Service Administrator™Built-in Level II and Level III assessment toolsThird Party Evaluation
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Modules
• Blazing the Service Path• Thinking Like Your Customer• Winning Customer Hearts and
Minds• Solving Customer Problems• Handling the Heat• Fixing the Systems
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Blazing the Service Path
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To introduce you to Blazing Service.To help you identify and cultivate the
personal qualities and the practical elements that make a great Blazing Service provider.
© 2013 Clay & Associates Inc.
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Thinking Like Your Customer
To help you develop and maintain customer loyalty to your organization.
© 2013 Clay & Associates Inc.34
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Winning Customer Hearts and Minds
• To empathize with customers• To see their wants and needs
through their eyes
To develop your ability:
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Solving Customer Problems
To develop the skills to “own” customer problems and resolve customer issues.
36© 2013 Clay & Associates Inc.
© 2013 NetSpeed Learning Solutions. All rights reserved. 37
Handling the Heat
To help you defuse eruptions—angry customers—and transform the Smoldering Service Experience into the Blazing Service Experience.
37© 2013 Clay & Associates Inc.
© 2013 NetSpeed Learning Solutions. All rights reserved. 38
Fixing the Systems
To help you communicate concerns constructively and recommend system improvements effectively.
38© 2013 Clay & Associates Inc.
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NetSpeed Learning Center
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Electronic Magazine
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Blazing Service At Work™
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Blazing Service At Work™
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Blazing Coach™
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Blazing Coach™
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Personal Coach
46© 2013 NetSpeed Learning Solutions. All rights reserved.
Individual Impact
47© 2013 NetSpeed Learning Solutions. All rights reserved.
Manager’s Observations
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Actions
What is one action you intend to take as a result of this webinar?
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Complete the Survey
• Download previews of two Blazing Service modules
• Schedule a demonstration of the post-class tools
• Take advantage of the Year End discount: 15% off programs purchased by 12/15/2013*.
* Minimum purchase = $25,000 before discount.
© 2013 NetSpeed Learning Solutions. All rights reserved. 50
Walt Disney
Do what you do so well that they will want to see it again and bring their friends.
51
Thank You!