Engineering Happiness- The essence of Customer support - WCAhmedabad2018

Transcript

1. Engineering Happiness The Essence of Customer Support Raja Mohammed @raja_maks
2. Agenda 4 3 2 1 Why most of the customer service fail to deliver happiness The essentials of engineering happiness Customers as your promotors Dealing with difficult customers
3. What is not customer support/service
4. Why Engineering Happiness is important ? - High retention rate - Loyal customers - Increase in Market credibility - Committed executives - Doesn’t cost anything
5. Why most service fail to deliver happiness 01
6. Failing to travel the extra mile Most customer service does not offer poor customer service but they fail to engineer happiness. - Lack of initiative - They are mostly process focused and transactional - Lack of values or emotional attributes - Lack of enthusiasm to serve
7. The essentials of engineering happiness 02
8. 2.1 Voluntary and unconditional enthusiasm
9. An example of involuntary and mechanical service (Example from the movie English Vinglish )
10. 2.2 Express genuine interest
11. 2.3 Paying attention to details
12. 2.4 Unique and credible knowledge
13. 2.6 Right use of technology and assets
14. 2.6 Be Accessible
15. The essentials overview - Voluntary and unconditional enthusiasm - Paying attention to details - Express genuine interest - Unique and credible Knowledge - Right use of technology and assets - Be Accessible
16. Your customers can turn as your promotors 03
17. Promotor is a customer who is less price- sensitive, has higher repurchase rates and is responsible for 80 to 90 percent of positive word-of-mouth about a company or brand - According to Bain & Company
18. Customer loyalty influencing factors - Display a sense of urgency - Treat customer problem as your problem - Remember customer preferences - Be responsive and appreciative - Offer sincere complements - Take a extra mile.
19. Happy Customers do great business Returning customers spend an average 67% more than first-time customers. - Bain and company
20. Happy Customers do great business Up to 15% of a business’s most loyal customers account for 55-70% of the company’s total sales. - The Center for Retail Management at Northwestern University
21. Creating Happy Customers guarantee great business 48% of consumers say that the most critical time to gain their loyalty is when they make their first purchase or begin service. - ClickFox Brand Loyalty Survey
22. Dealing with difficult customers 04
23. A difficult customer is an outcome of the service or the product which is not delivered as promised
24. Difficult customers may expose the flaw - Customers complain mostly because their expectations were not met - They are not hard to please unless treated with policy and terms and conditions - Listen to the customer patiently even if he/she is furious - Do not argue or try to contradict - An Apology may also be in order - Complete the order with some bonus or reinforce earlier apology - Its your chance to fix the missing gap between promised and served - There are exceptional cases
25. Customer support is voluntary action served with great enthusiasm to solve the customer issues
26. The Essence of Customer Support Raja Mohammed @raja_maks