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10 Pasos para L ograr la Excelencia en S ervicio al Cliente

Brooke L Billingsley. PerstratConsult. Brooke (Welling) Billingsley. Brooke Billingsley. 10 Pasos para L ograr la Excelencia en S ervicio al Cliente. An Emotional Connection with Chile. Emotional Connection With Your Customer. Do your customers feel part of your organization?

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10 Pasos para L ograr la Excelencia en S ervicio al Cliente

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  1. Brooke L Billingsley PerstratConsult Brooke (Welling) Billingsley Brooke Billingsley 10 PasosparaLograr la Excelencia en Servicio al Cliente

  2. An Emotional Connection with Chile

  3. Emotional Connection With Your Customer Do your customers feel part of your organization? Do your customers recommend you to friends and neighbors? Do you regularly listen to your best customers? Do you go out of your way to apologize to your customers when things go wrong?

  4. Key Points 1 3 2 WIIFM Strategies Remove Barriers Making a difference one customer at a time

  5. 1 WIIFM Employees & Customers

  6. Facts about Employees • 11,000 days in workplace • 88% no acknowledgement • 61% no importance • 46% no appreciation

  7. 2 Remove Perceived Barriers

  8. “If I don’t meet your standard…please lower your standard!”

  9. CustomerTurn On #1 Make It All About the Customer

  10. Lifetime Value of Customer Cost per transaction + 100. USD Number of times per year + 12 Number of years as customer + 10 Total lifetime value = 12,000. USD NEGATIVE word of mouth cost ? NEGATIVE viral media cost ?

  11. Customer Turn On #2 Avoid Using “Rules” to Justify Actions

  12. Customer Turn On #3 Cultivate Knowledgeable Employees

  13. Customer Turn On #4 Engage the Customer

  14. Customer Turn On #4

  15. Customer Turn On #5 Teamwork

  16. Customer Turn On #6 Friendliness

  17. Customer Turn On #7 Take the High Road

  18. Customer Turn On #7

  19. AAA Technique • Acknowledge • Align • Ask

  20. Customer Turn On #8 Responding

  21. Customer Turn On #9 Follow Through

  22. Customer Turn On #10 Going the Extra Mile

  23. 3 Turn Your Customer OnStrategies Perception Strategies, Inc. ™

  24. Verbal Enrichments

  25. Recognition • Consistently • Actions of thanks • Write notes • Use five coins in your pocket Handle With Care: Motivating and Retaining Employees - Barbara A. Glanz

  26. Role Play

  27. Your Questions

  28. Brooke L Billingsley PerstratConsult Brooke (Welling) Billingsley Brooke Billingsley Thank youBrooke@BrookeBillingsley.com

  29. Giant Squid

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