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8/6/2019 Customer Service Resource 23 Pages
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Customer service resource
Three levels of customer serviceThe expected levelThe desired levelThe unanticipated level
Andrew Gibbons
Three corporate customer service competencies
Listening and communicatingReliability; consistency; fairness; respect; courtesy and dependabilitySolving problems
Parasuraman
Three brave questions to ask about customer service
What factors do customers consider when deciding to do business with you?Why do customers buy more than once from you?Why do customers leave you, and take their business elsewhere?
Andrew Gibbons
Three secondary positive effects of customer loyalty
Revenue grows as a result of repeat purchases and referralsCosts decline as a result of lower acquisition costs and from theefficiencies of serving experienced customersEmployee retention increases because job pride and satisfaction increase,in turn creating a loop that reinforces customer loyalty and further reducing costs as hiring andtraining costs shrink and productivity rises
Frederick Reichheld
The three types of customer every organisation needs most:
Current customers worth retainingOthers customers that should be wonLost customers that should be regained
Andrew Gibbons
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Three keys to service success
Make every decision with the customer in mindBuild a strong culture of serviceManage each moment of truth
Ford and Heaton
Three myths about customer satisfaction
I can tell when my customers are satisfiedMy customers would tell me if there was a problemMy staff keep me informed about customer satisfaction
Arthur Bell
Three really awkward questions
If your company disappeared tomorrow to whom would it matter and why?Which of your customers would miss you and why?How long would it take for another firm to step into the void?
Montgomery
Three rs of loyaltyRelevance to the customerRewards to the customerRetention of the customer Wansink and Seed
Three rs of customer service
Retention ConvenienceProduct quality and fitSatisfaction with problem resolution
Repurchase Ease and simplicity of transactionTransparencyTrustworthiness
Referral Emotional connection Michael
Three determinants of repeat purchase
Product/service qualityProblem resolutionAccount management Hart and Johnson
Three types of customer
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PromotersPassivesDetractors
Brandt
Four things customers want
ReliabilityResponsivenessAssuranceEmpathy
Marketing Science Institute
Four parts to the service recovery model
Fix itRed carpetEmpathyHero
The PACT model of customer serviceP rocessA ttitudeC ommunicationT ime
Krishna
Four determinants of customer loyalty
Past satisfaction with a brandPerceived risk associated with a purchaseAvailability of substitutesCosts of changing brands
Javalgi and Moberg
Four parts of the buying cycle
ShoppingPurchaseOwnershipReplacement
Butz & Goodstein
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Four questions that help establish market impact
Do we anticipate the needs of our customers?Do we offer products and services which have a distinctive edge overour competitors?Do we meet the demands of our customers precisely and accurately?
Do we exceed the expectations of our customers because we do all of the above so well?
Steve Smith
Four lessons learned from customer-focused organisations
The best future customer is usually an existing customerA need to really focus on the customers you really need to keepBoth and databases need to be builtPut competitive advantage before cost
Clutterbuck and Goldsmith
Four absolutes for customer service improvement
A long term approach to customer serviceThe passionate commitment of the top teamA substantial investment on getting it right first timeA positive attitude throughout the organisation
David Freemantle
The Four Is of customer service
InvestigateIdentifyImplementImprove
Yasin and Youas
Four strategic customer service rules
See the big picture and how customer service fits into thisEstablish an authentic connection with each customer, rendering timely, accurate and thoroughserviceValue and respond to unique customer needsExtend a hand to repair and strengthen relationships with customers who are upset or angry
Darlene Russ-Eft
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Four specific types of disloyal customer
DisengagedDisturbedDisenchantedDisruptive
Butz & Goodstein
Four types of organisation in terms of customer service
NaturalsAspirantsFollowersLaggards
Clutterbuck Clark and Armistead
The four zones of customer service:
RecommendationNormalityToleranceRejection
David Freemantle
The four Rs of real customer focus
Recruitment
RetentionRecoveryRetrieval
Andrew Gibbons
Four ways customers judge value
The price of the product or serviceThe quality of the product or serviceThe degree of innovation offered by the product
The service provided to customers
Ray Miler
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Four factors that really build a loyal customer base
Products that are clearly differentiated from those of the competitionHigher-end products where price is not the primary buying factorProducts with a high service componentMultiple products for the same customer
BusinessTown.com
Four parts to the ASAP service recovery model
A pologiseS ympathiseA ccept responsibilityP prepare to take action
Lynda Ramsey
Four factors that really build a loyal customer base
Get management in direct contact with customersGet customers involved in creating customer standardsGet employees involved in planning and implementing customer service standardsThe leadership must show everyone customer service is a priority
Kevin Stirtz
Four ways to really improve customer service
Products that are clearly differentiated from those of the competitionHigher-end products where price is not the primary buying factorProducts with a high service componentMultiple products for the same customer
BusinessTown.com
Five ways to manage an angry customer
Dont let them get to you
Listen, and show you are listeningStop saying sorryEmpathise genuinely!Build rapport without concessions
Alan Fairweather
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Five levels of customer bonding
PreferentialFavouritismCommitmentReferential
ExclusiveButz & Goodstein
The five dimensions of service
Reliability: the ability to perform the promised service dependablyand accurately.
