Scott Cummings and John Garcia Service the Sale Scott Cummings and John Garcia
Salesmanship Client Expectations Process Experience
“The purpose of business is To create a satisfied customer…” Peter Drucker
Remarkable Service Be Insanely Passionate about what you do... Create a Story about what you do... Focus on Making Friends... Create an Impression so great, just have to tell others...
Service is the product
Sweat the small stuff
The Golden Rule applies
Never let ‘em leave unhappy... ...they’ll tell others.
Great service happens. Bad service happens all by itself.
If you blow it... ...recovery skills work.
Service Myths The customer is always right. The customer comes first. People are our most important asset. Customer complaints are a bad thing. We must exceed their expectations.
68% of Customers quit because of indifference... 68 % of customers quit because of an attitude of indifference expressed by a single employee
Customer Service Stats 68% quit because of indifference 3% will never be satisfied Unhappy customers will tell 12-20 people Happy customers will tell 6-10 people 96% of unhappy customers will never let you know that they are unhappy
What’s in for me?
What is Remarkable Service?
Remarkable Service Passion Friends Stories Word of Mouth
Psychology of Service Values Habits Attitude Beliefs Behaviors Expectations
The Best Customer Service is... The Service Moment... The Best Customer Service is... Genuine Sincere Honest
Customer Satisfaction Customer Happiness Customer Satisfaction Customer Loyalty Customer Evangelism
10 Steps to Service Excellence Appearance Attitude Friendliness Impression Response-ability Commitment Team Thinking Communication Service Pledge Service Excellence
Scott Cummings and John Garcia Service the Sale Thanks Scott Cummings and John Garcia Thank You