Extraordinary Customer Service from the Learning Resources Network (LERN)

1. Extraordinary
Customer Service

2. info@lern.org
www.lern.org

4. 1.Think of a poor customer service
experience
2.Think of an extraordinary
customer service experience

5. Extraordinary Customer
Service
1. Why?
2. Customers
3. Skills
4. Processes

6. 1. Why is Customer Service
Important?
• Extraordinary Customer Service is
Simple
• Helps Your Bottom Line

7. Why Customers
Leave
1. Poor Quality
2. Poor Customer Service
3. Lack of Something New

8. 6 times more expensive to
recruit a new customer
than have a current one
return

9. Repeat Rate
Repeat Customers ÷ Customers Year 1 = Repeat
Rate
Target Repeat Rate 30-50%

10. Extraordinary Customer
Service
1. Why?
2. Customers
3. Skills
4. Processes

11. 5 Stages of
Attachment
5. Advocacy
4. Community
3. Relationship
2. Identity
1. Awareness

12. “I know you exist.”1. Awareness
2. Identity “You have something for me.”
3. Relationship“I think that the benefits will outweigh
the risks. I register.”
4. Community
“The benefits do outweigh the risks. I like the
information and people. Let me try again.”
5. Advocacy
“You guys are the greatest. I am going to tell all of my friends!!”

13. Don’t you find it odd that people will
put more work into choosing their
mechanic or house contractor than
they will into choosing the person
who grows their food. Joel Salatin

14. Product vs. Service

15. Your Customers
1. Want money’s worth
2. Quality & service
3. Evaluate purchases continuously

16. Who will register next time?
Registered
Before
Same
Demographic
Characteristics
Returning Customers Refer Other Customers

17. Small
businesses - zip
code
Market Segments
1. 2 demographics per
segment
Seniors <30
minutes
Single college
students

18. Best Customers
1. 20% that generate 80% income
2. Find them
• Most Recent
• Monetary Value
3. Survey
• Birthdate - community
• Occupational speciality - professional

19. With your best
customers
1. Tell them
2. Add value

20. Extraordinary Customer
Service
1. Why?
2. Customers
3. Skills
4. Processes

21. 1. Smile when talking
2. Stop, Listen, Repeat

22. x’s
3. Inquiry 24 Hour Rule
4. Follow-up inquiries 3
Times

23. 5. Special Touch
6. Thank You &
You’re Welcome

24. 7. Email
1. Respond Same Day
2. Thank You
3. Contact Information
4. Provide Further Assistance
5. Other Products
6. Acknowledge Other Email

25. 9. Names
8. Voice Mail &
eMail
• Information
• Options

26. 10. Registration
• 27/7
• 5+ options
• Confirmation
11. Would you like to register?

27. 12. Have fun!

28. Extraordinary Customer
Service
1. Why?
2. Customers
3. Skills
4. Processes

29. Complaints
• You are ___
• Emotional - Business - Emotional
• Authority To Walk Away

30. Social Media
Complaints
Personal
• Contact
• Thank you
• What happened?
• Find solution
Online
•Thank you
•How to contact you
•What would you like?

31. Frequent Conversations
1. 1-2 Questions
2. Different Customers Different Times
3. Expectations Shifting

32. FAQ’s
1. Questions & answers
2. Distributed
3. Updated
4. Online

33. Refunds
1. Liberal policy
2. Offer vouchers first

34. Customer Targets
• Rings to answer phone
• Respond to walk-in customer
• Return voice mail
• Confirmation of registration
• Refund
• Inquiry response
• Cancellations

35. Exceed Expectations
1. Internal Customer Targets
2. Add additional time
3. Tell your customers

36. Tweak

37. Extraordinary Customer
Service
1. Why?
2. Customers
3. Skills
4. Processes

38. Extraordinary
Customer Service

39. Materials, reports, whitepapers and other
items are exclusive content produced by the
professional staff and consultants of the
Learning Resources Network (LERN), and
may not be reproduced without written
permission.
For more information contact LERN
at info@lern.org, (800) 678-5376, or
visit www.lern.org.