logging in or signing up How to Hire the Customer Service Attitud aderibigbej Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 512 Category: Business & Fin.. License: All Rights Reserved Like it (0) Dislike it (0) Added: November 25, 2009 This Presentation is Public Favorites: 3 Presentation Description No description available. Comments Posting comment... By: isomarmaiq (19 month(s) ago) Nice Presentation and thanks for sharing ! Saving..... Post Reply Close Saving..... Edit Comment Close By: maneeshkonjeti (29 month(s) ago) Nice presentation. Please send this to my e-mail account Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript How to Hire the Customer Service Attitude to Retain and Recover Customer : How to Hire the Customer Service Attitude to Retain and Recover Customer John Aderibigbe Managing Consultant DU&T Consulting Lagos, Nigeria dutconsult@yahoo.com Introduction : Introduction We all know: Customer is king Is always rights Customer knows what satisfy him Customer decided when he wants to buy or walk away We do not know: That customers can tell you they are satisfied even when they are already walking away from you. Customer service job analysis : Customer service job analysis Realities of customer service : Realities of customer service When it comes to retaining customers, simple gestures go a long way. And yet, if studies are anything to go by, we have yet to learn the fine art of keeping customers for the long haul. Here are a few figures that are sure motivate you: 80/20 Rule or 20/80 rule The average company loses 10% of its customers each year. Acquiring new customers can cost five times more than satisfying and retaining current customers. A 2% increase in customer retention has the same effect on profits as cutting costs by 10%. Loyal customers are 15 times more likely to increase spending with a store brand than are high-risk customers. In the direct retail business, loyal customers spend an average of three times more, and sometimes 10 to 20 times more, than a customer who’s not a regular. Question : Question What are the qualities of a good customer service personnel? List them? Attitude and Empathy = Good Customer Service : Attitude and Empathy = Good Customer Service Relating with customers Attitude with customers: the ability to be positive, objective and tolerant Reading customer needs: the ability to see and understand the needs and interests of customers Patience with Customers Prejudice/bias index: the degree of prejudice or bias in attitudes toward others Valuing future business: the ability to have a realistic attitude about future business with customers Listening to customers Developing a response: how well one can construct alternatives which address issues in a clear, understandable manner Slide 7: Evaluating what is said: the ability to focus on crucial issues in an objective manner Talking at the right time: how well one can decide what to say and when to say it Handling customer rejection Self-control Job related attitudes: attention to policies & procedures Attitude toward authority meeting deadlines and schedules Meeting established standards problem solving capacities such as seeing potential problems, using common sense, evaluating what to do Attention to concrete detail Personal work attitudes Attitude vs Skills : Attitude vs Skills 80/20 rule, 75/25 findings, 70/30 findings Customer service attitude : Customer service attitude The Customer Service Profile reveals the secrets of your best performers in eight critical behaviors and two proficiencies impacting your customers' experience: Trust Tact Empathy Conscientiousness Conformity Focus Courtesy Flexibility Vocabulary proficiency Mathematics proficiency Interviewing for right attitude : Interviewing for right attitude Know the purpose of the interview Set your attitude standard Problem solvers, team players and goal setters also demonstrate attitude. Decide the height of your attitude bar, and ask questions that draw out each of these attitudes. Decide on an interview format Consider a structured interview with standardized questions, which allows for comparison among candidates. Slide 11: Prepare a variety of questions Different types of questions solicit different responses: Closed questions reveal facts: “Do you have Super Host training?” Open-ended questions offer explanation: “Tell me about your last job. What did you like about it?” Situational questions provide context by presenting a what-would-you-do scenario. “A guest is rude to you. How would you react?” Ask behavioural questions Past behaviour predicts future behaviour. Consider these behavioural questions, which reveal attitude: Talk about a time when you had to deal with an irate customer. Describe a situation where you had to be honest. Give an example of when you were confident in your actions. Detail steps you took to show initiative at work. Explain a time when you had to exercise self-control. Slide 12: Probe for follow up Listen intently to what is said and what is not said, and how the candidate reacts to questions. Pay attention to body language. Make sure you know all you can about a person, and ask for clarification until you understand the answer. Leave the hardest questions to the end Begin with introductory remarks, and then lead into some closed and open-ended questions. This develops rapport, and prepares the way to end with situational and behavioural questions. Remember that attitude is a state of mind Skills can be learned, attitude can rarely be taught. That’s why you need to interview for attitude. You’ll not only choose the best employees, but your business will thrive with superb customer service. How to retain a loyal customer : How to retain a loyal customer "People don’t care how much you know until they know how much you care." 80/20 Rule. Figure out who the loyal customers are, and