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Exceed Customer Expectations with Convenience Chapter 12.

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Presentation on theme: "Exceed Customer Expectations with Convenience Chapter 12."— Presentation transcript:

1 Exceed Customer Expectations with Convenience Chapter 12

2 Customer Service, 5e Paul R. Timm 2 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Exceed Customer Expectations with Convenience and Timing Understand what A + convenience is. Identify and site examples of ways to improve speed of service and ease of doing business Avoid the problem of over-promising and under-delivering service. Show customers how you value their time. Explain how past examples of increasing speed and convenience have allowed for major advances in customer service. Understand the concept of “virtual waiting” and how you can use this to exceed customer expectations. Identify examples of improvement in customer ease of use and once-and- done service. Consider possible ancillary services that could help create an A + experience for customers. Describe the potential advantages of simplifying products for better customer service.

3 Customer Service, 5e Paul R. Timm 3 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Understand what A + Convenience is Speed Simple Over-promising and under-delivering

4 Customer Service, 5e Paul R. Timm 4 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. How to Produce A + Convenience Seriously value the customers’ time Make things easier for the customer Produce “once-and-done” service Make doing business with the company easy Offer ancillary services that make the customer’s life easier

5 Customer Service, 5e Paul R. Timm 5 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Give Serious Regard to Customer Time and Convenience Time is valuable Speed is easier to work with than convenience Make sure customers get a realistic perception of how longs things take

6 Customer Service, 5e Paul R. Timm 6 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Consider the Use of Virtual Waiting Techniques Match Capacity to Demand Respond to How Customers Perceive the Wait Make Things Easier for Customers

7 Customer Service, 5e Paul R. Timm 7 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Create Once-and-Done Service Make Doing Business Easy

8 Customer Service, 5e Paul R. Timm 8 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Offer Ancillary Services

9 Customer Service, 5e Paul R. Timm 9 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Simplify the Product


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