When Customers Engage..Is Your Team Ready

IMPROVED PERFORMANCE SOLUTIONS

Copyright 2010 Improved Performance Solutions

When Your Customers Engage

Is Your Team Ready?

Goals for Session


Understand the things that affect customer retention

How to assess areas that need changeWhat to DO to improve customer retentionHow to implement changeHow do we get change to stick

What Business are You in?


What Business are You in?


The Customer Business

Glenn’s Rule #1


Excellent Customer Service is the Same in Every

Industry

What is Excellent Customer Service?


Excellent Customer Service


Excellent customer service is the ability of your organization to consistently exceed customer expectations.

Excellent customer service needs to be the philosophy of the whole company.

After having a poor customer experience *….


86% of people told family, friends and co-workers

20% posted negative comments online15% of people stopped doing business with

the company64% of people switched to competitors

How do you impact these numbers?

*2009 Accenture Customer Service Report

How to Begin?


What is the level of customer service that you want to deliver?

Where does it need to be executed?How should it be executed?How do you make sure you are doing it

consistently?

Where to look?


EVERYWHERE YOUR BUSINESS INTERACTS

WITH YOUR CUSTOMERS!

Service

BDC/Internet

F & I

OperationsManagement

Reception

Sales

Dealership


Dealership

Email

Face to Face

Phone

Advertising&

Web

Product

Customer


Assess what is currently happening


Stop for 30 seconds and look around to see what the customer sees. Are you happy?

The 5 Why’s or What’sBe honest with yourself

What to implement


Take on one area at a timeAnalyze what is currently

happeningKeep what’s working

Glenn’s Rule #2


If it bothers you…Don’t Do It

How to create change


Focus on actionsDefine what you have to DO to changeStandardize as much as possible

How to Train your staff


Person training is a good teacher

All training is documentedConsistent schedule for

training

5 Step Coaching Process


Open the DoorExplore what they knowAgreementDemonstrate / Role-playFinal review

Tips for Effective Coaching


Make sure you are setting the right example yourself. Your team will take their cues from you.

Effective Communication: Specific/Do-ableConsistencyAccountabilityCatch them doing it right!

Steps for Excellent Customer Service


Listen to your customers to understand their needs


Nothing frustrates a customer more than having to repeat themselves because you are not listening.

Ask questions so you are clear on what the customer is expecting.

Get the information the First time


DO NOT focus on the next questionDO NOT focus on the next customerFOCUS on getting correct information

Tell them what you CAN do, not what you CAN’T do


Deliver what you say


Manage ExpectationsCommunicate with other departments to

make sure your timetable works with others

Your #1 Job: Be of Service


Make sure that when you hang up or the customer leaves, you have done EVERYTHING you could have.

Go the Extra Mile


They may not always say so, but people notice when you make the extra effort and will tell other people.

Give your staff the power to make those small customer-pleasing decisions themselves like giving an extra discount without having to check every time.

Things you may not realize your doing


Body LanguageWatch your comments after

dealing with a customer. You never know who is listening or watching!

Too focused on one task you miss what is in front of you

Physical space customers see

Dealership

Email

Face to Face

Phone

Advertising&

Web

Product

Customer


Steps for Excellent Customer Service


Listen to your CustomersGet the info the first time Tell them what you CAN do, not what you

CAN’TRemember: Your #1 job is to be of serviceDeliver what you sayGo the extra mile

Glenn’s Rule #3


Follow up! Follow up! Follow up!

Q & A


Thank You for Your Time


Improved Performance Solutions16 Mt Bethel Rd.#181Warren, NJ. 07059

732-261-5472

Twitter.com/sidebysidecoachFacebook.com/improvedperformancesolutions

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