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Customer CareIs the customer always
right?
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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?
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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
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What is “Customer Care”?
How a Customer is looked after from start to
finish
Commitment
Loyalty
Nurturing
Love
BY ALL YOUR TEAM
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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
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Why should we worry about it?
In order for our business to:
Survive
Develop
Grow
Be competitive
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How can we improve?
How well do you know your
“Customer”?
What do you need to be
successful?
How do you implement
improvement?
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Reasons for Customer Loss
Poor quality
Personality conflicts & lack of inter-personal
relationship
Poor response to queries/complaints
Financial constraints
New management
Competition
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How do we prevent losing customers?
Quality Control
Personal relationship
24 hour response in
PERSON
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How do we prevent losing customers? (cont…)
Continuity
Positive attitude
Regular
communication
The contract
Added value
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How do we achieve good Customer Care?
Motivation
Commitment (from Top Bottom)
Teamwork
Regular Communication
Flexibility & willingness to change
Regular training (from induction
retirement)
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How do we provide Customer Care?
Read Operations Manual
Appoint a “Champion”
Analyze & collate
findings
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Empathy
Training program
Enthusiasm & commitment
Measure performance
Incentives for improvement
Regular meetings &
communication
How do we provide Customer Care? (cont…)
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Results
Satisfied customers
Highly motivated
staff
Customer loyalty
Greater add-on sales
Increased sales
Increased profits
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Summary
Patience & commitment
Ongoing
Priority
Lead by example
Positive attitude
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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
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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
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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
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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
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Good service is what
the customer defines it
to be
NOT what the provider
believes it to be!