Customer Centricity - Customer Service

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Customer Service Examples

There is only one valid definition of BUSINESS PURPOSE: to create a CUSTOMER

PETER DRUCKER

For INDIVIDUALS, CHARACTER is destiny. For ORGANIZATIONS, CULTURE is destiny.

TONY HSIEH

Richard BransonA business is simply an IDEA to make other peoples lives better.

RICHARD BRANSON

Your most UNHAPPY CUSTOMERS are your GREATEST SOURCE OF LEARNING BILL GATES

Forget about your COMPETITORS,just focus on your CUSTOMERS JACK MA

It is not the EMPLOYER who pays the wages. Employers only handle the MONEY. It is the CUSTOMER who pays the wages. HENRY FORD

Here is a powerful yet simple rule. Always give peoplemore than they EXPECT TO GET. NELSON BOSWELL

Every companys greatest assets are its CUSTOMERS, because without customers there is no COMPANY. MICHAEL LEBOEUF

Customer experience is a catalyst of TRANSFORMATION.It directly impacts culture, strategy, structure and all parts of a BUSINESS. CHRISTINE CRANDELL

Customer satisfaction isWORTHLESS.Customer loyalty is PRICELESS. JEFFREY GITOMER

SETH GODIN

Dont find customers for your PRODUCTS,find products for your CUSTOMERS.

JERRY GREGOIREThe customer EXPERIENCE is the next competitive BATTLEGROUND.

The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. JOHN RUSSELL

What helps PEOPLE helps BUSINESS LEO BURNETT

The customer isnt always right.BUT, IF YOU DONT LISTEN TO THEMYour product wont be either.

OLI GARDNER

Customer Service shouldnt be a DEPARTMENT It should be the entire COMPANY.

TONY HSIEH

Amazing things happen when you LISTEN to the consumer.

JONATHAN MILDENHALL

People don't care how much you know UNTIL THEY KNOW how much you care.

THEODORE ROOSEVELT

Get closer than ever to your customers. So close that YOU tell them what they need well BEFORE they realize it THEMSELVES. STEVE JOBS

When the CUSTOMER comes FIRST, the CUSTOMER will LAST. ROBERT HALF

What to say when dealing with an angry customer?

Angry customers are the most difficult to deal with because any wrong word or sentence and you can be sure that you have lost a valuable customer. So, what is the right way to deal with them?

Follow this techniques-ASAP

Start with an ApologySympathizeAccept ResponsibilityPrepare to Help

What do your customers expect from you?

When asked about the dimensions of services U.S. customers expected from the companies, they listed down various characteristics. The top 5 important ones being-

Has knowledgeable employeesAddresses my needs on first contactTreats me like a valued customerDemonstrates desire to meet my needsCan quickly access information

Magic Words to use with your customers

HOW CAN I HELP?

Magic Words to use with your customers

I CAN SOLVE THAT PROBLEM.

Magic Words to use with your customers

I DONT KNOW, BUT ILL FIND OUT.

Magic Words to use with your customers

I WILL TAKE RESPONSIBILITY.

Magic Words to use with your customers

I WILL KEEP YOU UPDATED.

Magic Words to use with your customers

I WILL DELIVER ON TIME.

Magic Words to use with your customers

THE JOB WILL BE COMPLETE.

Magic Words to use with your customers

I APPRECIATE YOUR BUSINESS.

Examples of Good Customer Service

How Lego became a Santa Claus for a young boy!

As a child we used to feel bad whenever our favorite toys broke or got stolen. If we were lucky we would get another one or we would move on to the next favorite toy. But, when a young Lego fan- Luka Apps, lost his LEGO toy that he had bought by spending all of his Christmas money, he tried a different approach. He wrote to the company asking for another one (we should have tried that too!), assuring the Lego staff that he would take extra care of his action-figure if they sent him another one.

And lo and behold- Lego wrote back with the most sweetest reply and a new set of action-figures for Luka adding a little more Christmas magic in the form of an extra LEGO toy!

A tweet leads to an amazing dinner on arrival!

