Building a Company for Customers

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Building a Company for Customers

• Tim Wakelin

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Increased customer choice
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Stand Out - but how?
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Institute of Customer Service

• Timeliness
• Appearance
• Courtesy
• Quality and efficiency
• Ease of doing business
• Problem solving

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Ask Yourself

• Are you/your team always on time?
• What first impression does your team/office give?
• Are your team courteous?.....always?
• Do you provide high quality efficient service?
• How easy is it to do business with you?
• What problems do you solve?

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What customerswant

• Helpful
• Knowledgeable
• Left feeling valued

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What is the customer experience ?
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6 Point Customer Service Action Plan
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1 Back to basics
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2 Give them a free upgrade
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3 Reward great customer service
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4 Ask the customer
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5 Get a returns policy
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6 Ongoing customer engagement
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• Rule number 1