Standing Out From The Crowd By Wearecloudberry Com
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STAND OUT FROM THE CROWD EXCELLING IN CUSTOMER SERVICE more available at wearecloudberry.com
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Transcript of Standing Out From The Crowd By Wearecloudberry Com
STAND OUT FROM THE CROWD
EXCELLING IN CUSTOMER SERVICE
more available at wearecloudberry.com
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
This presentation forms part of a 3 hour work shop on that rarely mastered skill – great customer service.
It’s delivered to the whole team and every aspects relates back to the individual business and its environment.
It’s because we have delivered this so many times that we are very firm advocates for service design
andy collyer – wearecloudberry.com
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Introduction
Why me?
taskstasks
achievements
11
2
3
4
WHAT?
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
WHY?
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Excel in service standard
Smile!
Listen!
Fulfill!
Follow up!
10% more per product
Repeat salesGreat word of mouth
Advocates
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
BREAKING NEWS
Newsflash
Staff Members are Customers shocker
New research has just identified a stunning new fact that has been missed entirely by most
Business owners – staff members are internal customers!
How so? Well, researchers have discovered that employees who are looked after, nurtured, trained, rewarded, acknowledged and well managed will reflect all of these attributes
when they are relating to customers.
Yes, a company that doesn’t look after its team is not very likely to set new standards of customer service.
Hey, guess what, this is a training session aimed at improving our service and you come first.
Are we going to stand out from the crowd? You bet!
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Step 1
• Smile• Acknowledge • Eye contact
Step 2
• Hi…• How are you
today• How can I HELP?
Step 3
• Hear well• Open questions
• Repeat back
Step 4
• Present• Confirm• Deliver
Smile Greet Listen Solve
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Six Basic Needs
We all need this
It’s not hardAll good!
All free!
Friendliness Fairness
Information
Understanding & Empathy
ControlOptions &
Alternatives
+ You!
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
You
YUM
4 easy steps
MY BUSINESS
Me I do I need
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Too busy, cheap product
IVR, bill wrong
Slow service, cold coffeeCafe
Store
Phone
We can all think of
one
RememberUse
ImproveApply
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Add text title
Ho
w d
id I sco
re
10%
20%
35%
90%
Oh dear..
Bronze
Silver
Gold
How good am I?
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Effective Listening
Want Desire
Need Must have
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Product BProduct B
Product D
Product A
Product CProduct C
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Number 4
Number 3
Number 2
Number 1
Key Products
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Coffee Food Cold drink meet read work
Client 1
Client 2
Client 3
Client 4
Client 5
YOU MEAN OUR CUSTOMERS ARE DIFFERENT!
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
55%
70%70%
45%
Having Service Standards
Great Service
• Spend more
• More often• Refer more
Poor Service
• Don’t spend
• Stay away• Bad WOM
Great Service
Poor Service
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
Don’t beCurtNegativeWon’t
Don’t sayCan’tYou’re wrongWe never
Saying No
Eye contactUh-uh, uh-uhNod your head
Hard No
Easy Way
Hard No
© 2010 wearecloudberry.com. All rights reserved. This material may not be reproduced without the authors permission
WASH UP
• We’ll only get better• We will grow our
business• Our customers will rave
about us• We will have more fun!
You can view more of our presentations online by visiting our pages on slideshare.net or by checking
in at wearecloudberry.com
