© 2013 LaBelle Training, LLC
ConneCTing wiTh CusTomers
Creating Positively Memorable Experiences for Your Customers
TaBLe of ConTenTs
Customer Loyalty – Far More than Customer Satisfaction 2
Customer Loyalty – Building Connections
Connecting Practice # 1 – Competency
Connecting Practice # 2 – Consistency
Connection Practice # 3 – Concern
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Demonstrate concern with the right words
Demonstrate concern with the right attitude
Demonstrate concern with the right actions
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Personal Action Plan 9
Appendix – Helpful Customer Service Phrases 10
ConneCting with Customers
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Range of Customer Experiences
Unsatisfied Satisfied LoyalExpectations Not Met Met Exceeded
Emotions Angry – Disappointed Indifferent - Content Happy - Ecstatic
Relationship Detractor Consumer Promoter
Likely to Defect Certain Probable Improbable
Tell Others Will Might Will
Impact on Business Negative Negative - Positive Positive
Why do your long-term customers keep doing business with you?
What might cause them to defect to a competitor?
What are practices that you could start (or strengthen) to ensure customer loyalty?
86% - The number of U.S. adults who will pay more for a better customer service experience.
RightNow Technologies Report
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ConneCTion PraCTiCe # 3 – ConCern
Demonstrate genuine concern with the right words
Replace each of these statements with a response that:
1) Identifies with the customer’s emotions
2) Assures the customer you will solve their problem
Unfortunately our policy is…
I’m sorry that happened…
There’s really nothing I can do…
That’s not my department…
We’re short staffed…
Benchmarking Responses
Consider creating a uniform and superior response to the most common customer requests, questions and complaints. When benchmarking, consider the following questions:
1) Does the response delight the customer?
If that’s not possible,
2) Does the response help the customer?
If that’s not possible,
3) Does the response respect the customer?
Move toward YES and away from no.
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