Creating A "Wow" Customer Service Experience

Creating A Wow Customer Service Experience

quote

I believe that if you treat your customers and employees right, they will take your business to the top.    - John Tschohl

quote

Book John For Your Next Event

Half Day or One Day Seminar

You must provide awesome, incredible service. In today's social media world especially, service recovery puts the wow! into service and generates word-of-mouth advertising you couldn't buy if you wanted to.

BUILDING MARKET SHARE THROUGH A SERVICE STRATEGY

  • Being the Best in Class for Service
  • Achieving a Rating of at Least 8 out of 10

FINANCIALLY - WHAT IS THE IMPACT

  • Improve Market Share
  • Significantly Increase Capital Value
  • Minimum of 25% Growth in Value of Stock/Company
  • Increase Revenues 25%

STEPS TO ACHIEVE FINANCIAL RESULTS

  • Creating Customer Friendly Systems, Policies, & Procedures
  • Increasing Speed - Become Another Amazon
  • Reducing Costs: Stupid Policies & Under Performing Employees
  • Training Everyone on Customer Service Every 3-4 Months With a New Program
  • Building a Leadership Team Focused on a Service Strategy

VALUE OF A BRAND BUILT AROUND SERVICE

  • Word-of-Mouth Advertising
  • Image
  • More Repeat Sales
  • Stock Premium of 25%

SERVICE LEADERS

  • Southwest Airlines
  • Vail Resorts
  • Amazon
  • Costco
  • Northeast Delta Dental
  • Wilderness Safari Africa
  • Metro Bank London

FALLEN SERVICE LEADERS & FINANCIAL IMPACT

  • Wal-Mart
  • Dell
  • JetBlue
  • Commerce Bank

Back

WHAT HAPPENED-WHY

  • Selected CEO's with Financial Background Instead of Customer Service Vision
  • Got Bored
  • Felt they Had Arrived
  • Unwillingness to Train All Employees

SOCIAL ECONOMY

  • Poor Response can Kill You
  • Facebook, Twitter, Google, Trip Advisor
  • Damage Control Skills

FIVE CRITICAL STEPS TO ACHIEVE "WOW" CUSTOMER EXPERIENCES

  • Need a service Strategy
  • Change your Paradigm -- Your Now in the SERVICE BUSINESS
  • Policies & Rules Have to Be Changed
  • Hiring & Firing Non Performing Employees from Top to Bottom. Start Hiring only the "Cream"
  • Training Everyone on Customer Service Attitudes, Principles and Skills

RULES, POLICIES & PROCEDURES TO CHANGE OR ELIMINATE TO BECOME CUSTOMER FRIENDLY

  • Savings Impact From Elimination of Stupid Rules
  • Brand Position Increase
  • List Top 10 Rules/Policies to Change Based on Savings & Customer Experience