RUSH FOCUS

Increased Customer Retention & New Customer Acquisition Through Heroic

Customer Service

Jayson Driver(905)650-4596Jayson.D,Driver@Gmail.com

UNPLANNED/RUSH NEEDS = STRESS FOR CUSTOMER

CUSTOMER

NEEDS FASTENERS, PARTS, INDUSTRIAL SUPPLIES TO KEEP BUSINESS RUNNING

• FRUSTRATED• PANICKED• UNSURE• STRESSED

I NEED HELP

• EMERGENCY• UNPLANNED ORDER• USUAL VENDOR FAILED • BREAKDOWN• SHUTDOWN• SHORTAGE

SAYING “NO” TO CUSTOMERS’ RUSH NEEDS

CUSTOMER ORDERS & INQUIRIES

CALL WENT TO VOICEMAIL

ITEM NOT IN STOCK

URGENCY NOT UNDERSTOOD SLOW RESPONSE TO CUSTOMER

ATYPICAL LOGISTICS BUREAUCRACY

NO SOLUTION OFFERED

= PROFIT DOWN THE DRAIN

BIG STUFF - CAPTUREDHEROIC STUFF - LEAKING

WHAT HAPPENS WHEN WE SAY NO?

REGIONAL INDUSTRIAL SUPPLIERS

LOCAL INDUSTRIAL SUPPLIERS

SEARCH THE INTERNET

WASTE TIME...

CUSTOMER

I HOPE THEY

HAVE IT!• LOST ORDERS

• UNSATISFIED CUSTOMERS• LOST CUSTOMERSCUSTOMERS WILL CALL

COMPETITORS

WHAT IF WE COULD SAY “YES” MORE OFTEN?

> CUSTOMER SATISFACTIONDON’T GIVE COMPETITORS A

CHANCE!

NEW CUSTOMERS:WIN COMPETITORS’ CUSTOMERS

UNPLANNED/RUSH NEEDS = OPPORTUNITY

WHAT IS HEROIC CUSTOMER SERVICE?

IDENITIFIES & PROPOSES SOLUTION

MAKES IT HAPPEN

• ANSWER CALL• LISTEN• ASK QUESTIONS• UNDERSTAND NEED

& URGENCY

SAYS YES OR TAKES ACTION

FOR IMMEDIATE FOLLOWUP

WHAT HAPPENS WHEN WE SAY YES?

RELIEF

REFOCUS ON OTHER

WORK

BECOMES INTERNAL

HEROINCREASED

TRUST & LOYALTY

GIVES RECOMMENDATIONS

THAT’S HEROIC CUSTOMER SERVICE!

CUSTOMER OUR SALES, PROFITS &

CREDIBILITY

INTRODUCING…

1-800-XXX-XXXX

HERORUSH.XXX• SOLVE CUSTOMERS’ & PROSPECTS’ MOST CRITICAL PROBLEMS

• SAVE CUSTOMERS TIME & MONEY • ADD HIGH MARGIN SALES • BECOME CUSTOMERS’ HERO!