Responsiveness: the willingness to help customers and provide promptservice.
Assurance: the knowledge and courtesy of employees and their abilityto convey trust and confidence.
Empathy: the caring, individualised attention provided to thecustomer.
Tangibles: the appearance of physical facilities, equipment,personnel and communications materials.
Tom Peters
Five core leadership values for customer focus
Customers Demonstrate flexibility in responding to customer demandsEmployees Build supportive relationships with direct reports rather
than remain distant and impersonalTeamwork Work to ensure that all team members fully understand
each others rolesEmpowerment Delegate authority to enable direct reports to make
decisions and take actions in a timely mannerQuality Encourage people to find ways to prevent problems before
they happenAllan Church
Five steps to customer happiness
Put customers first and identify your number oneStay close to customers and update your dataGroup customer needs and customise ideasPay close attention to fine detailsCommunicate positively and not just to sell
Tony Jacowski
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Five parts to the FRIES model
F riendlinessR eassuranceI nformationE xtras
S implicityCharles Kingsmill
Five biggest customer service blunders
Making customer service a training issueBlaming poor service on employee demotivationUsing customer feedback to uncover whats wrongReserving top recognition for splashy recoveriesCompeting on price not service quality
Paul Levesque
Five levels of customer loyalty
Bonding: Can anything else beat it?Advantage: What is it good at?Performance: Is it satisfactory?Relevance: Does it meet my needs?Presence: Do I know about it?
Five essentials for customer service
Do what you say you will.Make what matters to the customer your priorityFind ways to improveMake positive personal contacts with the customerHave well trained and motivated staff who work well together
Macaulay and Cook
Five key questions
What do your customers want?What would delight them?How are you doing at the moment?How does the way you operate prevent you delighting your customers?What are the best organisations doing?
Robert Evans
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Five parts to the LEARN service recovery model
L istenE mpathiseA pologiseR eact
N otifyAndrew ODriscoll
Five things customers want
Ability to deliver service accurately and consistentlyWillingness to provide prompt serviceExpertise and courtesy of employeesEmpathy and individualised attentionProfessional appearance of the facility, equipment and employees
Five central concepts to the Japanese understanding of customer satisfactionCustomer satisfaction must be the primary management objectiveCustomer satisfaction strategy must heavily emphasise customer interfacesCustomer satisfaction must be measured and assessed regularlyA constant effort is needed to enhance customer satisfactionCustomer satisfaction enhancement must be management-led
Kenzi Mizuguchi
Five parts to the service-profit chain
Profit and growth are stimulated primarily by customer loyaltyLoyalty is a direct result of customer satisfactionSatisfaction is a function of the value of services provided to customersValue is created by satisfied, loyal, and productive employeesEmployee satisfaction, in turn, results primarily from support services and policies that enableemployees to deliver results to customers
Jerome & Kleiner
Five parts to the IDEAS benchmarking model
I nquire Investigating possible areas for benchmarkingD ecide Select one areaE xpand Exploring key features of the chosen area - causes, effects and
possible solutionsA nalyse Seeking expert opinionS pecify Interpreting results to focus on the way forward
Webster and Chen Lu
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Five principles of Customer Relationship Management
Challenge the processInspire a shared visionEnable others to act
Model the wayEncourage the heart
Galbreath
Five parts to the RATER customer service model
R eliabilityA ssuranceT angiblesE mpathyR esponsiveness
Parasuraman et al
Five types of customer in terms of buying a product or service:
Innovators 2.5%Early adopters 13.5%Early majority 34.0%Late majority 34.0%Laggards 16.0%
Everett Rogers
Five musts for measures
What does each of my customers want?How can we design systems and processes that can respond quickly to what they want?Measures must help understanding and performance of the systemMeasures must relate to what customers valueMeasures must be in the hands of the people doing the work
Spitzer
Five customer service mistakes to avoid
Dont:Place a customer on hold endlesslyEver be perceived as being rude to a customerIgnore a problemMake customers jump through hoops for an exchange or refund
Russ Mate
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Six aims of CRM
Reduced operating costsIncreased propensity to buyEnhanced customer and company imageAdd value to the customer relationship
Enhanced ability to targetTrack customer behaviour profitably
Six loyalty factors
Product usagePurchasing habitsFeelingsAttitudesPersonalityDemographics
Wansink and Seed
Six customer service essentials
Drop everything to respond to a customerDo a little more than is expected every timeKeep your promisesAddress customer problems immediatelyFollow up when seeking to resolve problemsPersonalise all communications with customers
Six keys to developing customer service skills
Like what you doLearn to adjust your perceptionsWork on rapport, and be likeableAvoid conflictBe reliable, responsive and credibleNever stop learning
Jill Homer
Six customer service lessons
The critical significance of a customer service strategySelect the right peopleDevelop motivate and lead the right wayEstablish effective service delivery processesIntegrate continuous improvementEnsure managers are truly the key change agents
Susan and Derek Nash
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Six myths about complaints...
