How much money does your company spend
on attracting new customers?
How much money does it spend
on customer service training to keep them?
What's wrong with that picture?
But customer service training is too expensive.
What if we train them and they leave? Wrong question.
The right question: What if we don't train them and they stay?
During tough economic times, customers are looking for value. Competition is stiff. If two companies have similar products and the prices are essentially the same, customers would prefer to spend their money at the company where they feel they are treated better. In times like the present, the customer is the core of all managerial, financial and operational decisions. So the one area in which a business should always excel is customer service.
Business is full of acronyms and abbreviations: CSM, CapEx, QA, ROI, SOP. For those who want to drive their companies to stand above their competition, consider adding one more – WWWBLL. “WWWBLL” is pronounced “Weeble” just like the roly poly toys. The toys’ tagline was “Weebles wobble, but they don’t fall down.” WWWBLL stands for “What Would World’s Best Look Like?” And just like Weebles, the World’s Best companies may wobble in this economy but they certainly won’t fall down. So to stand above your competition, define “what would World’s Best look like” for your customer and then work very hard to deliver it.
Customers make a buying decision on three criteria: cost, location and reputation. According to Ken Irons in Market Leader, 70% of a brand’s reputation is based on the customer’s perception of the interaction they have with people - customer service. Usually customer service is covered during new hire orientation but is not reinforced thereafter. Your company must commit to reminding your team of the value of customer service excellence. Otherwise their delivery of exceptional service will be inconsistent. Any individual employee is unlikely to achieve major changes in the quality of customer service in an organization. The whole company pulling in the same direction can make a difference and set your organization apart from your competition.
And that is why you should contact Bill to deliver an entertaining one, two or three hour presentation to begin the process to “Create the World's Best Customer Experience” for your organization.
Download speaking presentation information brochure