Post on 28-Dec-2015
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If Only Here is Edward Bear,
coming downstairs now, bump, bump, bump, on the back of his head, behind Christopher Robin. It is, as far as he knows, the only way of coming downstairs, but sometimes he feels that there is another way, if only he could stop bumping for a moment and think of it.
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WHAT IS THE YOUR COMPANIES DIFFERENCE Product Quality Reliability Speed Service
PEOPLE YOU!!!!!Training4Excellence copyright © 2007
Tests of service Keeping the promises
How ever many you make Documentation responses within 2 days Positive employee attitudes Pro active communication Being knowledgeable Swift reparation Front line ownership
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OVERVIEW The growing importance of customer care The cost of losing customers How to make your customer’s strategy useful to you How to make every customer contact a positive one How delivering service excellence delivers value into the
future
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More Information Internet Faster than ever Everything is on your desktop
More competition Customer has more choices Global village is here
Product similarities Technology similarities We need to differentiate ourselves as a supplier
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What can we do to keep customers How can we differentiate ourselves A company can only outperform its rivals if it can
establish a difference that it can preserve. Michael Porter
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Traditional customer service Meet expectations Be competent Do it fast
Exceptional customer service Exceed expectations Be strategic Do it now
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OVERVIEW Difficult Situations Assertiveness Techniques for building rapport Repairing Relationships Assessing the customers feeling at the end of it all
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YOUR MOST UNHAPPY CUSTOMERS ARE YOUR GREATEST SOURCE OF LEARNING?
Bill Gates
WHY IS THIS
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4 Stages of learning Unconscious Incompetence Conscious Incompetence Conscious Competence Unconscious Competence
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Communications Face to Face
55% Body language 38% Tone of voice 7% Words used
Telephone 82% Tone of voice 18% Words used
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Barriers to listening What are they?
What is active listening
How do we ensure we listen
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What customers expect? Speed Kept informed Fairness Friendliness and helpfulness Dealing with a named person
Research shows Once a customer has to contact you more than three times
to resolve a complaint 16% may still buy
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OVERVIEW Improving communications How to manage customer expectations Delivering bad news The value proposition and its impact on the team Developing internal customer service performance
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What are the essentials needed Strategy Empowerment Attitude Infrastructure Responsibility Accountability PEOPLE
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Value drivers
Operational excellence
Product leadership
Customer intimacy
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Value Driver Purchasing Focus Ideal Supplier
Operational excellence
Logistics, e-commerce, inventory
Excellent systems
Product leadership
Supplier partnerships, lead times
Leading R&D, innovative
Customer intimacy
Supplier relationships
Flexible, responsive, experts