1. Effective Customer Care Become an expert at making customers smile!
Your Name

2. Objectives At the end of this session you will:
Be able to explain the importance of customer care for both you and the customer
Have considered how you are perceived by your customers and have a plan of action to improve this
Be able to explain the difference between Transactional and Relational customers and how to meet their needs
Be able to spot the GAP’s in service and change them
Have a written set of values that everyone will follow

3. Importance of Customer Care
If we can retain 5% more of our customers we increase profit by 100%
It costs 5 times more money to get new customers as it does to keep them
The average customer that has a bad experience tells 9 other people
The average customer that has a good experience tells 3 other people
If a complaint is resolved 70% of customers will do more business. Resolve it quickly and this increases to 90%

4. Improving Perception Look at service through your customer’s eyes
Treat each customer as special
Keep promises
Use problems as opportunities

5. People Buy People, Not products

6. Spotting the GAP’s…
G ood
A cceptable
P oor

7. Mind Map

8. Objectives At the end of this session you will:
Be able to explain the importance of customer care for both you and the customer
Have considered how you are perceived by your customers and have a plan of action to improve this
Be able to explain the difference between Transactional and Relational customers and how to meet their needs
Be able to spot the GAP’s in service and change them
Have a written set of values that everyone will follow