HomeMy WebLinkAboutRaving Fans PresentationCustomer Service
1
Who is our Customer?
2
What are their expectations?
3
What are their expectations?
*Great service? …..Good service? ….. Mediocre Service?
4
“No Worse than the Competition!”
How about this for a service slogan??
5
What do we want our Customers to be?
Happy?.....Pleased?.....Satisfied!..........??????
6
Not Good enough!
We want our customers to be “Raving Fans!”
7
Varley’s Dept. Store
1st secret to Raving Fans…“Decide what you want.”
What do YOU want ________, for your department??
8
Sally’s Grocery Store
Create a vison of perfection centred on the customer.
9
1. Decide what you want.
* Create a vision of perfection
*What is your vision?
*What will make your customers Raving Fans?
*Don’t have to be perfect, just need the vision.
*What is the danger of striving for perfection?
10
Bill, the Plant Manager
2nd secret… “Discover what the Customer wants.”
11
1. Must have your own vision.
2. Your vision has to fill in the gaps of customer’s vision.
3. Must know when to ignore what the customer wants and tell them to take their vision elsewhere to be fulfilled.
12
* How do we find out our Customer’s vision?
*Very Sophisticated technique…..
13
Ask Them!!!
*Is Customer Internal or External?
*Ask them and then listen closely to what they say and don’t say.
What they say…… “great” or “fine”.
What they don’t say….. Avoid certain subjects?
14
*If you don’t look after your people, they won’t look after your customers.
*When they do, if you thank and reward them, they will do it again and again.
It’s called…..Common Sense!
15
Dennis the Cabbie
3rd secret…..Deliver the Vision.
16
Andrew, the Service Station/Carwash owner
First Deliver the Vision consistently….Consistency is critical….Consistency creates credibility….Consistency is key to delivering “Raving Fan service!
17
*Customers allow themselves to become Raving Fans only when they know they can count on you time and time again.
*Meet first, exceed second!
*Should be tattooed inside the eyelids of every Mgr. in the country!
*The key is having systems in place.
18
*Deliver the Vision….. Plus One!
*What is Plus One?
*Page 114 & 117
*The rule of 1% allows you to move ahead and go beyond the vision.
19
Recap:
1. Decide what you want
2. Discover what the Customer wants
3. Deliver the Vision, Plus one.
*Another keyword….. “Flexibility” ….. Visions change and we have to adapt all three of the above.
20
*The Human Relationship
*Pgs. 122-123
21
The End
Let’s “create” a Great year!!
22