We all know what happens when we tweet something bad about a customer service, but what happens when youre really hungry and ask for food through a tweet- nothing, you say? Well, not if you are Mortons.

Peter Shankman (Author/Consultant) realized that if he didnt grab a bite to eat soon hed be stuck riding the plane back on an empty stomach. He nevertheless took a flight back home on an empty stomach, but not before taking a shot in the dark and jokingly tweeting to one of his favorite restaurants- Mortons, asking them if they would deliver him a steak on arrival! Next thing you know when he lands, one of Mortons staff is present there with a full meal! His tweet was taken seriously and Mortons delivered to its regular customer.

How United Airlines delays flight for a son to meet his dying mother!

Meeting his dying mother for the last time is stressful in itself, but what happens when you know you might not make it to see your mother in her last hours because you might miss the connecting flight? An angel in the form of United Airlines comes to the rescue!

Kerry Drake was en-route to see his dying mother and to add to his distress he knew if he missed his connecting flight he would not be able to meet his mother in her final hours. His United Airlines flight got delayed and he broke down. Seeing his discomfort, the flight attendants soon realized the issue and conveyed it to the captain who made sure that Drakes connecting flight got delayed and did not leave without him. Drake met his mother in her final hours and couldnt thank United Airlines enough for all their service.

Trader Joes to the Rescue!

A Redditors 89-year-old grandfather got snowed in a couple years ago and didnt have much in the house for meals. His daughter called several markets in the area to see if any of them had grocery delivery services, but the only one that said they did was Trader Joes. They dont, actually, but were willing to help out this WWII vet.

As the mans daughter placed an order, the Trader Joes representative on the phone recommended other items that would be good for her dads low-sodium diet. They not only delivered the items to the customer, but did not charge a single penny for their efforts!

Be like Lexus!

Lexus have one of the most amazing stories on good customer service. They know what works for their customer and how. Heres one of their best customer service stories.

When the first Lexus 400 Sedans came into the market, the company learned that there were three minor technical problems with the car. They knew asking their customers to return the cars wouldnt be ideal, hence, they used this as an opportunity to showcase what their company is all about- serving their customers well!

So more than 300 Lexus officials organized into small groups and traveled to all parts of the country. They visited the affected customers at home, brought them a gift, apologized for the glitches in person, and, of course, brought along a technician who fixed the problems. On the spot. In their driveways.

HARLEY-DAVIDSON CASE STUDY

Lets be the alternative and do the things others cant do.What can we learn from them?

In 1983, Harley-Davidson faced extinction. Today, this company holds world-recognition and everyone wants to own one Harley-Davidson bike.

It has created its own culture and built its brand value from scratch. But, how did they do this when few years back they were facing stiff competition from Japanese companies and there brand value was going down?They first did an analysis on how different were they from the Japanese. They listed out their strengths and weakness and compared the Japanese bikes and themselves.

How did they do it?

Listen to what your customers want

The head of the design department, took to the road and personally met with the customers and asked for their opinion.

Customers voiced positive opinion for old Harley models and negative opinion for slick Japanese models.

Harley bikes were known for their strong character which they continued to create, proudly!

Enter the H.O.G. Community

For the longest time, Harley had its own community that had a negative connotation, but they used it in their favor and created a company-sponsored club for Harley riders- H.O.G. or Harley Owners Group.

Thanks to many American movies, Harley riders were seen as these rough, brazen men who are out there just to cause trouble.

The company aimed to change this image by riding for charity. It worked, image changed, and today everyone wants to be a H.O.G. member.

Fashion Re-vamp

The company also realized that their fashion sense of black leather jackets and black t-shirts had a negative impact on the company.

Hence, they launched Harley-Davidson Motorclothes, which offered shirts with collars, denim blue jeans, baby clothes and bright-colored fashion items for women.

Cater to your younger audience

The company even added Harley toys, that became an excellent way to extend the passion for Harleys to a younger customer-base.

This was also done keeping the future plans of the company in mind. The current customer-base was aging and the next logical step is to cater to the future generation and give them the complete Harley Experience.

THANK YOU