Presentation Transcript

1. Day 70…….5/12

   What is the difference between Client Service & Customer Service?
2. Day 71….5/13 Why would you seek client services assistance in the financial market?
3. Why is customer service important to the success of a business? Satisfied customer Repeat customer Competitive edge New customers (word of mouth marketing)
4. Guidelines For Customer Service Allow customer to finish a thought before responding Restate the customer’s concern Ask open ended questions about information and needs Clarify the customer’s expectations and desired outcomes Request additional assistance if necessary Gather relevant information Acknowledge complaints and suggest next steps Follow up. Customer=Employer
5. Service Orientation the belief that customers and their perspectives are of the highest value and consequence in an organization.  Mentality smile initiate body language
6. Service = Communication Listen. Words matter.
7. Taboo The office is closed on Friday. Your prices are too high.
8. Day 72….5/14 What type of information might a business share with a client or customer in a letter or written correspondence? New policies Meeting/Conference
9. Content of Letter Appreciation / Thanks Most important details(event, policy change..) Topic Timing Reason Expectations (action on your part, deadlines, options)
10. Day 73…5/15 Why is it important to have specific policies in business? Customer – receive consistent message Employee – deliver consistent message
11. 3 Main Types Of Difficult Customers 1. Disagreeable – Unpleasant and hard to help 2. Domineering/ Superior: – Feel they know more and are better than the average person – Overly confident 3. Dishonest: – Intentionally attempt to avoid paying part or all of the price for a good or service
12. Disagreeable Customers Argumentative: – Seem to look for problems and disagree Impatient: – Show verbally and nonverbally that they do not want to wait Leave-me-alone: – Don’t want any assistance or advice
13. Irritable/Moody: – Display any attitude that is difficult to deal with Insulting: – Make unpleasant remarks or use foul language Complaining – Think everything is wrong Slow/Methodical: – Hesitant to make buying decisions – Require a lot of time to decide
14. Domineering/Superior Customers Suspicious: – Want facts and proof before making the final buying decision – Question everything you tell them – Has had previous bad experiences with other businesses
15. Ways Customers Are Dishonest Always trying to take advantage of employees Do not pay for products – Theft, pilferage or shoplifting Purchase goods–use them–and return them Switch or alter prices in store Damage goods in store and then ask for discounts
16. 3 Reasons For Customer Complaints Products – Poor quality – Improper buying decisions (lack of assistance from salesperson) Personnel – Pushy and rude salespeople – Gives incorrect information Business – Type of business offered or lacking • Example: Refusing to accept a credit card – Don’t follow policy • Examples: Don’t take back a return
17. Costs Of Customer Complaints Loss of sales – Present and Future – One dissatisfied customer may tell 10 other potential customers Damaged Brand Image Additional Recordkeeping and Paperwork – Equals TIME Markdowns on Returned Goods – ½ of returned goods are resold but at a reduced prices
18. Benefits Of Customer Complaints Goodwill – Properly settling complaints will promote goodwill (positive feeling towards the business) Increased sales – Repeat customers and may tell others Buying information – Use previous complaint information to prevent complaints
19. Prep for Quiz Day 74 …5/16
20. DEFINE: Touchpoint Brand Brand Promise CHOOSE: Local business AND list ALL touchpoints AND brand promise (as you see it)