The Colors of Excellent Customer Service
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The purpose of The Colors of Customer Service is to shed new light on customer service relationships through the principles of Relationship Awareness Theory. When you you connect with someone through their Motivational Value System, you have Relationally Aware Customer Service – a way of empowering the server to satisfy the “unique, idiosyncratic, emotional, irrational, end of the day and totally human terms” (Tom Peters) by which people will define an excellent customer service relationship.
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The Colors of Excellent Customer Service
- 1. The ColorsofCustomer Service Karla Edwards Ray Linder
- 2. “Have you ever . . .?” Have you ever been at a restaurant where you loved the server but your friend didn’t? Have you ever felt like you were getting excellent service that you didn’t want? Have you ever wished the sales clerk wouldn’t greet you so enthusiastically? Have you ever stayed loyal to a product or service that was overpriced or inconvenient?
- 3. Why Does It Matter? “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” Jerry Fritz Customer Service Trainer CEO, Power to Wow
- 4. Why Does It Matter? 71% of business leaders believe that customer experience is the next corporate battleground. (Shaw & Ivens)
- 5. Why Does It Matter? 91% of unhappy customers just leave and say nothing 1 word of mouth = 600 ads! Costs -35% Revenue +35%
- 6. Why Customers Leave 3% business moved 5% preferred competitor’s product 9% price increases 14% dissatisfied with product/service 31% total 69% left because of poor service White House Office of Consumer Affairs
- 7. Why Does It Matter? 55-58% customers will always or often pay more for the experience: Apple Starbucks Disney
- 8. Why Does It Matter? “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end of the day and totally human terms. Perception is everything.” Tom Peters
- 9. Why Does It Matter? “The more you know what makes you tick; the more you know about what makes others tick . . . the more empowered you become to control outcome of your relationships". Elias Porter
- 10. What is “excellent” Customer Service?
- 12. Listen respectfully to my needs
- 13. Understand me and my needs
- 14. Value me even if I’m a new customer
- 16. Be prompt
- 20. Be well-informed
- 21. Do NOT give incorrect information – it’s better to say, “I don’t know.”
- 22. Being right is more important than being nice
- 24. Have a balanced, effortless approach
- 25. Make the relationship feel like a partnership
- 26. Identify and ensure a payoff for both parties
- 28. Take ownership with an enthusiastic “Can Do!” attitude
- 29. Friendly – and happy!
- 30. Give them options for them to choose from
- 32. They want to be in control of the process
- 33. Be available ONLY when needed
- 34. They want to learn something so they know what to do in the future
- 36. Allow for many questions
- 37. Don’t pressure or move the process to quickly
- 38. Allow them time to consider the data AND the relationship
- 40. Service Recovery Making Wrongs Right
- 41. Cost of Service Recovery Lost & Found $20,000 to replace items at a regional hospital 6 to 10 times more cost to attract new customers than to retain existing ones Correcting failed services
- 42. 1st Stage of Conflict is Key You MUST stay in Stage 1 Be self-aware of your triggers Be self-aware of your Stage 1 Get back into Assess-Borrow-Connect mode!
- 43. Exercise How Do You Recover Service for Each Color?
- 44. Service Recovery by Color Blue: “Make it right without me getting upset.” Red: FIX IT! NOW! Green: Knowing that there is a structure supporting the solution Hub: We’re back in balance – the relationship is win/win
- 45. Service Recovery by Color Red-Blue: “Make it rightwithout me getting upset.” Red-Green: “Tell me how to prevent it from happening again.” Blue-Green:Clear, rational (i.e. with asolution) and authentic apology
- 46. Why Does It Matter? “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end of the day and totally human terms. Perception is everything.” Tom Peters
Notas del editor
- Attract and retain
- 91 % leave. Here’s why
- It takes 16-20 impressions to overcome a bad first impressionAfter that first impression: 5-7 interactions for 1 negative interactionTime consuming AND costlyIt is 6 to 10 times more costly to attract a new customer than it is to retain an existing one.$35,000 in 2010 - $20K in lost and foundPhone story
- How do you recover service for each color? (What would matter to a blue, red, green, etc. to recover them?)
- If your organization is already using SDI, then this is going to make providing customer service easier, more natural.Reality is that organizations put more emphasis (overdone) on specific MVS (blue, red/green) that you don’t understand why your customers aren’t satisfied. Back to Porter’s what matters in a relationship and excellent CS does all four. What we’ve attempted to do today is show you how these four elements in Relationship Awareness theory can make you more aware of your shortcomings in delivering ideal cs to the greatest number of people possible in a cost effective, manageable manner.