The power series customer service creating Raving Fans
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This document discusses the importance of creating "raving fans" out of customers rather than just satisfied customers. It emphasizes listening to customers, developing a customer service vision, focusing on products, service, and employees. Complaints should be seen as opportunities and handled respectfully. The goal is to transform customers into advocates who will return and recommend the business to others.
The power series customer service creating Raving Fans
- 1. Power Series Creating Raving Fans by Richard Mulvey
- 2. What are we going to discuss today? Why “Satisfied Customers” is not enough Creating a Customer Service Vision Listen to your customers - Stop Listening Your Products Your Service Your People Handing Complaints
- 3. The Business of Business The Business of Business is to Satisfy Customers
- 4. What do we do all day? Reports to write Meetings to attend E-mails to answer Proposals to write Strategies to develop Staff to supervise Deliveries to organise More meetings Secretary’s lunch Pacify the Boss Input/check Data Read the Junk Mail Yet more meetings Talk to a customer
- 5. What do sales people do? Make sure the Customers Return
- 6. Why do Customers Return? Friendly Service Quality Product Best Price 19% Customers Care about Customer Care! 36% 45%
- 7. The Bad News Having satisfied customers is not enough. We need to develop Raving Fans!
- 8. Raving Fans! Create a Vision Find out what your Customers want Deliver - one step at a time
- 9. How to create a vision Get together in departmental groups Be the customer Make notes on what you see
- 10. Find out what the customer wants Ask and Listen Discard things you don’t want Think beyond the “Faster Horse”
- 11. Listen - Stop Listening 1997 - Movie rental 2000 - Movies sent in the post for a monthly rental 2001 - Customer survey - Greater Selection of movies - Delivered by Fedex rather than post - Lower fees 2007 - Streaming 2013 - Create their own content
- 12. Online reviews and Social Media Twitter #QantasLuxury Hello Peter You Tube
- 13. Online reviews and Social Media
- 14. Three Areas of Customer Service Your Product / Service Your People Your Systems
- 15. Your Product / Service Does it work? Is it designed with the customer in mind?
- 16. Plastic bubble packaging Your Product / Service
- 17. Your Product / Service
- 18. Your Product / Service
- 19. Your Product / Service wrap rage.
- 20. Your Product / Service
- 21. Your Product / Service
- 22. Your Product / Service
- 23. Your Product / Service
- 24. Your Product / Service
- 25. Your Product / Service
- 26. Your Systems Are your systems customer friendly? Do you have systems for every customer interaction?
- 27. Your People Do you care about them? Do they care about the customers? Do they have the skills?
- 28. Make them feel welcome What is the sweetest sound in the world? Flatter them Make them feel like a close friend coming into your home
- 29. What is the best thing the customer can do for you?
- 30. Complain! 96% of dissatisfied customers never complain. 90% of customers who are unhappy with the service never return. If you fix the problem, 50% - 74% will return. If you fix it straight away...... 96% will stay Forever!
- 31. Listen! Remain calm and objective Don't Argue / Don't interrupt Empathize Tell the customer what you will do Then do it! Complaints
- 32. What are the three most important things we have learnt today?
- 34. Summary Why Satisfied Customers is not enough Creating a customer Service Vision Listen to your customers - Stop Listening Your Products Your Service Your People Handing Complaints
- 35. Any Questions
- 36. Power Series Creating Raving Fans by Richard Mulvey
- 37. The Next Generation Silent Generation (1925 and 1946) 75+ Baby Boomers (1946 and 1964) 57+ Generation X (1965 and 1980) 41+ Generation Y or Millennials (1981 - 1994) 27+ Generation Z (1995 - 2015) 5+