Customer service attitude course
- 1. The Making of $-! " !%()&$% "%#’ #201-,(/ %(/3*’( &-/+0)-. Zulkifli Mohd 14th May 2009 1
- 2. Let’s Discuss 2
- 3. What’s your role? Your role – Why’d care? Who are customers? How to keep ‘em! How to lose ‘em! Loyalty Facts What Does A Customer Want? How to be No. 1? 3
- 4. Who Are You? Your Roles? 4
- 5. Who are You?: Your Roles 1. Why are you in this job? 2. What do you hope to get in this job? 5
- 6. Your Real Role… 6
- 7. Make Customer Feel Good!!! 7
- 8. Deliver Great Customer Experience 8
- 10. Who are Customers? The Customer is the business’s biggest asset The Customer pays our salaries The Customer will go where s/he receives the best attention You must be your customer’s best choice ! Not dependent on us - we on him! Not an interruption to our work - the reason for it! Not an outsider to the business - part of it! We’re not doing him a favour by serving him - he’s doing us a favour by giving us his business 10
- 11. Your Customer 1. One thing that you like about serving your customer 2. Share your best moments with the customer 11
- 12. How to Lose Them? SURE-FIRED WAYS TO DRIVE ‘EM AWAY — Ensure long waits — Give ‘em the "run-around" — Answer with, "That's not my job", "I just do what they tell me", "We can't do that", and "our policy… " — Bad-mouth your program, the organization or the competition — Demonstrate your lack of product or service knowledge — Be an "uncaring" customer service person — Fail to follow-up — Use the voice tone that says you don’t care — Confuse ‘em with inconsistent body language 12
- 13. How to Keep Them? Being The Best -- Everyday! HIGHLY EFFECTIVE CUSTOMER SERVICE PEOPLE: — Exceed customer expectations — Find out how customers want to be treated — Know the customer's needs are a priority — Listen effectively to ensure they understand the customer — Don’t take complaints personally — Look and act like a professional — Keep learning — Keep teaching — Smile genuinely — Respect the customer 13
- 14. Loyalty Facts Employees’ attitudes make a difference to brand loyalty 68% 41% 70% of customers LEAVE of customers of of customers brand because of poor customers are perception is employee attitude LOYAL because of determined by a good employee experiences with Source: Parkington and Buxton, attitude PEOPLE Study of the US Banking Sector, Journal of Applied Psychology Source: MCA Brand Ambassador Source: Ken Irons, Market Leader Benchmark 14
- 15. Facts about Dissatisfied Customers • The average company loses approximately 20% of its customers each year. - U.S Bureau of Consumer Affairs • It costs five times more money to attract new customers than to keep existing customers satisfied. – General Motors Study • Even if you achieve 95% customer satisfaction, you still have 50 customers out of every 1,000 walk away dissatisfied. - Unknown • For every 1 dissatisfied customer who complains, there are 26 others who say nothing. Of those 26, 24 will not come back. – U.S Bureau of Consumer Affairs 15
- 16. Facts about Dissatisfied Customers • Average business doesn’t hear from 96% of unhappy customers. • For every 1 complaint received, there are 24 people with unvoiced problems, 6 of which are serious. • > 90% who are dissatisfied with the service they receive will not buy again or come back. 16
- 17. Facts about Our Customers Did You Know? Happy customers who have their problems resolved will tell 4-6 people about their positive experience. A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem. It costs five to six times as much to get a new (first time) customer as it does to keep a current one. 17
- 18. How Does A Customer Wants? 18
- 19. MOT: Moment of Truth Each customer contact is called a moment of truth. Every moment of truth is an opportunity to make either a favourable or unfavourable impression on your customer – satisfy or dissatisfy your customer Convey the correct message at each transaction 19
- 20. What Does the Customer Want? Moments of Magic Moments of Misery ? ? 20
- 21. What Does the Customer Want? The Customer want to be made feel special 21
- 22. How Do I Make the Customers feel Special? 22
- 23. Great Customer Experience Clip 1 Shep Hyken Great Customer Experience Clip 2 Scott McKain Great Customer Experience Clip 3 Patricia Fripp 23
- 24. Our ATTITUDE Towards the Customer
- 25. Loyalty Facts Employees’ attitudes make a difference to brand loyalty 68% 41% 70% of customers LEAVE of customers of of customers brand because of poor customers are perception is employee attitude LOYAL because of determined by a good employee experiences with Source: Parkington and Buxton, attitude PEOPLE Study of the US Banking Sector, Journal of Applied Psychology Source: MCA Brand Ambassador Source: Ken Irons, Market Leader Benchmark 25
- 26. Contrasting Views Are You Delivering a Superior Experience? 80% “YES” Are You Receiving a Superior Experience? 8% “YES” Company Customer Perspective Perspective Source: Bain & Company 26
- 27. GOLDEN RULES Ask not what the customer will do for you! Assume not what the customer expects from you! Find out the customer’s expectation and meet it. 27
- 28. Strategy to Success: DELIVER VALUE! Don’t just repair products — solve problems 28
- 30. Why Attitude is So Important? Let each letter of the alphabetic has a value equals to it sequence of the alphabetical order: A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 S K I L L S 19 11 9 12 12 19 = K N O W L E D G E 11 14 15 23 12 5 4 7 5 = H A R D W O R K 8 1 18 4 23 15 18 11 = A T T I T U D E 1 20 20 9 20 21 4 5 = 30
- 31. Why Attitude is So Important? Let each letter of the alphabetic has a value equals to it sequence of the alphabetical order: A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 S K I L L S 19 11 9 12 12 19 = 82 K N O W L E D G E 11 14 15 23 12 5 4 7 5 = 96 H A R D W O R K 8 1 18 4 23 15 18 11 = 98 A T T I T U D E 1 20 20 9 20 21 4 5 = 100 31
- 32. Great Customer Experience Make Customer Feels Good No. 1 Service Team
- 33. How Do We Make Our Service Team No.1 ??? 33