Why we lose customers

1. Why we lose customers 4% - natural attrition (die, move away) 5% - referred to competitor by a friend 9% - lower price/better product 14% - product/service dissatisfaction 68% - Indifference!

2. CUSTOMER SERVICE The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner which satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.

3. CUSTOMER SERVICE The ability of knowledgeable, capable, and enthusiastic employees. • Training • Hiring • Motivation

4. CUSTOMER SERVICE to deliver products and services to their internal and external customers

5. CUSTOMER SERVICE in a manner which satisfies identified and unidentified needs • Would you like fries with that? • Sales training

6. CUSTOMER SERVICE ultimately results in positive word-of-mouth publicity and return business • Remember the gain or retain equation

7. CUSTOMER SERVICE Is this a change in thinking about customers? Yes!

8. CUSTOMER SERVICE Without good customer service you eventually end up competing on what factor? Price!

9. Focus onSERVICE Customer Focused Organizations • Focus is on determining and meeting customer needs • Products and services are based on what the customer wants. • Policies are in place to allow employee decision making.

10. Emphasize the Customer • Must provide service excellence • Anticipate customer needs • Train employees • Give employees authority to resolve issues • Must become “Learning Organizations”

11. Learning Organizations: • Use service as a tool for competitiveness • Provide ongoing training and development for employees • Have reward systems in place • Learn from mistakes and adapt • Train employees to spot potential problems and to proactively make adjustments • Give employees authority to make decisions • Empowerment

12. CUSTOMER SERVICE is everything! Company Focus Services CUSTOMER Mission Statement Information Products