How to MakeA Big Difference

in Customer Service

June Van KlaverenCompelling Communications, Inc.

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Importance of Customer

Service

A delighted customer is ___

times more likely to

repurchase your service

than a satisfied customer.

6Importance of Customer Service

Importance of Customer Service

The technician was so helpful!

Importance of Customer Service

I’ll never call that company again!!

Importance of Customer

Service

For every complaint

you receive, there are __ others you never hear about, 6 of which are serious.

26

____% of complaining customers

will do future business with

you if you resolve their complaint.

54-70

Importance of Customer

Service

One little thing you need from your customers

• Information• --Open, clear, honest

communication about expectations• --Evaluation of service

1

How to get it!• Ask for it• --Face-to-face conversation• --Phone call• --Follow-up survey

1

Survey Tips• Customer surveys• Postcard surveys (postage paid)• Yes/no check boxes• Room for comments• No more than 5 questions• Send gift to those who respond

1

Get a copy of this survey form at: www.compelcom.com/NPMA.htm

BONUS idea• Conduct a “focus group”

event• Invite top ten customers• Ask open-ended

questions• Satisfaction with service• Service wish list• Suggestions for

improvement• Provide incentives for

participation

1

What to do with the info you get

• Act immediately!• Follow up• Use positive information as basis

for rewarding employee• Use negative information as basis

for reprimand or correction• Document complaints &

resolutions1

Three Ways to Handle the Impossible customer

1. Listen, listen, listen

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Three Ways to Handle the Impossible customer

2. Respond immediately and personally

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Three Ways to Handle the Impossible customer

3. Be fired up about your service

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Three ways to keep technicians happy

1. Create an atmosphere of mutual respect

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Three ways to keep technicians happy

2. Recognize great performance

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Three ways to keep technicians happy

3. Praise genuinely

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Three best kept customer service secrets

1. Build Relationships

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• Communicate authentically• Tell the truth• Trust• Respect• Appreciation• Communication• Caring• Kindness

Best kept customer service secrets

2. Have fun in the workplace

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Best kept customer service secrets

3. You make the rules

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Final Thoughts

• Over half of consumers (53%) say automated phone systems are the most frustrating aspect of customer service!

• Another study says 94% reported it is “very frustrating” to be greeted by a recording

Thank you!June Van KlaverenCompelling Communications800-779-0067www.compelcom.comJune@compelcom.com

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