Customer Care by David DiCara

Transcript

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