Creating a Customer Service Experience That Will Sell...Your State Association Presents Creating a...

Your State Association Presents

Creating a Customer

Service Experience That

Will Sell

Program Materials

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Wednesday, October 5, 2016 Presenter: Janice Branch

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Creating a Customer Service Experience That Will Sell

INTERACTION TRAINING

WWW.INTERACTION-TRAINING.COM

Janice Branch, CBTPJanice Branch has been a senior training consultant for InterAction Training for over twenty years . She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Janice uses her talents in motivating professionals to challenge themselves to reach their goals. Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and leadership, Janice is the “go-to” person every organization wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Janice is certified by the University of Houston in Leadership and Management. She also obtained certifications from Achieve Global, Development Dimensions, Inc. and is a Certified Bank Training Professional.

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Making the Most of This

�Listen for what You need

�Discuss the program with others

�Commit to using one, two or three ideas


Objectives

�Look at what the customer wants

�Provide ideas and suggestions for how to create a WOW service experience

�How to engage employees


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From the Customer’s Point of View


Danger Lurks


THE DANGEROF SUCCESS

IS COMPLACENCY

IT COMES IN 2 FORMS

ARROGANCE AND

INFLEXIBILITY

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Building Customer TrustGETTING IT RIGHT!



SinceritySinceritySinceritySincerity

ReliabilityReliabilityReliabilityReliability

Commitment

Integrity

Competence

Consistency

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Sincerity

Reliability

Commitment

Integrity

Competence

Consistency

Doing the right thing.

Even when no one is watching.-C.S.Lewis


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How Would You Score?5 4 3 2 1

Integrity

Sincerity

Reliability

Commitment

Consistency

Competence


Building Customer Trust

�Product Knowledge

◦ You must be the expert!

�Genuine interest in the customer

◦ Do you care? Do they know you care?

�Curiosity

◦ How do you find out the things you don’t know?


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�Build an individual relationship plan, then manage the business

�Provide information on how you can help the customer

�Provide solutions in the decision-making process to make the sale

�Make recommendations, but do not require business



What is your customer looking for?

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Your customer is looking for:

◦Competence

◦Integrity

◦Needs-oriented approach

◦Your time


Building Value


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You can create, but the customer assigns the VALUE

Building Value

Price is always a problem

when there is no perceived value


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� Benefits

� Advantages

� $99 a year

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Building Value

Manage your customer,

NOT your products.


Building Value

�Your customer isn’t interested in what you do.

�They are interested in what you can do for them!


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Creating an ExperienceINGREDIENTS FOR A WOW


Creating an ExperienceWhat is a WOW experience for you?


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Creating an Experience

What creates a WOW experience for you?

�Authentic

�Exceeds Expectations

�Personal Emotional Connections



Ingredients for a WOW

�Superior Service

�Customer Trust

�Attentiveness


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Ingredients for a WOW

�Resourcefulness

�Courtesy

�Pro-active

�Extra mile



2015 Customer Service Hall of Fame…


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2015 Customer Service Hall of Fame

10. Apple

9. Hewlett-Packard

8. Sony

7. UPS

6. Trader Joe’s

5. American Express

4. Chick-fil-A

3. Marriott International

2. Hilton Worldwide

1. Drumroll, please…


The #1 2015 Customer Service Hall of Fame Winner is….


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2015 Customer Service Hall of SHAME

10. Citigroup

9. Wells Fargo

8. AT&T

7. AOL

6. Time Warner Cable

5. DirecTV

4. Dish Network

3. Sprint

2. Comcast

1. Bank of America



Why does the financial industry rank so low?

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Why does the Financial Industry Rank so low?

�No longer community focused

�Financial crisis

�Increased regulation

�Weak training

�Coaching is absent


Defining an ExperienceTHE EXPERIENCE ECONOMY


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Defining an ExperienceTaking Your Car for Servicing…

TRADITIONAL

•Phone call – downer

•Wait, wait, wait

•Low trust

•Low confidence

EXCEPTIONAL

•Caller ID

•Make an appointment

•Offer loaner, if needed

•Trust the warranty and the service team

•Confidence in the make and the dealer


Customer Walks into the Branch

�What happens upon entry?

�How does that compare to what the customer wants?


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The Experience is Changing

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Customer Drives Up

�What happens?



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Customer Calls

�How is the call answered?

�How is the caller treated?



Customer Goes Online

�How is the online experience?

�How does this compare to what the customer wants?


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Defining an Experience



When was the Last Time you Were the Customer?

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Goods are tangible,

services are intangible,

but experiences are memorable,

And…

Customers share the memorable experiences.


THE GOOD, THE BAD, AND THE UGLY

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How do you get your customer to brag about you

and refer business to you?

Benchmarking Your Customer Service


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The Only Service Benchmark That Matters

What is the reasonable expectation

of the customer?


Success in the Customer’s Eyes

•Repeat Business

•Personal Recommendations


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Become Brilliant at Measuring Up


Create an Experience That Will Sell

�Design the experience

�Deliver value

�Do it again

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Customer Connections


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Engaging Your Employees

What is an Engaged Employee?

•Doesn’t equal employee happiness.

•Doesn’t equal employee satisfaction


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Employee engagement is the emotional commitment

the employee has to the organization and its goals.



•Shareholders

•Staff


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What would your janitor say about the

goals of your organization?

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Employee Engagement


Engaging Your Employees Leads to:

•Better experiences

•Higher service quality

•Higher returns


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To be a leader in your market, you must first be a leader in

your workforce.


A New Type of Teamwork

How do you generate engagement?

◦ Perceptions of job importance

◦ Clarity of job expectations

◦ Clear career path

◦ Regular communication with supervisors

◦ Quality of workplace relationships


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A New Type of Teamwork

The best time to generate engagement is during onboarding.



How does the frontline impact the relationships you develop?


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Employee engagement will dramatically increase customer

satisfaction!


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•What does customer satisfaction look like?

•What are some ideas for driving service quality?

•How do you build customer trust?


Vision and Culture


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Vision and Culture

�Teach team has a personality

�Tone is set by the leader


Vision and Culture

�Do they know where you are going?

�Do they know how far you’ve come?


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Vision and Culture

�Protect the team

�Have some fun



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10 Tips to Boost Your Willpower & Motivation

Questions????


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Stay in Touch!


BLOG

www.interaction-training.com

[email protected]

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