Www.training4excellence.co.uk Training4Excellence copyright © 2007.

www.training4excellence.co.uk

Training4Excellence copyright © 2007

http://www.training4excellence.co.uk/

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.


WHAT IS THE YOUR COMPANIES DIFFERENCE Product Quality Reliability Speed Service

PEOPLE YOU!!!!!Training4Excellence copyright © 2007

Doing things right

DOING THE RIGHT THINGS


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


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


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


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


Traditional customer service Meet expectations Be competent Do it fast

Exceptional customer service Exceed expectations Be strategic Do it now


OVERVIEW Difficult Situations Assertiveness Techniques for building rapport Repairing Relationships Assessing the customers feeling at the end of it all


YOUR MOST UNHAPPY CUSTOMERS ARE YOUR GREATEST SOURCE OF LEARNING?

Bill Gates

WHY IS THIS


4 Stages of learning Unconscious Incompetence Conscious Incompetence Conscious Competence Unconscious Competence


Communications Face to Face

55% Body language 38% Tone of voice 7% Words used

Telephone 82% Tone of voice 18% Words used


Barriers to listening What are they?

What is active listening

How do we ensure we listen


Verbal and Non Verbal communication

Verbal

Language

Tone

Pitch


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


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


What are the essentials needed Strategy Empowerment Attitude Infrastructure Responsibility Accountability PEOPLE



Value drivers

Operational excellence

Product leadership

Customer intimacy


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

What is Value a Proposition? A value proposition articulates the

essential benefits and experiences the customer can expect to get from you and how that combination is superior to other choices.


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