Training4Excellence copyright © 2007

 If Only  Here is Edward Bear, coming downstairs now, bump, bump, bump, on the back of his head, behind Christopher Robin. It is, as far as he knows, the only way of coming downstairs, but sometimes he feels that there is another way, if only he could stop bumping for a moment and think of it. Training4Excellence copyright © 2007

 WHAT IS THE YOUR COMPANIES DIFFERENCE  Product  Quality  Reliability  Speed  Service  PEOPLEYOU!!!!! Training4Excellence copyright © 2007

 Doing things right  DOING THE RIGHT THINGS Training4Excellence copyright © 2007

 Tests of service  Keeping the promises  How ever many you make  Documentation responses within 2 days  Positive employee attitudes  Pro active communication  Being knowledgeable  Swift reparation  Front line ownership Training4Excellence copyright © 2007

 OVERVIEW  The growing importance of customer care  The cost of losing customers  How to make your customer’s strategy useful to you  How to make every customer contact a positive one  How delivering service excellence delivers value into the future Training4Excellence copyright © 2007

 More Information  Internet  Faster than ever  Everything is on your desktop  More competition  Customer has more choices  Global village is here  Product similarities  Technology similarities  We need to differentiate ourselves as a supplier Training4Excellence copyright © 2007

 What can we do to keep customers  How can we differentiate ourselves  A company can only outperform its rivals if it can establish a difference that it can preserve.  Michael Porter Training4Excellence copyright © 2007

Servicing support, warranty, installation, customer service, communications Features, style, quality, brand. Core benefit Training4Excellence copyright © 2007

 Traditional customer service  Meet expectations  Be competent  Do it fast  Exceptional customer service  Exceed expectations  Be strategic  Do it now Training4Excellence copyright © 2007

 OVERVIEW  Difficult Situations  Assertiveness  Techniques for building rapport  Repairing Relationships  Assessing the customers feeling at the end of it all Training4Excellence copyright © 2007

 YOUR MOST UNHAPPY CUSTOMERS ARE YOUR GREATEST SOURCE OF LEARNING?  Bill Gates  WHY IS THIS Training4Excellence copyright © 2007

 4 Stages of learning  Unconscious Incompetence  Conscious Incompetence  Conscious Competence  Unconscious Competence Training4Excellence copyright © 2007

 Communications  Face to Face  55% Body language  38% Tone of voice  7% Words used  Telephone  82% Tone of voice  18% Words used Training4Excellence copyright © 2007

 Barriers to listening  What are they?  What is active listening  How do we ensure we listen Training4Excellence copyright © 2007

 Verbal and Non Verbal communication  Verbal  Language  Tone  Pitch Training4Excellence copyright © 2007

 What customers expect?  Speed  Kept informed  Fairness  Friendliness and helpfulness  Dealing with a named person  Research shows  Once a customer has to contact you more than three times to resolve a complaint 16% may still buy Training4Excellence copyright © 2007

 OVERVIEW  Improving communications  How to manage customer expectations  Delivering bad news  The value proposition and its impact on the team  Developing internal customer service performance Training4Excellence copyright © 2007

 What are the essentials needed  Strategy  Empowerment  Attitude  Infrastructure  Responsibility  Accountability  PEOPLE Training4Excellence copyright © 2007

 Value drivers  Operational excellence  Product leadership  Customer intimacy

Training4Excellence copyright © 2007 Value DriverPurchasing FocusIdeal Supplier Operational excellence Logistics, e- commerce, inventory Excellent systems Product leadershipSupplier partnerships, lead times Leading R&D, innovative Customer intimacySupplier relationships Flexible, responsive, experts

 What is Value a Proposition?  A value proposition articulates the essential benefits and experiences the customer can expect to get from you and how that combination is superior to other choices. Training4Excellence copyright © 2007