From Frustrated Foes to Staunch Advocates

© 2013 NetSpeed Learning Solutions. All rights reserved. 1

From Frustrated Foesto Staunch Advocates

How to Make Your Customers Love You

October 22, 2013


Webinar Objectives

• Five techniques to build customer loyalty based on customer needs

• The four actions taken by angrycustomers and how to avoid them

• Why you must value and attend to yourangry, complaining customers

• How Blazing Service can help yourcustomer service teams transform foesto advocates


About Cynthia Clay

• 25+ years of experience• Co-author of Peer Power:

Transforming Workplace Relationships

• Created Blazing Service to develop the skills of customer service providers


Tweet

#customerservice


Opening Poll

What statement best describes customer service in your organization?


Who is This Man?


David Carroll

“It was reported that my videos impacted United Airlines stock price by 10% and in the eyes of some, the UA brand will be forever associated with those songs.”


Customer Loyalty

What are the chances that Carroll is still flying United Airlines?

0%18% of customers with resolved issues made repeat purchases ofthe same product.

Source: Retail Consumer Report (January 2011)

Source: Retail Consumer Report (June 2011)


Trader Joe’s


Chat

Why would a customer sing your company’s praises?


Customer Experience

In a 2012 report by Forrester Research:• Only 37% of brands received

Good or Excellent customer service index scores.

• 63% were rated OK, Poor, orVery Poor.


Chat: Customer Needs

What do customers want?


Customer Needs

Customers want to:• Be respected• Have your attention• Be recognized and appreciated• Feel understood• Resolve the problem


Chat

How can you meet your customers’ needs?

Respect

Attention

Recognition

Understanding

Resolution


Developing Staunch Advocates



What is the most important criteria in the selection process?



What must customer service providers learn to do?



What should they be empowered to do?


Dissatisfied Customers

Reflect: What do dissatisfied customers do?


Dissatisfied Customers

They switch to your competitors!

Quietly and passively.


Angry Customers

Reflection: What do angry customers do?

Hint: It’s active and loud.


Angry Customers

Complainto you

Tellothers Seek revenge Switch to

competitors


Best Opportunity?

Complainto you

Tellothers Seek revenge Switch to

competitors


What Must Happen?

Complain

to you

Tellothers

Seek revenge

Switch to competit

ors

How can you turn those frustrated foes to staunch advocates?


Five Strategies

1. Listen and empathize.2. Acknowledge the problem.3. Respond quickly.4. Fix it (solve it).5. Get back to them.


Success Story

1. Listen and empathize.2. Acknowledge the problem.3. Respond quickly.4. Fix it (solve it).5. Get back to them.




Blazing Service

• A dynamic, interactive training program• Instructor-led instruction blended with

web-based reinforcement tools• Inspires the personal qualities and

practical skills that makeexceptional customer serviceproviders


Blazing Service Program

• 6 two-hour classroom modules (face-to-face or virtual)

• Post-class reinforcement tools (online)• Combined with social media tools on

NetSpeed Fast Tracks™ (online)


Delivery Options

• Certify your trainers to deliver the program• Bring in our certified trainers to deliver

workshops• Offer virtual or face-to-face workshops


Online Reinforcement

Easy to use web-based tools:Blazing Service E-zine™ Blazing Service At Work™Blazing Coach™Blazing Service Administrator™Built-in Level II and Level III assessment toolsThird Party Evaluation


Modules

• Blazing the Service Path• Thinking Like Your Customer• Winning Customer Hearts and

Minds• Solving Customer Problems• Handling the Heat• Fixing the Systems


Blazing the Service Path

33

To introduce you to Blazing Service.To help you identify and cultivate the

personal qualities and the practical elements that make a great Blazing Service provider.

© 2013 Clay & Associates Inc.


Thinking Like Your Customer

To help you develop and maintain customer loyalty to your organization.

© 2013 Clay & Associates Inc.34


Winning Customer Hearts and Minds

• To empathize with customers• To see their wants and needs

through their eyes

To develop your ability:

35


Solving Customer Problems

To develop the skills to “own” customer problems and resolve customer issues.

36© 2013 Clay & Associates Inc.


Handling the Heat

To help you defuse eruptions—angry customers—and transform the Smoldering Service Experience into the Blazing Service Experience.



Fixing the Systems

To help you communicate concerns constructively and recommend system improvements effectively.



NetSpeed Learning Center


Electronic Magazine


Blazing Service At Work™


Blazing Service At Work™


Blazing Coach™


Blazing Coach™


Personal Coach

46© 2013 NetSpeed Learning Solutions. All rights reserved.

Individual Impact

47© 2013 NetSpeed Learning Solutions. All rights reserved.

Manager’s Observations


Actions

What is one action you intend to take as a result of this webinar?


Complete the Survey

• Download previews of two Blazing Service modules

• Schedule a demonstration of the post-class tools

• Take advantage of the Year End discount: 15% off programs purchased by 12/15/2013*.

* Minimum purchase = $25,000 before discount.


Walt Disney

Do what you do so well that they will want to see it again and bring their friends.

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Thank You!

Business

From Frustrated Foes to Staunch Advocates