If customers dont complain, were doing a great jobLosing ones customer wont hurt usBy making it hard to complain we wont be bothered by petty problemsWe can always attract new customers
Even if we satisfy complaining customers they wont come backCustomers who complain are just troublemakers
Six steps to customer service excellence
Drop everything when the customer callsDo a little extra- every timeKeep your promisesAddress problems immediatelyFollow up on problems and questionsPersonalise communications
Aaron Turpen
Six actions to create and deliver high quality service
Promote teamworkCreate combined institutional memoryIncrease organisational flexibilityLearn what customers really valueEnsure management practices foster a customer-driven cultureTrain everyone to be customer-competent
Six customer types
ApostleLoyalistDefectorMercenaryHostageTerrorist
Jones and Sasser
Six things customers dont want when complainingTo be ignoredTo be made to feel guilty for complainingTo have to fight to be heardExcuses or justificationTo be passed from one person to anotherTo wait an unacceptable amount of time for their complaint to be resolved
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Six ways to be customer-drivenDevelop a customer-driven cultureCreate a customer-committed workforce
Leadership by exampleKnow your customers and your businessKnow and profit from your competitorsBe distinctive
Holden
Six critical lessons about customers
The things that matter most to customers arent what we thought they wereOur customers needs and demands are changing and risingOur competition is not standing still - they are improvingOur customers perceptions, however strongly felt, may not be based entirely on fact, but thatdoesnt matter.If we improve something, let our customers knowPrice is never, ever the most important thing to our customers
Jeanes
Six issues on managing complaints...
Why do customers complain?Why dont customers complain?How are complaints discouraged?How can complaints be encouraged?How should complaints be handled?Why must complaints be managed well?
Andrew Gibbons
Six elements of the negative value spiral
Standards dropPoorer customers cost more and yield lessSo prices rise and service is cut to save moneyGood customers then perceive less valueDefections surgeEarnings plummet
Frederich Reichheld
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Seven steps to customer loyalty
Always say thank youFollow-up to be sure youre doing a good job and that the product is working
satisfactorilyOffer a guaranteeSpoil your customersKeep in contactTreat them with respectDisplay integrity in all your business dealings
Nan Yielding
Seven reasons for CRM failure
Focusing solely on technology
Losing sight of customersIgnoring customer lifetime valueLack of management supportUndervaluing data analysisUnderestimating change managementInflexible business processes
Sudhir Kale
Seven things not to do when handling complaintsAbandon the customer
Get defensivePass the buck or drop others in itMake promises you cant keepAssign blame to othersTake it personallyGive cause for further irritation
Seven ways to get serious about customer service
Roll out the red carpet for everyoneTake time out to get to know your customer
Go out of your way to ensure they are happyNotice what the customer seesBe easy to do business withWork on everything the customer experiencesMake service excellence the heart of the business
Eric Garner
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Seven ways to make customers feel important
Please use my nameMake me feel one of the chosen few
Ask for my advice and take it seriouslyRespect my time dont waste itSurprise me, exceed my expectationsApologise, and mean it when you are wrongListen to me and accept my perceptions of you
Kevin Elkenberry
The seven parts of the PERFECT customer service model
P oliteE fficient
R espectfulF riendlyE nthusiasticC heerfulT actful
Video Arts
Seven steps to target customers
Review and rank your client base
Get rid of customers that dont fit your profileListen to customers, provide what they wantPut yourself in the customers shoes think as they doDecide whether or not to offer tiered customer serviceMobilise your entire teamOwn your problems, own your customers
Robin Johnston
Seven ways to wow customers
Get promising and keep them!