treat them well. Example : Example Many companies used their databases to learn that customers attracted by low-ball discount offers were more likely to disappear than customers attracted using non-discounted offers. They tended to leave as soon as the competition made them an even lower ball offer. Were they different people, or had the offer made them think of the company’s products in terms of price, rather than value? Who knows? It really doesn’t matter. Discounting is not a profitable long range strategy. How to find loyal customer : How to find loyal customer Through questionnaire Personal interviews References Refer lead Personalization strategies Perception quadrangle : Perception quadrangle How retain loyal customers : How retain loyal customers Listen. Your customer needs to know that you listen to him or her. A listening brand is a caring brand. Innovate. You must examine what constitutes real value for customers by asking fundamental questions: What can I do to meet my customer’s needs?, what am I doing wrong?, etc. Satisfy your customer. Delighted and loyal customers will return for follow-up business without considering your competition. 4. Reward your most-valued customers with better terms, exclusive previews of new products and other perks. Provide things like President’s clubs, advisory panels, member nights and other services that will encourage these loyal patrons to stick around for a long time. 5. Stay connected. Don’t fall victim to the ‘out of sight, out of mind’ mind frame. You must constantly interact with your customers via newsletters, cards, and other forms of communication. Slide 18: Always deliver quality goods or services. Consistently offering things that are worth your customers’ time and money will brand your company as an enterprise that is committed to quality products and services. The selling process never ends. Your relationship with your customer should continue to grow. For this you must focus on customer needs through relationship marketing. Know who your truly loyal customers are. It doesn’t help indulging in unnecessary low-ball discount offers to attract clients. Slide 19: Personalizing your products is a very effective way to build loyalty among customers. Basically, what you need to do is find out what products individual customers will be willing to spend money on and tailor your offerings to them. Modify the way you acquire and maintain customers during the first couple of years. For instance, do you offer your employees or agents any incentives to retain customers? If a customer has a problem, troubleshoot it fast. If you let the problem simmer, you may lose a valued customer. Getting a lost customer : Getting a lost customer Show you care Be persuasive Ask them why they left you? Accept responsibilities Apologize where necessary? Inform of new process and WIIF him Virtuous Circle : Virtuous Circle Slide 22: Thanks for listening You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
How to Hire the Customer Service Attitud aderibigbej Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 512 Category: Business & Fin.. License: All Rights Reserved Like it (0) Dislike it (0) Added: November 25, 2009 This Presentation is Public Favorites: 3 Presentation Description No description available. Comments Posting comment... By: isomarmaiq (19 month(s) ago) Nice Presentation and thanks for sharing ! Saving..... Post Reply Close Saving..... Edit Comment Close By: maneeshkonjeti (29 month(s) ago) Nice presentation. Please send this to my e-mail account Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript How to Hire the Customer Service Attitude to Retain and Recover Customer : How to Hire the Customer Service Attitude to Retain and Recover Customer John Aderibigbe Managing Consultant DU&T Consulting Lagos, Nigeria dutconsult@yahoo.com Introduction : Introduction We all know: Customer is king Is always rights Customer knows what satisfy him Customer decided when he wants to buy or walk away We do not know: That customers can tell you they are satisfied even when they are already walking away from you. Customer service job analysis : Customer service job analysis Realities of customer service : Realities of customer service When it comes to retaining customers, simple gestures go a long way. And yet, if studies are anything to go by, we have yet to learn the fine art of keeping customers for the long haul. Here are a few figures that are sure motivate you: 80/20 Rule or 20/80 rule The average company loses 10% of its customers each year. Acquiring new customers can cost five times more than satisfying and retaining current customers. A 2% increase in customer retention has the same effect on profits as cutting costs by 10%. Loyal customers are 15 times more likely to increase spending with a store brand than are high-risk customers. In the direct retail business, loyal customers spend an average of three times more, and sometimes 10 to 20 times more, than a customer who’s not a regular. Question : Question What are the qualities of a good customer service personnel? List them? Attitude and Empathy = Good Customer Service : Attitude and Empathy = Good Customer Service Relating with customers Attitude with customers: the ability to be positive, objective and tolerant Reading customer needs: the ability to see and understand the needs and interests of customers Patience with Customers Prejudice/bias index: the degree of prejudice or bias in attitudes toward others Valuing future business: the ability to have a realistic attitude about future business with customers Listening to customers Developing a response: how well one can construct alternatives which address issues in a clear, understandable manner Slide 7: Evaluating what is said: the ability to focus on crucial issues in an objective manner Talking at the right time: how well one can