Session 5

Attendance Discuss Chapters 6 & 7 One Minute Paper #5 Assignment #5 Presentation Outlines are due on

Wednesday. Go to room 114 for the Midterm

Recognize and Deal withCustomer Turnoffs

Session 5: Ch 6

People remember about a 1/3 of what they read, 1/2 of what people tell you,

but 100% of what they feel. The question is: How do they feel about

doing business with you?

Session 5: Ch 6

What turns you off as a customer?

Session 5: Ch 6Pet Peeves/Turnoffs

Being ignored or receiving rude or indifferent service

Waiting too long Poor quality work Sale items not in stock Prices not marked Dirty restaurants or restrooms High pressure sales tactics Inflexibility when you make a request and more

Session 5: Ch 6Pet Peeves/Turnoffs

Session 5: Ch 6 What is Value?

Quality relative to price paid

Example:

79¢ pen vs.

$79 fountain pen

Session 5: Ch 6 3 Categories of Customer Turnoffs

1. Value Turnoffs

2. Systems Turnoffs

3. People Turnoffs

Session 5: Ch 6 Value Turnoffs

Customers feeling that they received poor value from a product or service.– “I didn’t get my money’s worth.”

The major responsibility for providing customers with appropriate value lies with the top leadership of the organization.

Session 5: Ch 6 Systems Turnoffs

What are systems?– Process, procedure or policy used to “deliver” the product

or service to the customer– The elimination of customer turnoffs is primarily the

responsibility of managers

Systems include:– Company location, layout, parking facilities– Employee training and staffing– Policies regarding guarantees and product returns– Customer follow-up procedures

Session 5: Ch 6 People Turnoffs

Usually are communication problems– Employees who fail to greet or even smile– People who give inaccurate information – Employees chatting among themselves– High pressure sales tactics– What are some others?

Session 5: Ch 6 Activity

Session 5: Ch 6 Zone of Indifference

Dissatisfied---------Satisfied-----------MotivatedDissatisfied---------Satisfied-----------Motivated

Zone ofZone of

IndifferenceIndifference

The challenge is to get customers beyond satisfaction (absence of dissatisfaction) to

motivation.

Session 5: Ch 6 Value Service Recovery

You need to remember the payoff for recovering potentially lost customers is the increased likelihood they will become loyal customers.

They will be motivated by the model.

Session 5: Ch 6 Maximize Connectivity

Create a climate of warmth before the customer approaches you

Send out warm and positive signals to each customer

Be sensitive to the customer’s emotional state

Listen Find something you like in each customer

Session 5: Ch 6 Loyalty Comes From Customers’ Awareness

That Service Is Your Business

Earn your customer’s loyalty 1. Reduce or eliminate value, systems and people

turnoffs

2. Exceed customer expectations to create a positive awareness

Recognize and Eliminate Customer Turnoffs– 1st step in reducing turnoffs is to recognize they exist

Session 5: Ch 6 A Final Thought

Repositioning customers from that reasonably satisfied zone of indifference into the category of motivated, loyal fans requires close analysis of what may be turning them off. This should be an ongoing process.

Session 5: Ch 7

Insight to Emerging Trends in Customer Service: A Peek into the Future

Session 5: Ch 73 Areas of Change

1. Personalization

2. Technology

3. Globalization

Session 5: Ch 7Personalization

Customers don’t want a “one-size-fits-all” mentality

Customized messages Employers can offer cafeteria-style benefits

that employees can choose from based on personal needs or desires.

Session 5: Ch 7Technology

Technology has changed the way organizations do business

Technology allows for much customization– Amazon remembers billing and shipping information– Suggests other products customers may like based on

past purchases – back to personalization– Coupons or discounts based on past purchases

Internet shopping Virtual reality shopping (VRS) Interactive TV

Session 5: Ch 7Globalization

The global economy will require many business to be more aware of a broad range of cultures

People are more mobile Be aware of changing customer

demographics– ↑ single parent families– ↑ two-income families– ↑ educated workforce

Session 5

Read Chapters 8 & 9 Assignment #5 Presentation Outlines are due on Wednesday. One Minute Paper #5 Go to room 114 for the Midterm Put your belongings along the perimeter of the room Nothing at your workspace! Electronic devices off

Good luck on your

midterm!