How to keep your head when everyone else is losing theirs
When it comes to customer service, you want to satisfy customer needs so that they keep coming back. But how many times have you heard “Go the extra mile” or “Underpromise and overdeliver”? If you go beyond meeting customer needs, the customer is extra happy, and that’s a good thing, right? The short answer is no. Setting the bar too high can hurt you in the end. In this course, we want to talk about why that’s the case. We want to help retrain your customer service brain to simply satisfy, not exceed expectations, so your customers are happy, but don’t expect more than they should.
What exactly does it take to have a good conversation that would be considered good service? How do we deal with others with good customer service? Great customer conversations can be achieved with these five easy steps: Prepare, Greet, Act, Offer, and Thanks. That makes a great customer conversation.
Experts say that acquiring new customers can cost anywhere from five to 25 times more than retaining new ones. So, customer loyalty is very important. When it comes to gaining said loyalty, are you minding your Ps and Qs? How about just your Ps? In this course, we look at the four Ps for keeping that precious customer. These include products, processes, performance, and last, but not least, your polite and professional people.
When you are wearing your uniform and name tag, you ARE the brand. You have an obligation to look and be at your very best when you wear that logo. There’s a lot that goes into making sure you properly represent your brand – your clothes, your hair, how you drive, and more. In this program, we’re going to talk about the way you present yourself and how it can help you be the brand.
Customers like to buy from people they like. How do you get people to like you? Well, you must be honest and reliable. You must offer fair and competitive pricing, and you must be competent and friendly. However, there’s more to it than being well liked when it comes to satisfied customers. In this course, we’ll look at the FedEx Corporation and their approach to customer satisfaction. Through their creation of Service Quality Indicators (SQIs), FedEx has the ability to discover what their customers value the most. We’ll discuss how to apply their system to your customers.
Now that you understand what Service Quality Indicators are, and you know what your customers expect of you, it’s time to figure out what’s important to your customers BEYOND the SQI. If you ask them, “Why are you in business?”, the answer is usually pretty simple: to make money! This course will take you through the different ways to generate revenue, so your customers see you as a tool to help them reach their business goals.
We’ve covered Service Quality Indicators and the things that you can do to increase your customers’ revenue. The final component to providing valuable customer service is helping your customers decrease expenses. In this course, we’ll cover the five things that make up expenses and discuss the three largest expense items for organizations: Cost of goods, cost of labor, and direct expenses. We’ll also go over the different ways that you can help reduce those numbers for your customers.
A survey of retail customers revealed that there are five things customers want in their retail experience. They want a knowledgeable associate, satisfaction, personalized service, online and offline integration, and they want fun. Let’s take a look at each of these.
In retail customer service, it’s important to know who your customers are, so you can identify the best way to interact with them and sell to them. This series will make your life easier and provide you with a satisfied customer.
If you’re positive, your actions and communications will be positive, and in turn your interactions with your customers will be positive. There will always be someone you can’t please, but by eliminating certain phrases, you’ll increase your probability of a satisfied customer.
Feedback is a gift. If you’re lucky, your customers are giving you feedback. Feedback tells you what you’re doing well and what you’re not doing well. And since you’re striving to give exceptional customer service, you want to receive feedback, both good and bad.
Upselling is an art and it’s one you need to master if you’re in retail. It’s a delicate balance of communication, product knowledge, and the power of suggestion. The problem with most upselling is that it happens at the wrong time. A successful upsell is more than asking “Would you like anything else?” It’s about you demonstrating a value to your customer.
Being a manager is difficult. Being a manager in the world of retail is even more difficult. Not only are you responsible for achieving store goals which include sales, upsells, shrink, and customer satisfaction, but also your success is dependent on the people who work for you.
We’re going to cover the basics of using the phone in a business setting. If you work in an administrative role where answering the phone for your office is a major part of your duties, then you should find this very helpful. If you’re someone that just takes phone calls on occasion, you’ll find these tips useful as well.
Taking a phone call obviously isn’t rocket science, but we can all pick up some bad habits. Here are some tips to taking a phone call.
We want to communicate to the person who’s calling us that they’re the most important thing. However, when we have to put them on hold, it says exactly the opposite. In this program you can learn some techniques that makes it easier for the caller when they’re placed on hold.
If answering the phone is a part of your daily duties, then you take a lot of messages. Here are two things that will help you: creating a plan and collecting information.
Dealing with angry callers can be a burdensome part of your job. While these situations may be difficult or even unpleasant for you, they’re great opportunities to change these unhappy callers into satisfied customers. Here are some tips that will help you turn the unhappy into happy.
Have you ever called a business, and it was impossible to connect with a human being? You went through prompt after prompt, hit the pound key a dozen times, and never actually talked to a person. It’s time to learn about good business phone etiquette.
How’s your customer satisfaction doing? Are you improving or declining? Holding steady? How do you know? You might THINK you’re doing well, but you don’t REALLY know. Do you? So let’s fix that! In these programs we’ll explore the importance of feedback, different ways to get valid feedback, who to get feedback from, and how to take action on it.
You may not realize how your customers view your company until you ASK them. One of the more popular ways of doing this is to gather feedback by conducting surveys. There are many different types of survey methods: phone, email, online – and even more reasons why a business might conduct them.
According to Pew Research, 24% of American adults post comments or reviews online. The Touch Agency tells us that there are something like a MILLION tweets regarding customer service every single week. Of those tweets, nearly 80% of them are negative. Entrepreneur Magazine states that 38% of users who shared or favorite an item on Facebook, Twitter, or Pinterest went on to purchase the item. What does this mean for your company?
Gathering feedback from your customers is great, but it’s not enough. After you’ve created focus groups and advisory boards or created surveys you have to DO something with the feedback! Loyal customers can be worth up to 10 times as much as their initial purchase
and using what they tell you about your company is a great way to create loyal customers.”