1. Presented by Randi Busse Workforce Development Group, Inc.
Turning Rants Into Raves Turn Your Customers On Before They Turn On YOU!
Presented by Randi Busse
Workforce Development Group, Inc.

2. Clients Patients Members
Who Are You Serving?
Clients
Customers
Consumers
Patients
Members
Associates
Your clients’
customers
Businesses

3. Why Are They Calling You?
Help
Answers
Information
Advice
Reassurance
Appointment
Purchase

4. What’s Important To Them?
Competence, knowledge and expertise
Responsible, demonstrated ownership
Respectful treatment
Active listening
Friendliness and professionalism
Personalized service
Make it easy!

5. A Reality Check
According to a study done by Bain and Company, 80% of organizations surveyed felt they were doing a great job in delivering good customer experiences. When their customers were asked, only 8% agreed.

6. Are YOU Satisfying YOUR Customers?
“Bad customer service makes me want to murder.”
“Thank you for your terrible customer service and unwillingness to help.”
“You need to train your employees better. One just hung up on me.”

7. Satisfaction is Temporary
A “satisfied” customer is
a former customer waiting to happen.

8. A Complaint Is a Four-Letter Word

9. Customers Are Talking
Provide them with a good experience, and that’s the story they’ll tell. Provide them with a bad experience, and that’s the story they’ll tell. Louder. And to more people.

10. Where Are Customers Talking?

11. Customer Service Drives the Four Rs
Referrals
Reputation
Retention
Revenue
More business from customer
Longer relationship with customer
More business through customer
More influence thanks to customer

12. Rant or Rave?
Your customers are either ranting or raving about their experiences with your company. Whether they RANT or RAVE depends on who took care of them and how they were treated.

13. Meet Rant
I am off to work to provide excellent customer service and pretend to give a crap! LOL

14. Employees Are Talking…
“I hate trying to be happy and friendly to customers when I’m grumpy.”
“I wish I could punch all the customers.”
“I hate my job, I hate my boss, I hate my customers.”

15. I have the power to do what’s right for the customer.
Meet Rave
I have the power to do what’s right for the customer.

16. Wish They’d Say This!
“I love making customers happy.” “I enjoy helping customers and solving their problems.” “I look forward to coming to work every day.”

17. Five Principles To Turn Rants Into Raves
Think Like An Owner
Build A Relationship
Remove The Roadblocks
Walk In Your Customer’s Shoes
Capture Your Customer’s Heart

18. 1. Think Like An Owner
Make decisions, solve problems and do what’s right for customers as if you’re the owner of the company.

19. Running a business would be WAY easier without any customers.

20. Reflect
Employees don’t know what you think. They only know what you do. What can you do differently to SHOW them how you would like them to treat customers?

21. 2. Build A Relationship
Establish rapport, demonstrate you care and show genuine interest in your customers and their needs.

22. I’m the one who’s responsible for them and in the end, I want them to come back.

23. Reflect
Does the relationship you build with your employees reflect the relationship you want them to build with your customers?
Speed is important, but so is taking a bit of time to observe and listen to a customer’s stated and unstated needs.

24. 3. Remove the Roadblocks
Eliminate obstacles that get in the customer’s way of doing business with you.

25. I always try and find out what the customer wants
I always try and find out what the customer wants. They‘re here for a reason. Sometimes you have to try to decode what they say and do and convert that into what they want…

26. Employees often feel their hands are tied by corporate policies that focus on bottom-line needs rather than those of the customers they’re supposed to serve.

27. Reflect
Does your company empower employees to make decisions that solve problems for customers? Are there limits? Do you know them?

28. 4. Walk In Your Customer’s Shoes
Think about your customers, what they want and how they want to be treated.

29. I try to put myself in their place and identify how I would like to be treated in that situation.

30. Reflect
How do you stay mindful that customers are human beings trying to get their needs met?

31. 5. Capture Your Customer’s Heart
Create an emotional connection with your customers that make them feel special and appreciated.

32. What do you want me to do about that?

33. Reflect
Do employees in your company know what it means to go above and beyond? Are they all motivated to do so?

35. If you don’t take care of your customers…

36. Workforce Development Group, Inc.
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