Are you a CUSTOMER MANIAC?
100% TOTAL CUSTOMER
SATISFACTION
L.O.V.E
The Customer-centric culture
LOYALTY
My customer pays my bills.
Treat all customers like family.
My job is to put a smile on people's faces.
I cannot have a bad day at the office.
Making them happy makes me happy.
Perception = Reality
OWNERSHIP
My customer is my family.
It is my duty to care for them & make them feel
make them feel happy.
VALUE
Why should a customer pay?
Am I giving the best value for money
Why shouldn't they just go to the next service provider
EXTRA MILE
Create raving fans for life!
Always give people a reason to rave about your
about your products & services!
What does it mean to be Customercentric?
It simply means placing the
customer at the highest level of
priority in all business activities.
It is making the customer the
“center” of all efforts and
objectives.
Customer-centricity is
NOT a tactic, it is NOT a
strategy, it is NOT a model.
It is a CULTURE
What is Culture?
Culture refers to a way of life,
a naturally acquired way of
doing things, a system of
beliefs & ideals held as valuable
or sacred to US.
Why should a company be
Customer-centric?
NUMBERS DON’T LIE
68% of customers who stop buying from one
business and go to another will do so due
to poor or indifferent service.
82 % go somewhere else because of a specific
customer service issue.
Repeat customers spend 33% more than new customers.
Referrals among repeat customers are 107% greater
than non-customers.
It costs six times more to sell something to a likely
customer than to sell that same thing to a known
customer
Customers spend up to 10 percent more for the same
product with better service.
A customer will tell anywhere from 9 to 12
people when he or she gets good service.
When a customer receives poor service, he or
she will tell up to 20 people!
The likelihood that customers will
repurchase from a company whenever their
complaints are handled quickly and
pleasantly is 82 %.
How does being Customercentric make companies
successful?
Customer Service culture creates
Customer loyalty which makes businesses
profitable.
Profitability is a result of capturing
Customer lifetime value.
Loyalty improves Customer Equity.
This is the total combined customer lifetime
values of all of the company’s customers.
It creates efficient, friendly processes &
procedures.
Emphasizes the human side of the business.
Who are these Customers?
There are two kinds of customers
• Internal Customers
• External Customers
Internal Customers
This refers to every person under the
employ or payment of the company
and those involved in aiding the
company to create value.
This includes all staff, contractors
& suppliers.
Internal Customers
There is no way that the quality
of customer service can exceed the
quality of the people who provide it.
Internal Customers
Realize that your people will treat
your customer the way they are
treated.
Staff will follow examples not words.
Consistent rude customer service is a
reflection not as much on the
employee as on management (this
includes everyone).
External Customers
This refers to every person who
exchanges value with the company.
External Customers
These customers are won over solely by
the value offered
Quality of product + level of
customer service = VALUE
All relationships are built on
expectation & trust.
Trust is based on keeping promises.
Customer Service is based on
relationships.
What is a complaint?
Complaints aren't a nuisance, or something to
ignore. It is a chance to show the true character
of JOSKOS, to build the business and win a customer’s
heart.
Research shows that complaining customers are
overwhelmingly loyal and are complaining because
they care about your business and about the
service they receive.
What is a complaint?
They intend doing business with you
again in the future, and they want you
to set things right.
Only 10% of dissatisfied customers
actually complain.
ADVANTAGES OF SERVICE RECOVERY
It delights your customer.
It improves employee confidence.
It creates a desirable impression.
Assures customer loyalty.
Increased word-of-mouth advertising.
The B.L.A.S.T service
recovery
plan
Believe
Believe in what the customer is saying.
Have faith in the fact that your
customer is an honest and decent person.
Know within yourself that he/she is
justified to be upset and it is YOUR
responsibility to fix it.
Listen
Undivided attention, Pay attention to
the customer’s tone of voice & body
language, beware of assumptions.
Maintain eye contact & avoid all
distractions.
Know exactly what the problem is, NEVER
interrupt!
Anticipate
Understand customer expectations and
realize when you are falling short then
take action.
Put yourself in every customer’s shoes
and actively seek whatever problems they
may encounter before it is brought to
your attention.
Acknowledge & Apologize
Sincerity comes from the eyes & expression.
Never lie or make up excuses. Don’t start explaining why the problem occurred.
It is better to admit you don’t know than be dishonest.
Never apportion blame or speak badly about a customer, employee or the company.
Solve
Ask clarifying/probing questions.
Tell the customer what you CAN do; appear sure of what you are saying but
what you are saying but not arrogant.
Summarize, offer alternatives and act on the agreed-upon solution; get help
agreed-upon solution; get help if needed
Follow-up
Thank- YOU
Show genuine gratitude to your
customer for spending his precious time
to alert you of the bad service he
received.
Let him/her know you appreciate him/her
and will strive to do better.
make direct eye contact (do not stare).
still my internal voice to ensure I am
mentally present, alert & attentive.
restate the speaker’s main points to
Ensure that I heard correctly.
reflect on the speaker’s emotions, so that
he/she knows that you care about what
he/she is saying.
Asking questions to ensure that you
gain a perspective on the speaker’s view.
Summarizing the conversation, so that
you and the speaker are both clear and
on the same page and he/she is pleased
with your response.
Taking action based on the outcomes of
the conversation.
Feedback
Feedback is a mechanism for measuring how the
perception of the business matches up to the
expectation of the customer.
It also determines if the business interaction is
having undesirable effects on the customer.
It is often a free and accurate way to source
ideas for improvement.
Importance of feedback
Internal & External customers must be
able to have their say.
They must feel that their input is taken
seriously.
These inputs must be clearly reviewed &
appreciation showed for the
contributors.
Methods of getting feedback
• Customer feedback channels
• This interaction must be quick and not create an
inconvenience.
• Every new customer is an opportunity to learn
something you do not know.
Are you a CUSTOMER MANIAC?
How are you creating “Moments of
Truth”
100% Total Customer Satisfaction