Upgrade to Pro — share decks privately, control downloads, hide ads and more …

Customer Care by David DiCara

firstfriday
October 05, 2012
120

Customer Care by David DiCara

firstfriday

October 05, 2012
Tweet

Transcript

  1. © DiCara Associates Dec 2011 1
    Excellence in Customer Care
    Top Tips

    View full-size slide

  2. ©DiCara Associates Dec 2011 2
    Excellence in Customer Care
    Customers
    are the most important part of your business
    your business cannot exist without them
    Treat them like treasures
    Show you care about them

    View full-size slide

  3. © DiCara Associates Dec 2011 3
    Excellence in Customer Care
    You must know and understand
    your customers,
    what they want and
    how they feel about you
    understanding will help you deliver the right product
    in the right way at all times

    View full-size slide

  4. © DiCara Associates Dec 2011 4
    Excellence in Customer Care
    Customer service is the process of
    delivering your goods and services
    to your customers
    Customer care is the attitude with which
    they are delivered how that attitude is
    perceived by them
    Make sure that perception is as good as it can be

    View full-size slide

  5. © DiCara Associates Dec 2011 5
    Excellence in Customer Care
    Treat your customers
    as you would wish to be treated
    when you are a customer yourself
     consider your last shopping experience, did you feel the supplier
    cared about you?

    View full-size slide

  6. © DiCara Associates Dec 2011 6
    Excellence in Customer Care
    Good customer care
    is less about what you do
    and more about how you do it
    even if you do the wrong thing
    you can still maintain good customer relations

    View full-size slide

  7. © DiCara Associates Dec 2011 7
    Excellence in Customer Care
    You only get one opportunity
    to make a first impression
    Make sure it is as good as it can be

    View full-size slide

  8. © DiCara Associates Dec 2011 8
    Excellence in Customer Care
    Your customers expect good service
    don’t expect praise when you deliver it.
    They don’t expect bad service, so expect
    complaints if that is what you give them
    Manage customer expectations, be specific about what you do

    View full-size slide

  9. © DiCara Associates Dec 2011 9
    Excellence in Customer Care
    Customers generally
    don’t want to or like to complain
    Deal with them speedily, sympathetically and without rancour
    Learn from every complaint

    View full-size slide

  10. © DiCara Associates Dec 2011 10
    Excellence in Customer Care
    It is considerably more expensive
    to gain a new customer
    than the keep an existing one
    Research has shown between 5-10 times the cost

    View full-size slide

  11. © DiCara Associates Dec 2011 11
    Excellence in Customer Care
    In a difficult market place
    quality customer care can give you
    a distinct edge over other businesses
    And it needn’t cost you a penny extra!

    View full-size slide

  12. © DiCara Associates Dec 2011 12
    Excellence in Customer Care
    Investment in improving customer care
    will reap rewards
     better customer retention
     increased business growth
     improved profitability
    and a happier working environment for all

    View full-size slide

  13. © DiCara Associates Dec 2011 13
    Excellence in Customer Care
    Keep your promises
    do what you said you would do
    when you said you would do it
    Better to under promise and over deliver

    View full-size slide

  14. © DiCara Associates Dec 2011 14
    Excellence in Customer Care
    Customer trust and confidence
    can take an age to build
    and only an instant to destroy
    Confidence breeds loyalty

    View full-size slide

  15. © DiCara Associates Dec 2011 15
    Excellence in Customer Care
    Good customer care requires
    total commitment by
    everyone in the organisation
    from the Board to the shop floor
    A partial buy-in will NOT work

    View full-size slide

  16. © DiCara Associates Dec 2011 16
    Excellence in Customer Care
    Where is the rocket science?
     Smile
     Say hello
     Engage
     Say please
     Say thank you
     Say goodbye
     Smile

    View full-size slide