overview of customer care who is the “customer”? what is “customer care”? is it the same as...
Post on 17-Jan-2016
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Customer CareIs the customer always
right?
Overview of Customer Care
Who is the “Customer”?
What is “Customer Care”?
Is it the same as “Customer
Service”?
Why should we worry about it?
How can we improve it?
Who is the “Customer”?
INTERNAL
Everyone in your Company
EXTERNAL
The Consumer
the decision maker
his staff
his customers
Contracts Manager
Lead Foreman
Supervisor
Gardeners
Admin team
What is “Customer Care”?
How a Customer is looked after from start to
finish
Commitment
Loyalty
Nurturing
Love
BY ALL YOUR TEAM
Is it the same as “Customer Service”?
Service= right product at right place at right time
Care = understanding & supplying “Customer”
needs
building a strong relationships
universal involvement
striving to improve and satisfy
Why should we worry about it?
In order for our business to:
Survive
Develop
Grow
Be competitive
How can we improve?
How well do you know your
“Customer”?
What do you need to be
successful?
How do you implement
improvement?
Reasons for Customer Loss
Poor quality
Personality conflicts & lack of inter-personal
relationship
Poor response to queries/complaints
Financial constraints
New management
Competition
How do we prevent losing customers?
Quality Control
Personal relationship
24 hour response in
PERSON
How do we prevent losing customers? (cont…)
Continuity
Positive attitude
Regular
communication
The contract
Added value
How do we achieve good Customer Care?
Motivation
Commitment (from Top Bottom)
Teamwork
Regular Communication
Flexibility & willingness to change
Regular training (from induction
retirement)
How do we provide Customer Care?
Read Operations Manual
Appoint a “Champion”
Analyze & collate
findings
Empathy
Training program
Enthusiasm & commitment
Measure performance
Incentives for improvement
Regular meetings &
communication
How do we provide Customer Care? (cont…)
Results
Satisfied customers
Highly motivated
staff
Customer loyalty
Greater add-on sales
Increased sales
Increased profits
Summary
Patience & commitment
Ongoing
Priority
Lead by example
Positive attitude
Statistics
It costs 5 x MORE to attract a NEW customer than to retain an OLD
12 POSITIVE services make up 1 NEGATIVE service
7 out of 10 customers will employ you again if complaint resolved in
their FAVOUR
95% will employ you again if the complaint is resolved
IMMEDIATELY
Only 4% of dissatisfied customers will tell you their complaint
96% of dissatisfied customers will simply disappear
91% of dissatisfied customers will never come back
Businesses with poor quality of service
average:
1% margin on sales
2% annual loss in market share
Businesses with excellent quality of service
average:
12% margin on sales
6% annual gain in market share
Charge significantly higher prices
More Statistics
Why do Customers leave?
3% move away
5% develop other friendships
9% for competitive reasons
14% are dissatisfied with the
products
68% feel they are treated with
indifference
by the owner, manager or employee
Even More Statistics
YES - the customer is ALWAYS right!
YES - this affects:
YOU
Your BUSINESS
Your PROFITS!
YES - YOU must prioritise this problem
YES - you must act NOW
Conclusion
Good service is what
the customer defines it
to be
NOT what the provider
believes it to be!
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