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Steps to a New
Customer Interaction Process
Find
areas of value & waste
 |
Layout
the steps your customers experience what is it like for them? |
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Look
for ways to improved the process and add value for customers.
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Develop
top quality people to serve customers
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Well
trained employees are required. |
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Find
out & share what your best people do differently. |
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Develop
Customer Interaction training programs. |
Manage customer crises
perfectly
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Handling
a complaint or crisis correctly can be the difference between:
Cementing customer loyalty or
Losing a customer forever |
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Teach
employees to listen carefully to complaints get all the facts |
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Then
graciously & promptly provide a solution |
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See
if there is anything more they can do. |
Develop
a new & improved customer-interaction process for your best customers
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Provide
them with special services.
Faster delivery on-time delivery.
Free gift to show appreciation.
Individual appointments.
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Install
systems to support the new process.
Technology (phones, computers, hand trucks whatever it takes).
Reward systems.
Encouragement to provide a great customer experience. |
Create fast results with fast
implementation
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Dont
expect employees to ease into a new way of dealing with customers. |
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Put
it in place quickly and deliberately. |
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Train
& Communicate progress. |
Ask yourself what other
services can you provide for your best customers. How can you do things
faster, better & cheaper?
Customer Crises:
68% of lost customers leave
because THEY feel they have been treated with indifference by the people serving
them.
70% of complaining customers
will do business with you again, if you resolve the complaint quickly and to
their satisfaction. | 
