The World's Best 101 customer service tips and techniques. Only GOLD NUGGETS. Powerful. Profitable. Portable.
This advice comes from Mike Johnson interviewing executives at more than 150 of the world's most service-renowned companies. You can read 50 full-length customer service books or you can read Mike's 16-page booklet. Discover why leading organizations like KOA Kampgrounds have purchased thousands of copies to easily, effectively and economically train their employees.
Mike's 16-page booklet shares the 101 most effective customer service tips in use throughout the world today. You can purchase small quantities from our inventory of printed copies, order a minimum of 500 copies and have your logo placed on the cover, have Mike customize the book for your industry, or do what Kampgrounds of America (KOA) did -- license thousands of copies to print themselves or deliver electronically to their worldwide operation.
One tip from each of the ten topics covered
#4. Make a giving plan. Think of the coworkers and customers you'll face today. Who can you delight with a surprise gift or compliment? You'll look forward to springing your surprise and others will start looking forward to YOU.
#9. Expand your definition of "customer." Everyone you encounter is your customer - coworkers, superiors, subordinates, vendors, and of course, customers. Treating everyone as your customer not only better serves others, it improves your own reputation which will result in later rewards you can't even imagine.
#16. Actively listen. Many service workers are poor listeners and start crafting responses while the customer is still talking, causing much to be missed. Be different - as customers speak, lean forward, nod appropriately and actively listen to every word BEFORE crafting your response.
#27. Add a smile to your voice. It's true, customers can detect your demeanor without even seeing you. When you physically smile when taking a call, your customer can "see" it in your voice.
#38. Return all calls promptly. Each phone message on your desk represents someone whose work may be stalled while waiting for an answer from you. Treat every phone message with the same sense of urgency you'd show if that person was standing in front of your desk.
#56. Follow the five steps. Your email responses should follow a simple outline - purpose, response, summary, thanks and contact. Announce why you are writing, craft your response to the inquiry, summarize the situation, and then add a thank-you for writing and additional contact information to reach you by phone, postal mail or personal visit.
#63. Take ownership. When customers complain to you, it is your responsibility to find a solution. If you can't solve the situation yourself, bring the customer together with someone who can.
HOW TO REMEMBER CUSTOMER NAMES
#83. Use names. Use the customer's name several times in your conversation. Repetition aids memory.
HOW TO HANDLE DIFFICULT CUSTOMERS
#84. The Egotist. This customer thinks he knows everything there is to know about everything and looks down on you. Show respect by using phrases like, "Of course you already know ..." and "I'm sure you're aware of ..." These phrases stroke the customer's ego and capture his attention.
ADVANCED SERVICE TECHNIQUES
#89. Be specific. Rather than telling the customer you will provide an answer "sometime this week," put yourself on the line with a deadline. "I'll have an answer to you no later than noon on Wednesday." Now beat that deadline.
I've done the research for you. You have the easy part. Place an order. You're reading this because you know your customer service needs improvement. In business, when your problem can be solved by writing a check, it's not really a problem, is it? Especially when the saving of just one customer - and their ensuing lifetime revenue stream -- can easily pay for more booklets than you could ever purchase. Save two such customers and your investment starts to EARN you money.
Invest in your customer service improvement RIGHT NOW - while you're thinking about it -- and start dozens of new revenue streams that will continue for life. Ordering is easy. Just pick up the phone and call me at 307-587-2331. I'm a real person and I'm right here in my home office. Or send me an email and I'll call you to discuss the details.
Whether you're ordering one copy for your two-person shop, ordering hundreds of copies with your logo printed on the cover like Northwest College or licensing thousands of copies for your worldwide organization like KOA Kampgrounds, you'll find that my ingenious little booklet will get the results you demand.
Start the investment that earns you money. Place your order now. I look forward to hearing from you.
All the best!
Imagine offering your prospects an advertising premium that EARNS THEM MONEY. Wouldn't that make it easier to get their ear as they approach your trade show booth?
Stop handing out trinkets and start handing out treasure. Give your prospects a copy of "101 Ways To Provide Exceptional Customer Service Today." Break out from the pack. Offer real value and you'll get real attention. Better yet, when the trade show is over, you can continue to use the booklet as a value-added premium. Leave it at sales calls. Provide it to prospects who sign up for your e-newsletter. Include it as an unexpected gift during order fulfillment.
