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10 Pasos para Lograr la Excelencia en Servicio al Cliente
Brooke L Billingsley
PerstratConsult
Brooke (Welling) Billingsley
Brooke Billingsley
An Emotional Connection with Chile
Do your customers feel part of your organization?
Do your customers recommend you to friends and neighbors?
Do you regularly listen to your best customers?
Do you go out of your way to apologize to your customers when things go wrong?
Emotional Connection With Your Customer
Making a difference one customer at a time
1WIIFM
2Remove Barriers 3Strategies
Key Points
1 WIIFMEmployees & Customers
Facts about Employees
• 11,000 days in workplace• 88% no acknowledgement• 61% no importance• 46% no appreciation
2 Remove Perceived Barriers
“If I don’t meet your standard …please lower your standard!”
Customer Turn On #1
Make It All About the Customer
Lifetime Value of Customer
Cost per transaction + 100. USD Number of times per year + 12 Number of years as customer + 10 Total lifetime value = 12,000. USD
NEGATIVE word of mouth cost ? NEGATIVE viral media cost ?
Customer Turn On #2
Avoid Using “Rules”
to Justify Actions
Customer Turn On #3
Cultivate Knowledgeable
Employees
Customer Turn On #4
Engage the Customer
Customer Turn On #4
Customer Turn On #5
Teamwork
Customer Turn On #6
Friendliness
Customer Turn On #7
Take the High Road
Customer Turn On #7
AAA Technique
• Acknowledge
• Align
• Ask
Customer Turn On #8
Responding
Customer Turn On #9
Follow Through
Customer Turn On #10
Going the Extra Mile
3 Turn Your Customer OnStrategies
Perception Strategies, Inc. ™
Verbal Enrichments
Recognition
• Consistently
• Actions of thanks
• Write notes
• Use five coins in your pocketHandle With Care: Motivating and Retaining Employees - Barbara A. Glanz
Role Play
Your Questions
Thank youBrooke@BrookeBillingsley.com
Brooke L Billingsley
PerstratConsult
Brooke (Welling) Billingsley
Brooke Billingsley
Giant Squid
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