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TR-13
Get Down to Business
Service Statistics
Only 4% of customers ever complain.
For every complaint there are 26 other customers with
unresolved complaints, six have serious problems.
Up to 95% of customers who complain will do business
with you again if they feel you acted quickly and to their
satisfaction.
TR-13.2
Get Down to Business
Gaining the Customer Satisfaction Edge
Service Statistics
A dissatisfied customer will tell up to 10 people.
Approximately 13% will tell up to 20 people.
Happy customers will tell between 3 and 5 people
about their positive experiences.
Costs 5-6 times more to attract customers than to
keep old ones.
TR-13.3
Get Down to Business
Barriers to Effective
Listening with half an ear
Listening
Acting as the judge and jury
Tuning in and tuning out
Turning off ideas you dont agree with
Jumping to conclusions
Emotional and physical health
TR-13.5
Get Down to Business
Reliability
Perform and live up to promises
Dependable
Accurate
TR-13.9
Get Down to Business
Assurance
Trust & confidence in you
Possess required skills & knowledge to
perform the job well
Answer questions
Product knowledge
Listening skills
TR-13.10
Get Down to Business
Tangibles
Quality in what can be seen or felt
Physical facility
Equipment
Staff
Letters
TR-13.11
Get Down to Business
Empathy
Caring and individualized
TR-13.12
Get Down to Business
Responsiveness
Willingness to assist customers
Prompt service
TR-13.13
Get Down to Business
Telephone Reminders
Greet the caller pleasantly and promptly
Identify yourself and your department to the caller
Use the callers name
Every call is an important one
Stress what you can do, not what you cannot do
TR-13.14
Get Down to Business
More Telephone
Reminders...
Take the time to be helpful
Say, please, thank you, and youre welcome
Keep your promises; return calls promptly
Treat all callers as customers
Treat all customers as friends
TR-13.15
Get Down to Business
More Telephone
Reminders...
When leaving messages, always leave your first and last
name and your telephone number
Do not leave a caller on hold for more than 30 seconds
without coming back on the line
Always ask, Is there anything else I can do for you?
before you say goodbye
TR-13.16
Get Down to Business
When a Customer is
Dont argue
Angry
Listen carefully
Apologize and use reflective communication skills
Show empathy
TR-13.17
Get Down to Business
When a Customer is
Angry
Thank the customer
Make restitution
Do what you promise
Follow up
Give them something TR-13.18
Get Down to Business
Service Related
Phrases
I a g
i g h t ree
re r w ith y
You .. ou t
n d . I r h a
r s t a e s pe c t ...
n de t that.
I u ..
I respect you for...
I appreciate that...
TR-13.19
Get Down to Business