MotivatingEmployeesandCreatingSelf-ManagedTeams.ppt

Customer Service Excellence Frank Besednjak The Training Source, Inc. The Training Source, Inc.Great Ideas for Great People! Memberships: Have Fun! Life doesn’t have to suck Let’s look at Electrical Safety lockout.ppt Something to ponder ..\..\Desktop\High Performance\11 did you know.wmv 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 Keep loyal customers satisfied Two Main Principles of Success Loyal Customers + Loyal, Productive Employees = Company Success That which gets measured improves. But, that which gets measured continuously, improves exponentially. What 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 Keep Them Happy Customer retention is important It costs 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-perfect execution Customer Satisfaction Formulas Level of Customer Satisfaction = What a customer perceives they really get, minus what a customer expected to get Customer Satisfaction Formulas Customer Sacrifice = What a customer wants minus what a customer settles for Customer Satisfaction Formulas Customer Experience Management = What a company delivers vs. what a company has promised What Makes Legendary Service? How many customers