Get Down to Business

Gaining the Customer

Satisfaction Edge

TR-13
 Get Down to Business

Gaining the Customer Satisfaction Edge

Service Statistics
Only 4% of customers ever complain.
For every complaint there are 26 other customers with
unresolved complaints, six have serious problems.
Up to 95% of customers who complain will do business
with you again if they feel you acted quickly and to their
satisfaction.
TR-13.2
 Get Down to Business
Gaining the Customer Satisfaction Edge

Service Statistics
A dissatisfied customer will tell up to 10 people.
Approximately 13% will tell up to 20 people.
Happy customers will tell between 3 and 5 people
about their positive experiences.
Costs 5-6 times more to attract customers than to
keep old ones.
TR-13.3
 Get Down to Business

Gaining the Customer Satisfaction Edge

Why Customers/Clients Stop Doing

1% Die
Business
3% Move away
5% Other reasons
9% Competition
14% Dont like the product or service
68% Indifferent attitude of sales
people
About 95% of the customers that quit
TR-13.4
will not tell you when or why they quit,
 Get Down to Business

Gaining the Customer Satisfaction Edge

Barriers to Effective
Listening with half an ear
Listening
Acting as the judge and jury
Tuning in and tuning out
Turning off ideas you dont agree with
Jumping to conclusions
Emotional and physical health
TR-13.5
 Get Down to Business

Gaining the Customer Satisfaction Edge

Ten Tips for Effective

Listening
Stop talking!
Put the customer at ease
Pay attention to the nonverbal languag
Listen for what is not said
Know exactly what the other person is s
TR-13.6
 Get Down to Business

Gaining the Customer Satisfaction Edge

Ten Tips for Effective

Be aware ofListening
tune out words
Concentrate on hidden emotional
meanings
Be patient
Hold your temper!
Empathize with the customer TR-13.7
 Get Down to Business

Gaining the Customer Satisfaction Edge

Customers evaluate service

quality

onReliability
five points. . . . . .
Assurance
Tangibles
Empathy
Responsiveness
TR-13.8
 Get Down to Business

Gaining the Customer Satisfaction Edge

Reliability
Perform and live up to promises
Dependable
Accurate

TR-13.9
 Get Down to Business

Gaining the Customer Satisfaction Edge

Assurance
Trust & confidence in you
Possess required skills & knowledge to
perform the job well
Answer questions
Product knowledge
Listening skills
TR-13.10
 Get Down to Business

Gaining the Customer Satisfaction Edge

Tangibles
Quality in what can be seen or felt
Physical facility
Equipment
Staff
Letters
TR-13.11
 Get Down to Business

Gaining the Customer Satisfaction Edge

Empathy
Caring and individualized

Available when customers need help

TR-13.12
 Get Down to Business

Gaining the Customer Satisfaction Edge

Responsiveness
Willingness to assist customers

Prompt service

Resolve problems quickly

TR-13.13
 Get Down to Business

Gaining the Customer Satisfaction Edge

Telephone Reminders
Greet the caller pleasantly and promptly
Identify yourself and your department to the caller
Use the callers name
Every call is an important one
Stress what you can do, not what you cannot do
TR-13.14
 Get Down to Business

Gaining the Customer Satisfaction Edge

More Telephone
Reminders...
Take the time to be helpful
Say, please, thank you, and youre welcome
Keep your promises; return calls promptly
Treat all callers as customers
Treat all customers as friends

TR-13.15
 Get Down to Business

Gaining the Customer Satisfaction Edge

More Telephone
Reminders...
When leaving messages, always leave your first and last
name and your telephone number
Do not leave a caller on hold for more than 30 seconds
without coming back on the line
Always ask, Is there anything else I can do for you?
before you say goodbye
TR-13.16
 Get Down to Business

Gaining the Customer Satisfaction Edge

When a Customer is
Dont argue
Angry
Listen carefully
Apologize and use reflective communication skills
Show empathy

TR-13.17
 Get Down to Business

Gaining the Customer Satisfaction Edge

When a Customer is
Angry
Thank the customer
Make restitution
Do what you promise
Follow up
Give them something TR-13.18
 Get Down to Business

Gaining the Customer Satisfaction Edge

Service Related

Phrases
I a g
i g h t ree
re r w ith y
You .. ou t
n d . I r h a
r s t a e s pe c t ...
n de t that.
I u ..
I respect you for...
I appreciate that...
TR-13.19
 Get Down to Business

Gaining the Customer Satisfaction Edge

Rewards for Excellent Customer

Service
Increased customer loyalty
Positive word-of-mouth promotion
Happier customers
More productive and happier employees
Smoother working operations
Increased intangible competitive advantage
TR-13.20