Three levels of customer service

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Presentation transcript:

Three levels of customer service The expected level The desired level The unanticipated level “Once an organisation establishes a desired level of customer value, failure to maintain that level can be dangerous”. Source: Butz and Goodstein

Three brave questions for customers What are we doing that you like? What should we do that we are not yet? What are we doing that needs to be done better? Source: Denton

The four zones of customer service: Recommendation Normality Tolerance Rejection Source: David Freemantle

Four absolutes for customer service improvement A long term approach to customer service The passionate commitment of the top team A substantial investment on getting it right first time A positive attitude throughout the organisation Source: David Freemantle

The five dimensions of service Reliability: the ability to perform the promised service dependably and accurately Responsiveness: the willingness to help customers and provide prompt service Assurance: the knowledge and courtesy of employees and their ability to convey trust and confidence Empathy: the caring, individualised attention provided to the customer Tangibles: the appearance of physical facilities, equipment, personnel and communications materials Source: Tom Peters

Five ways to manage angry customers Don’t let them get to you Listen, and show you are listening Stop saying sorry Empathise – genuinely! Build rapport without concessions From: Alan Fairweather

Source: Jones and Sasser Six customer types Apostle Loyalist Defector Mercenary Hostage Terrorist Source: Jones and Sasser Source: Butz & Goodstein

Six common causes of complaints: Unmet expectations Limited choices Frustration Delays Unprofessional manner Difficulty getting in touch