Serve Your Customer Presentation Slides
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Transcript of Serve Your Customer Presentation Slides
SERVE YOUR CUSTOMER DRIVE YOUR PROFIT!
Coach, Speaker, Business Development Expert!
Meridith Elliott Powellwww.meridithnow.com
Serve Your Customer Drive Your Profit!
www.meridithnow.com
Define customer service in this economy
Discover the revenue power
Get the whole team engaged
Customer service competitive advantage
Online customer service reputation
Serve Your Customer Drive Your Profit!
Define customer service
Discover revenue power
Competitive advantage
you
CreateExperience
DefinesReputation
Loyalty
DeterminesCompetitorAdvantage
DrivesRevenue
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Serve Your Customer Drive Your Profit!
Three Keys To Customer Service:Examine your touch pointsEngage your teamEnhance customer relationships
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Serve Your Customer Drive Your Profit!
Examine Your Touch points1. Brainstorm (pre, present, post)2. Create standards3. Quality, effectiveness, efficiency4. Touch points connect?5. Enhance touch points6. Ask customers – survey/ideas
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Serve Your Customer Drive Your Profit!
Group Break:Determine touch pointsChoose 22 ways to enhance
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Serve Your Customer Drive Your Profit!
Engage your teamWhy?Everyone’s jobImplementation is ownershipTrust -“positive experience consistently
delivered”Treat your team like a customer
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Serve Your Customer Drive Your Profit!
Steps:• Share the why• Define Roles• Define USP/value• Build community• Ask and listen• Accountability• Celebrate/rewards
Engage Your Team
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Serve Your Customer Drive Your Profit!
Group Break – Big Picture!Does customer service matter?
Why specifically?
How will customer service impact our overall business?
What type of benefits will the customer receive if we improve?
If there benefit to you if we improve?
So – then how would we define customer service?
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Serve Your Customer Drive Your Profit!
Listen and Enhance Customer Relationships
• Shift paradigm sales to service• Proactively contact customers• Ask great questions• Listen• Solve the right problems• Create opportunities
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Serve Your Customer Drive Your Profit!
Group Exercise Loyalty Ladder
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Inventory productsName 10 best
clientsList 1 product
enhanceDefine whySet the service call
Advocate
Client
Customer
Prospect
Suspect
Serve Your Customer Drive Your Profit!
3 Keys to your service strategy:• Examine your touch points• Engage your team• Enhance customer relationships
www.meridithnow.com
Serve Your Customer Drive Your Profit!
If you do not take care of your customers, if you do not help them see opportunity, your competitor will!
Meridith Elliott Powell
Coach, Speaker, Business Development Expert
www.meridithnow.com