SIMPLE ACTIONS – BIG RETURNS

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Presentation transcript:

SIMPLE ACTIONS – BIG RETURNS CONSULTING SIMPLE ACTIONS – BIG RETURNS

HOW DOES SERVICE AFFECT MY BUSINESS Customers will spend up to 10% more for the same product with better service. When customers receive good service they tell 3-4 people on average. When customers receive poor service they tell upwards of 20 people There is an 82% chance customers will repurchase from a company where they were satisfied There is a 91% chance that poor service will dissuade a customer from ever going back to a company A 1 star drop on a review site can affect a businesses revenue by 5%-9%

Verbal and Non Verbal Communication

THE BREAK DOWN 55% - Body Language 38% - Tone of voice 7% - What we say

THE RIGHT BODY LANGUAGE Smile Eye Contact How you look Attentive Hand Gestures Personal space Posture

The Wrong Body Language No Smile Shirt not Ironed Not Attentive Poor Posture 20% of customers say McDonalds staff Rude or Uninviting

It’s Not What You Say, It’s How You Say It TELEPHONE ETIQUETTE It’s Not What You Say, It’s How You Say It The moment you pick up a telephone, body language and visual perceptions disappear and your tone of voice becomes dominant. Pick up the phone in three rings – A Must! Greet the caller – What do we say Give your name - Why

10 THINGS NEVER TO SAY “No.” “I don’t know.” “That’s not my job./That’s not my department.” “You are right – that is bad” “Calm down.” “I’m busy right now.” “Call me back.” “That’s not my fault.” “You need to talk to my supervisor.” “You want it by when?”

Verbal Communication Do’s and Dont’s Wrong Approach Polite & Friendly Alternative “I don’t know.” “I’ll find out” “No.” “What I can do is” “That’s not my job.” “Let me get the right person to help you” “You’re right – this is bad.” “I understand your frustrations” “That’s not my fault.” “You need to talk to my manager” “Let’s see what we can do about this.” “I can help you” “You want it by when?” “I’ll try my best” “Calm down.” “I’m sorry” “I’m busy right now.” “I’ll be with you in just a moment” “Call me back.” “I will call you back, what is your telephone number”

Workshop 2 Follow-Up Provide Compensation Show Compassion Take Action Apologize