improving customer service in your business
TRANSCRIPT
Russell Cummings
March 2014
IMPROVING CUSTOMER
SERVICE IN YOUR BUSINESS
WHY CUSTOMER SERVICE?
Many businesses do not have a
discernible competitive
advantage over their
competitors in terms of their
products (or services)
Many Customers evaluate the
“quality” of your business based
on the level of service they
receive
It is often the small things that
wil l make the difference
WHO ARE YOUR CUSTOMERS?
Internal & External
Primary & Secondary
WHAT DO THEY DEMAND FROM YOU?
RATER Dimensions
Reliability
Assurance
Tangibles
Empathy
Responsiveness
Source: ‘Practical Handbook of Customer Serv ice Operations” - Warren Blanding
HOW DO YOU MEASURE SUCCESS?
What wil l you measure in each RATER dimension?
DEVELOPING THE PLAN
RATER Primary Customers Secondary Customers
Dimension Operations Finance Suppliers Leadership Team Board
Reliability
Assurance
Tangibles
Empathy
Responsiveness
Enter Actions in the matrix to
improve your Service for each
Customer Group
Survey and ask one question:
“How likely is it that you would recommend <your business> to a friend or colleague?” Score 1 to 10.
NPS = % Promoters (9’s and 10’s) less % Detractors (o to 6)
>50% is excellent
NET PROMOTER SCORE
SUMMARY
1. Define your Customers
2. Clarify their Service Needs
3. Determine how you wil l measure success
4. Develop a Plan to improve service
Russell Cummings Business Consultant
M: +61 414 929 585
W: www.sbdbusiness.com.au
Thank You
NEXT WEBINAR
Our next webinar is at 5:00pm (Sydney/Melbourne)
on Tuesday, July 8th and will cover “Finding Value in Your Value Proposition”