You understand the value of customer service. You know that the lifetime value of a customer can be 100 to 1,000 times the value of a single transaction. When your prospects lose a customer to the competition, they don't just lose a customer, they lose a lifetime revenue stream.
What is the number one reason why customers defect? Poor customer service.
How many revenue streams can your prospects afford to lose?
Become their hero. Stop their hemorrhaging today. Give your prospects a copy of my booklet. For less than the cost of the average advertising specialty premium you can provide your prospects with the skills needed to retain more customers, more lifetime revenue streams. The second you hand over this pocket-sized booklet you're a HERO. The instant this booklet saves just one customer, your prospect becomes your LIFETIME REVENUE STREAM.
Each 16-page booklet can be customized with your company logo and is written like it's coming from your top management. Place your order today and you'll be distributing your customized booklet at your next trade show! Rush orders are no problem and shipping is free to USA addresses.
Click here to access a GREAT Article about how effective it is to use booklets as trade show premiums.
One dissatisfied customer typically tells 8 others about the negative experience. These people then tell more people. Just one dissatisfied customer can negatively influence up to 82 others.
Only 4% of all customers ever complain. For every complaint received there are an average of 26 other complaints that were never voiced. Six of these complaints are serious enough to cause defection.
Nearly 95% of customers who complain will continue to do business with you if the complaint is handled quickly and to their satisfaction.
Depending on your industry, the lifetime value of each customer can be 100 to 1,000 times the value of a single transaction.
Research shows it costs five times as much to attract a new customer as it does to retain an existing customer. Exceptional service is the best way to retain customers.
Existing customers spend more per transaction and purchase higher profit items than new customers, resulting in more profits for salary increases and career advancement opportunities.
Providing exceptional customer service makes for happier customers who are easier to deal with, making your job more enjoyable.
Mike Johnson has been fascinated with the power of exceptional customer service since 1981 when as a McDonald's restaurant manager, he was told by company President Ed Rensi that his restaurant's customer service was the best he'd ever seen, anywhere. McDonald's then filmed a customer service training video in Mike's restaurant for system-wide distribution.
Three decades later, Mike is now a journalist and business owner who has published more than 800,000 words on the topic of customer service. He has interviewed executives at more than 150 of America's most service-renowned companies including Disney, Federal Express, Southwest Airlines and Ritz-Carlton.
"101 Ways to Provide Exceptional Customer Service Today" shares the 101 most effective customer service tips in use throughout the world today.
"Today I own three different business operations, where I continue to provide exceptional,
memorable customer service. I
have to walk my talk every single day. I understand your challenges and needs because
I face them myself."
- Mike Johnson
1. Distribute this booklet to every employee to augment training and serve as a pocket reference.
2. Thank your business-to-business customers by enclosing this booklet with your invoice, shipment or correspondence.
3. Hand this booklet to prospects at trade shows or sales presentations.
4. Mail this booklet to customers and prospects as a way to stay connected.
5. Award this booklet to customers who answer surveys, sign up for your e-newsletter or enter in-store drawings.
6. Use this booklet as an incentive to encourage the opening of new accounts.
7. Present this booklet as a value-added premium with other items your customers purchase.
8. Give this booklet as a thank you gift to those who refer you business.
9. Help your colleagues and associates by providing this booklet.
10. License this booklet for translation to foreign languages for your global markets.
"101 Ways to Provide Exceptional Customer Service Today"
Bulk purchase discounts, printed version of booklet
1-50 copies $6.00 each
51-100 copies $5.00 each
101-500 copies $4.00 each
501-1,000 copies $3.00 each
1,001+ copies Call for quote
5,000 + copies Licensing agreements available
If you need thousands of copies you can economically license the electronic and/or print rights. Electronic rights allow you to use the book in email or online campaigns for a full year. Print rights allow you to use your own print shop for additional savings and allows you to add your own "President's Message" or other content in addition to branding the booklet with your own company logos and slogans.
Once you license 10,000 copies, the cost per book drops to 60 cents each. License 100,000+ copies and the price drops to 16 cents each. Need different quantities? Contact Mike for a free quote.
Quantity of Books Ordered ____________________
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