outrageous customer service for smarties biz

8/6/2019 Outrageous Customer Service for Smarties BIZ

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Outrageous Customer Service for SmartiesWhy Were Driving Customers AwayAnd What To Do About It!

AUTHOR: Richard Andreini

PUBLISHER: Andreini EnterprisesDATE OF PUBLICATION: 2004

NUMBER OF PAGES: 150 pages

Book pic


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Outrageous Customer Service for Smarties by Richard Andreini

THE BIG IDEA

Provide good customer service so itseasy to do business with thecustomers.

The book explains the importance ofcustomer service and provides tipsand techniques that can transformcorporations and businesses.


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What Is A Customer?

Customers are:

The most important people.

Not dependent on you; you depend on

them.

Not an interruption of your work; theyare the purpose of it.

Part of your business.

Flesh and blood like us.

Not to be argued with because you lose

if you do. People whose want you have to fill

profitably for you and by you.


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Handling Complaints and When You

Have To Say No!

Think of each complaint as an

opportunity to become accepted andto make a positive impact on a

customer.

It would be best to offer alternative

solutions instead of making excuses

and blaming people.

What Is A Customer?


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What Are Our Customers Expectations?

Tools used to know the customers

expectations:

Surveys and questionnaires.

Meetings with customers. Comment cards.

Employee training and refresher

classes.

Tracking repeated business

transactions. Brainstorming at company meetings.

Who Is Our Customer?


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Customer service is important because: We now live in a Service Economy where the

primary product is service itself.

It is the competitive edge.

Customers buy expectations and benefits that

we promised them.

Good customer service:

Is demanded and wanted by customers.

Makes customers happy and satisfied.

Keeps the customers coming back.

Attracts new customers. Keeps us in the business.

Is the ReasonWhyWe Are In The Business.

Why is Customer Service Important?


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Customer Service is a Philosophy -

Wrong Philosophy versus the

Right Philosophy

Good customer service should

start within the company and

should be taught to all the

employees.

Why is Customer Service Important?


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Four Basic Principles of Outrageous

Customer Service

1. Utilize high-tech and high-touch

systems, procedures and processes

2. Create and maintain an environment forpresence, awareness and excellence

3. Develop state-of-the-art customer

service and warrantees that shut-out

competition (here comes in Outrageous

Customer Service)4. Be unique and maximize convenience to

win back old customers.

What is Outrageous Customer Service?


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The Cycle of Good Service + 10 CriticalBehaviors That Define First Class Service

Ten Critical Behaviors

1. Be prompt in providing help and assistance.

2. Smile, be polite and sensitive.

3. Recognize and call the customers by their

names.4. Stick to the topic on hand, do not side track.

5. Provide answer to all the questions.

6. Offer additional products.

7. Empathize and thank the customer for thesale.

8. Make a note of the products that you do nothave that the customers are looking for.

9. Explain the outrageous warranty or returnpolicy to develop confidence and hospitality.

10. Ask the customer to fill out survey andcomment forms.



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Best andWorst Customer Service List

Top Ten Commandments Of Customer Service:

1. Care about your employees and treat themwell.

2. Praise and recognize your employees.

3. Know and listen to your customers.4. Believe that customer service delivers profit.

5. Train and empower your employees.

6. Clarify your service strategy.

7. Remove all processes and procedures thatare unfriendly to customers.

8. The company culture must be totallypractical about customer service.

9. Continually improve your service levels.

10. Remember that everyone has customers.


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Telephone Policy

Specific procedures in answering the

phone are limited to few companies. Avoid as much as possible having

the customer wait for someone to

answer the call.


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How to Implement Outrageous Customer

Service

Step 1: Know your companys vision of the

company and the manifestations of Outrageous

Customer Service.

Step 2: Know your companys Outrageous

Customer Service vision.Step 3: Review the Four Basic Principles of

Outrageous Customer Service.

Step 4: Implement high-tech and high-touch

systems, procedures and processes.

Step 5: Appoint a team and a leader for each of

the procedures and have them formulate five major

goals that have to be achieved.


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Step 6: Try functionality of the models, processes

and procedures.

Step 7: Create and maintain an environment for

presence, awareness and excellence.

Step 8: Appoint a team and a leader for each ofthe procedures and have them formulate five major

goals that have to be achieved.

Step 9: Try functionality of the models, processes

and procedures.

Step 10: Develop state-of-the-art customer service

and warrantees that shut-out competition.


Service


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Step 11: The True Unconditional Warrantee Kill all the qualifiers.

Be certain no competition can match it.

Make sure that you can do it.

Assign the cost to doing it.

Measure the positive effect of it.Step 12: Things that we can offer to win a

customer back

Coupons

Discounts

Follow up policy Brainstorming

Step 13: Know the hours that are Convenient for

the Customers


Service


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Agenda, Materials, and Tips for an All-Day,Offsite, Outrageous Customer Service

Workshop

Develop high-tech and high-touch systems,

procedures and processes.

Outrageous Customer Service Model

Strategic Customer Service Plan

Right People Model

Employee Internal Service Goals

Measurement system

Customer Marketing Communications and

Information Systems Customer Satisfaction Measurement Process

CustomerProfile and Development system

Great Customer Service Ideas Systems


Service


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Web Site Strategy Order Fulfillment Process

Complaint an No System

Telephone procedure

Create and maintain an environment for presence,

awareness and excellence. Facility

Appearance and attitude of employees

Product maintenance, packaging and shipment

Word of mouth

Community involvement

High profile CEO

Benchmarking with competitors

Develop state of the art customer service and

warrantees that shut-out competition.


Service


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outrageous customer service for smarties biz

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