Customer Service Excellence

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I want to take a moment to
thank God for giving me the
ability to help others
The Training Source, Inc.
@@
Oemberships:
rankly Speaking

Scattered throughout
the presentation

Pay attention

Ask questions

You may actually learn
something and have fun
doing it

Please fill out the end of
course survey
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Let¶s Begin. . . Objectives
Acknowledge and believe that performance

excellence is a top priority
Identify behaviors that need to be replicated
Create and identify routines that drive customer

service excellence
Believe and promote the fact that you must

provide legendary service
Understand the fundamentals of success in

customer service
G

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@

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Two Oain Principles of Success
1. Loyal Customers + Loyal, Productive
Employees = Company Success
2. That which gets measured improves.
But, that which gets measured
continuously, improves exponentially.
So, why is this important to
me??


º Loyal, happy customers = no complaints and
increased business
º o complaints and increased business =
happy management
º !appy management = happy employees
º !appy employees drive great customer
experiences
º Great customer experiences = loyal happy
customers
hat do you consider a loyal
customer?
They will only call you, no matter what
They consider you more than a business

associate, you have a relationship
They want you to do well and succeed
They will always recommend you
In fact some of them may be considered

fans
Imagine a customer that is so
pleased and overwhelmed with
your service and the experience
they had, that they become a
hard--core fan
hard

Geep Them !appy
Customer retention is important

It costs 7-
7-10 times more to acquire a new
customer than to keep an existing one
Delivering excellence and measuring your

quality is no longer optional

The best businesses do it and customers
expect it
Execution is paramount

Customers demand near-
near-perfect execution
Customer Satisfaction ormulas

Level of Customer Satisfaction = hat a
customer perceives they really get, minus
what a customer expected to get

Customer Sacrifice = hat a customer

wants minus what a customer settles for
Customer Experience Oanagement =

hat a company delivers vs. what a
company has promised

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hat is it that drives people to
spend more money on some things
versus other things?
Abraham Oaslow's
hierarchy of needs
rankly Speaking

wustomers expect near
perfect execution

The more it costs the
more near perfect the
experience should be

People want to feel good
about the value of the
experience

Make it legendary
hat Oakes Legendary Service?
º $

º

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TEAOORG
!ow many customers have you
met that complain for absolutely no
reason at all?
Top 6 Reasons hy
Companies Lose Customers
(Based on a Study by The American Society for Quality Control)
# 6 - They Die (1%)

# 5 - They Ooved (3%)
# 4 - Influenced By riends (5%)
# 3 - Lured By Competition (9%)
# 2 - Dissatisfied ith Product or
Service (14%)
umber One Reason hy
Companies Lose Customers
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Decision Analysts, Inc. 2006
The Customer Experience
3

rankly Speaking

ranks 10
Rules on
Keeping
wustomers
Loyal
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Zig Ziglar once said . . .
o ou can get everything you

want, if you help others get
everything they want´
o

Become Legendary
Decide today what you want people to say

when they see you, or hear your name.
ou will be known through your actions

and your words
Be somebody that others want to be like
Be Legendary
Be Legendary

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w 

The Training Source, Inc.

The Training Source, Inc.

Acknowledge and believe that performance

Identify behaviors that need to be replicated

Create and identify routines that drive customer

Believe and promote the fact that you must

Understand the fundamentals of success in

The Training Source, Inc.

They will only call you, no matter what

They consider you more than a business

They want you to do well and succeed

They will always recommend you

In fact some of them may be considered

The Training Source, Inc.

Customer retention is important

Delivering excellence and measuring your

The Training Source, Inc.

Customer Sacrifice = hat a customer

Customer Experience Oanagement =

The Training Source, Inc.

# 6 - They Die (1%)

o ou can get everything you

Decide today what you want people to say

ou will be known through your actions

Be somebody that others want to be like

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