Be a genuine enthusiastCreating lasting first impressionsProvide real value for moneyBe a problem solver take responsibilityBe their friend work on relationshipsCall them after they have bought
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Eight critical steps to a customer service culture
Customers are the reason for work, not an interruption to workTrain, train, and train some more
Empower your staff to serveMake service personalSay yes even when you most want to say noOffer solutionsRecognise staff for outstanding serviceAsk your customers what they think of you
Anthony Mullins
Eight components of quality
Performance
FeaturesReliabilityConformanceDurabilityServiceabilityAestheticsPerceived quality
Ho and Cheng
Eight ways to handle difficult customers
Dont take it personallyRemember you are good at your jobWrite down their complaint or concernGet your management involvedDebrief with someone else get it out of your systemLearn and use stress management techniquesAccept that some customers see you as a targetLearn from it all do things better next time
Neen James
Eight essentials for customer retention
Keep your promisesManage first impressionsMake yourself easy to do business withConstantly evaluate frontline treatment of customersSolve problemsManage fine detailsEnfold customers in your businessFollow up maintain dialogue
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Zemke
Nine positive thinking patterns for customer facing employees
I have the best job in the world
It is fun looking after my customersI love it when they ask me to help themIt gives me a buzz to fix problemsI always try to please themI meet many interesting customersI cant wait to get to workThe more customers the betterCustomers make me feel good
David Freemantle
Nine golden rules of customer service
Bring em back alive dont lose profitable customersHave the right systems to give consistency of serviceUnderpromise, overdeliverWhen the customer asks, the answer is always yesEvery employee has authority to handle complaintsNo complaints? Somethings wrong!Measure everythingSalaries are unfair pay according to contributionShow respect, be polite, and mean it!
Nine ways to make a difference
Keep your promisesBe truthful at all timesMake available key senior peoples contact detailsCreate expertise an all products and servicesAsk customers how you are doing, and pass it on!Select high quality people and reward them wellBe creative about finding customer solutionsDont be a slave to technologyTalk your customers - and meet them too
Mike Faith
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Nine ways to handle an angry customer
Acknowledge the other person's anger quicklyMake it plain you are concerned
Dont hurry them, be patientKeep calmAsk questions, explore thoroughlyGet them talking about solutionsAgree on a solutionFix a scheduleDo what you say you will
Tom Hopkins
Nine signs of real customer service
Be accessibleRespond swiftlyListen to your customersTreat your customers with respectNever argue with, or contradict a customerHonour your commitmentsBe honestAdmit when you have made a mistakeDo what you say you will do
Debbie LaChusa
Ten top customer service tips
Hire people with a positive service attitudeMake the customers time with you a positive experienceKeep all employees well informed on what is going onMake every decision with the customer in mindEmpower all employees to do the right thingMake customers an agenda item at every staff meetingContinually seek to improve and add valueCreate a climate of excellenceContinually do the unexpectedNever let an untrained employee have customer contact
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Ten commandments of customer service
Know the customer is bossBe a good listener
Identify and anticipate needsMake customers feel important an appreciatedHelp customers understand your systemsAppreciate the power of yesKnow how to apologise with good graceGive more than expectedGet regular feedbackTreat employees well, it will reflect in the service given
Susan Friedmann
Ten things to look for in a customer facing employee
A genuine liking of peopleAn enjoyment in working for, and servicing othersA strong social needAn ability to feel comfortable with strangersA sense of belonging to a group or placeAn ability to control feelingsAn ability to show empathy and sensitivityA general sense of trusting othersHigh level of self esteemA track record of competence
Ten components of the SERVQUAL customer service model
ReliabilityResponsivenessCompetenceAccessCourtesyCommunicationCredibilitySecurityUnderstanding/knowing the customerTangibles
Parasuraman et al
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Thirteen customer retention and recovery key performance indicators
Churn - by value and volumeNet present valueCustomer tenureLifetime valueShare of walletRepurchase ratesAcquisition costsLabour turnover in key jobsPareto profit analysisRetention of complainantsSame cycle comparisonsTime to profitability
Segmented defection ratesAndrew Gibbons
Fourteen customer retention and recovery key issues
Long term desire and interestInformation up to the jobMeasures that mean somethingAnalysis of retention and churnQuality of salesManagement policies and practices
Competence of key people - especially frontlineService recovery - not just complaint handlingRecruitment, development and reward of staffTargeting customers that must be keptFocused, not blind marketingValue added, proactive contactShare of wallet - getting more of total spendValue creation drives profit
Andrew Gibbons
If growth is what you are after, you wont learn much from complex measurements of customersatisfaction and retention.
You simply need to know what your customers tell their friends about you.
Profit is indispensable of course, but it is nevertheless a consequence of value creation, whichalong with loyalty, makes up the real heart of any successful long-lasting business.
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Since the only way a business can retain customer and employee loyalty is by delivering superiorvalue, high loyalty is a certain signof solid value creation.
It is simply not possible to build or maintain a healthy business without learning how to get theright customers. In most businesses, the customers most likely to sign on are precisely the worstsort of customers you could possibly find.It is hard to concentrate on customer quality when gaining quantity is somuch easier.
Customers will never pay more for any more for anything than the value it creates for them.The fact is, every defection is the result of inadequate value. And since value is ratio of quality toprice, price is always a factor in defection.
We discovered some years ago that raising customer retention rates by five percentage pointscould increase the value of an average customer by 25 to 100 percent.
Frederich Riechheld