decide what to say and when to say it Handling customer rejection Self-control Job related attitudes: attention to policies & procedures Attitude toward authority meeting deadlines and schedules Meeting established standards problem solving capacities such as seeing potential problems, using common sense, evaluating what to do Attention to concrete detail Personal work attitudes Attitude vs Skills : Attitude vs Skills 80/20 rule, 75/25 findings, 70/30 findings Customer service attitude : Customer service attitude The Customer Service Profile reveals the secrets of your best performers in eight critical behaviors and two proficiencies impacting your customers' experience: Trust Tact Empathy Conscientiousness Conformity Focus Courtesy Flexibility Vocabulary proficiency Mathematics proficiency Interviewing for right attitude : Interviewing for right attitude Know the purpose of the interview Set your attitude standard Problem solvers, team players and goal setters also demonstrate attitude. Decide the height of your attitude bar, and ask questions that draw out each of these attitudes. Decide on an interview format Consider a structured interview with standardized questions, which allows for comparison among candidates. Slide 11: Prepare a variety of questions Different types of questions solicit different responses: Closed questions reveal facts: “Do you have Super Host training?” Open-ended questions offer explanation: “Tell me about your last job. What did you like about it?” Situational questions provide context by presenting a what-would-you-do scenario. “A guest is rude to you. How would you react?” Ask behavioural questions Past behaviour predicts future behaviour. Consider these behavioural questions, which reveal attitude: Talk about a time when you had to deal with an irate customer. Describe a situation where you had to be honest. Give an example of when you were confident in your actions. Detail steps you took to show initiative at work. Explain a time when you had to exercise self-control. Slide 12: Probe for follow up Listen intently to what is said and what is not said, and how the candidate reacts to questions. Pay attention to body language. Make sure you know all you can about a person, and ask for clarification until you understand the answer. Leave the hardest questions to the end Begin with introductory remarks, and then lead into some closed and open-ended questions. This develops rapport, and prepares the way to end with situational and behavioural questions. Remember that attitude is a state of mind Skills can be learned, attitude can rarely be taught. That’s why you need to interview for attitude. You’ll not only choose the best employees, but your business will thrive with superb customer service. How to retain a loyal customer : How to retain a loyal customer "People don’t care how much you know until they know how much you care." 80/20 Rule. Figure out who the loyal customers are, and treat them well. Example : Example Many companies used their databases to learn that customers attracted by low-ball discount offers were more likely to disappear than customers attracted using non-discounted offers. They tended to leave as soon as the competition made them an even lower ball offer. Were they different people, or had the offer made them think of the company’s products in terms of price, rather than value? Who knows? It really doesn’t matter. Discounting is not a profitable long range strategy. How to find loyal customer : How to find loyal customer Through questionnaire Personal interviews References Refer lead Personalization strategies Perception quadrangle : Perception quadrangle How retain loyal customers : How retain loyal customers Listen. Your customer needs to know that you listen to him or her. A listening brand is a caring brand. Innovate. You must examine what constitutes real value for customers by asking fundamental questions: What can I do to meet my customer’s needs?, what am I doing wrong?, etc. Satisfy your customer. Delighted and loyal customers will return for follow-up business without considering your competition. 4. Reward your most-valued customers with better terms, exclusive previews of new products and other perks. Provide things like President’s clubs, advisory panels, member nights and other services that will encourage these loyal patrons to stick around for a long time. 5. Stay connected. Don’t fall victim to the ‘out of sight, out of mind’ mind frame. You must constantly interact with your customers via newsletters, cards, and other forms of communication. Slide 18: Always deliver quality goods or services. Consistently offering things that are worth your customers’ time and money will brand your company as an enterprise that is committed to quality products and services. The selling process never ends. Your relationship with your customer should continue to grow. For this you must focus on customer needs through relationship marketing. Know who your truly loyal customers are. It doesn’t help indulging in unnecessary low-ball discount offers to attract clients. Slide 19: Personalizing your products is a very effective way to build loyalty among customers. Basically, what you need to do is find out what products individual customers will be willing to spend money on and tailor your offerings to them. Modify the way you acquire and maintain customers during the first couple of years. For instance, do you offer your employees or agents any incentives to retain customers? If a customer has a problem, troubleshoot it fast. If you let the problem simmer, you may lose a valued customer. Getting a lost customer : Getting a lost customer Show you care Be persuasive Ask them why they left you? Accept responsibilities Apologize where necessary? Inform of new process and WIIF him Virtuous Circle : Virtuous Circle Slide 22: Thanks for listening