Transcript timm chapter 6.p

Chapter Six
Recognize and Deal with
Customer Turnoffs
Everyone has pet peeves about the way
they are served, or not served.
Often these little annoyances have a
cumulative effect, making a dissatisfied
customer or, minimally, an indifferent one.
Customer Service, 5e
Paul R. Timm
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© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Typical pet peeves include:
Being ignored
Waiting
Poor quality work
Dirty restaurants
High-pressure sales
Unknoweldgeable
employees
Out-of-stock sale
items
Deep telephone
menus
Condescending
employees
Unmarked
merchandise
Customer Service, 5e
Paul R. Timm
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© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.


Reducing turnoffs can be the best form of
advertisement.
Customers whose problems are addressed
by a company are actually more likely to
do repeat business than customers who
have never had a problem.
Customer Service, 5e
Paul R. Timm
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© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Customer turnoffs fit into three
areas:

Value problems

Systems problems

People problems
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Paul R. Timm
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© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Value is the apparent quality of a product
or service relative to its cost.
Company leaders are the only ones with the
power and authority to make changes to the
value of a product or service.
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Paul R. Timm
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© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
“Systems” refers to anything involved with
getting the product or service to the
customer. (processes)
Company managers are best suited to solve
problems with process systems within a
company.
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Paul R. Timm
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© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Typical systems turnoffs include:
Procedures
Policies
Technology
Training
Staffing
Locations
Facilities
Systematic actions
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Paul R. Timm
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© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
People problems are communication
problems. Employees communicate poorly
by their words or nonverbal actions.
Everyone can help eliminate people
problems through improving interpersonal
skills.
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Paul R. Timm
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© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Service recovery


Seeks to win back customer who had bad
experience
Attempts may build stronger loyalty
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Paul R. Timm
10
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Regularly identifying and working to reduce
possible customer turnoffs can provide a
basis for building customer loyalty.
Customer Service, 5e
Paul R. Timm
11
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.