I want to talk about service recovery, and the four steps that we can use to keep a customer from defecting. To take an irate customer, somebody's that's ready to kill you, somebody's that's telling you they're never going to come back... How do you flip that so that in 60 seconds the customer believes they're dealing with the greatest company and the greatest individual in the entire world?
I think the way to grow your business, to compete more effectively, and that's to provide an incredibly customer experience, so that your customers fall in love with your Telecom company. That means every single person, every single transaction has to be awesome. We have to educate and train our staff on the skills and the art of customer service.
I'd like to talk about the Service Strategy that you can use in your retail business to grow your business faster, to crush the competition, to take business away from your competitors. Everything that I teach is all built on what I call the incredible customer experience. To provide good customer service is not going to get you into the game. You have big box stores. You got competitors in retail coming from every possible direction.
I'd like to talk about how we can implement a service strategy built around service recovery for your bank. Every day bad things happen. Things go wrong. Customers defect. There're hundreds of banks. There're lots of different options of where people can go for their bank. They can use the internet. They can go to a bank in person. Some people prefer not to even use a bank. How do we create this better customer experience? When things go wrong, how do we keep the customer? How do we avoid them going into a Facebook and having a negative rating? How do we get them to become more loyal and more committed? How do we take a guy that is so upset ... I was thinking swearing but people wouldn't really swear I'm sure. How do we take this person and flip them so they believe they're dealing with the greatest bank in the world?
I'd like to talk about how we can use what I call the customer service strategy for airports. I fly a lot. I'm in airports every week all over the world. In some, I have a very great customer experience. In some, I just want to get out of as fast as possible. Everybody needs to understand they're in customer service. That starts with security to all of the food courts to every single person in an airport. We've got to understand that this is a customer, and they have choices as to what airport they go to. If the experience is negative in the airport, then it could also impact what happens on the plane. We need to make sure that every single person has several different things they do.
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