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IMPROVED PERFORMANCE SOLUTIONS
Copyright 2010 Improved Performance Solutions
When Your Customers Engage
Is Your Team Ready?
Goals for Session
Copyright 2010 Improved Performance Solutions
Understand the things that affect customer retention
How to assess areas that need changeWhat to DO to improve customer retentionHow to implement changeHow do we get change to stick
What Business are You in?
Copyright 2010 Improved Performance Solutions
What Business are You in?
Copyright 2010 Improved Performance Solutions
The Customer Business
Glenn’s Rule #1
Copyright 2010 Improved Performance Solutions
Excellent Customer Service is the Same in Every
Industry
What is Excellent Customer Service?
Copyright 2010 Improved Performance Solutions
Excellent Customer Service
Copyright 2010 Improved Performance Solutions
Excellent customer service is the ability of your organization to consistently exceed customer expectations.
Excellent customer service needs to be the philosophy of the whole company.
After having a poor customer experience *….
Copyright 2010 Improved Performance Solutions
86% of people told family, friends and co-workers
20% posted negative comments online15% of people stopped doing business with
the company64% of people switched to competitors
How do you impact these numbers?
*2009 Accenture Customer Service Report
How to Begin?
Copyright 2010 Improved Performance Solutions
What is the level of customer service that you want to deliver?
Where does it need to be executed?How should it be executed?How do you make sure you are doing it
consistently?
Where to look?
Copyright 2010 Improved Performance Solutions
EVERYWHERE YOUR BUSINESS INTERACTS
WITH YOUR CUSTOMERS!
Service
BDC/Internet
F & I
OperationsManagement
Reception
Sales
Dealership
Copyright 2010 Improved Performance Solutions
Dealership
Face to Face
Phone
Advertising&
Web
Product
Customer
Copyright 2010 Improved Performance Solutions
Assess what is currently happening
Copyright 2010 Improved Performance Solutions
Stop for 30 seconds and look around to see what the customer sees. Are you happy?
The 5 Why’s or What’sBe honest with yourself
What to implement
Copyright 2010 Improved Performance Solutions
Take on one area at a timeAnalyze what is currently
happeningKeep what’s working
Glenn’s Rule #2
Copyright 2010 Improved Performance Solutions
If it bothers you…Don’t Do It
How to create change
Copyright 2010 Improved Performance Solutions
Focus on actionsDefine what you have to DO to changeStandardize as much as possible
How to Train your staff
Copyright 2010 Improved Performance Solutions
Person training is a good teacher
All training is documentedConsistent schedule for
training
5 Step Coaching Process
Copyright 2010 Improved Performance Solutions
Open the DoorExplore what they knowAgreementDemonstrate / Role-playFinal review
Tips for Effective Coaching
Copyright 2010 Improved Performance Solutions
Make sure you are setting the right example yourself. Your team will take their cues from you.
Effective Communication: Specific/Do-ableConsistencyAccountabilityCatch them doing it right!
Steps for Excellent Customer Service
Copyright 2010 Improved Performance Solutions
Listen to your customers to understand their needs
Copyright 2010 Improved Performance Solutions
Nothing frustrates a customer more than having to repeat themselves because you are not listening.
Ask questions so you are clear on what the customer is expecting.
Get the information the First time
Copyright 2010 Improved Performance Solutions
DO NOT focus on the next questionDO NOT focus on the next customerFOCUS on getting correct information
Tell them what you CAN do, not what you CAN’T do
Copyright 2010 Improved Performance Solutions
Deliver what you say
Copyright 2010 Improved Performance Solutions
Manage ExpectationsCommunicate with other departments to
make sure your timetable works with others
Your #1 Job: Be of Service
Copyright 2010 Improved Performance Solutions
Make sure that when you hang up or the customer leaves, you have done EVERYTHING you could have.
Go the Extra Mile
Copyright 2010 Improved Performance Solutions
They may not always say so, but people notice when you make the extra effort and will tell other people.
Give your staff the power to make those small customer-pleasing decisions themselves like giving an extra discount without having to check every time.
Things you may not realize your doing
Copyright 2010 Improved Performance Solutions
Body LanguageWatch your comments after
dealing with a customer. You never know who is listening or watching!
Too focused on one task you miss what is in front of you
Physical space customers see
Dealership
Face to Face
Phone
Advertising&
Web
Product
Customer
Copyright 2010 Improved Performance Solutions
Steps for Excellent Customer Service
Copyright 2010 Improved Performance Solutions
Listen to your CustomersGet the info the first time Tell them what you CAN do, not what you
CAN’TRemember: Your #1 job is to be of serviceDeliver what you sayGo the extra mile
Glenn’s Rule #3
Copyright 2010 Improved Performance Solutions
Follow up! Follow up! Follow up!
Q & A
Copyright 2010 Improved Performance Solutions
Thank You for Your Time
Copyright 2010 Improved Performance Solutions
Improved Performance Solutions16 Mt Bethel Rd.#181Warren, NJ. 07059
732-261-5472
Twitter.com/sidebysidecoachFacebook.com/improvedperformancesolutions