Building a Company for Customers Tim Wakelin

Increased customer choice

Stand Out - but how?

Institute of Customer Service TimelinessAppearanceCourtesy Quality and efficiency Ease of doing business Problem solving

Ask Yourself Are you/your team always on time? What first impression does your team/office give? Are your team courteous?.....always? Do you provide high quality efficient service? How easy is it to do business with you? What problems do you solve?

What customers want HelpfulKnowledgeable Left feeling valued

What is the customer experience ?

6 Point Customer Service Action Plan

#1 Back to basics

#2 Give them a free upgrade

#3 Reward great customer service

#4 Ask the customer

#5 Get a returns policy

#6 Ongoing customer engagement

Rule number #1