Recognize and deal with customer turnoffs
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Recognize and deal with customer turnoffs. Customer Turnoffs. As a customer, client, patient, etc…what are some of your turnoffs? According to statistics very common customer turnoffs may be; Being ignored, receiving rude or indifferent service Having to wait too long

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Customer turnoffs
Customer Turnoffs

  • As a customer, client, patient, etc…what are some of your turnoffs?

  • According to statistics very common customer turnoffs may be;

    • Being ignored, receiving rude or indifferent service

    • Having to wait too long

    • Poor-quality work (especially on repair jobs) or shoddy products

    • Sale items that are not in stock

    • Merchandise prices not marked, forcing a price check at cashier

    • Dirty restaurants or restrooms

    • Phone calls put on hold forcing you to select from a long menu of choices

    • Employees lacking product knowledge (who may also try to bluff customers)

    • High-pressure sales tactics

Getting to know your customer
Getting to know your customer

  • It is in the best interest of an organization to Get to KNOW their customers. The easiest way to understand a customer is to recognize a customer’s satisfaction and/or dissatisfaction.

  • At the end of the day…what do your customers like or dislike?

    • What are several methods that may be used to pinpoint customer satisfaction and/or dissatisfaction?

      • Customer Surveys

      • Customer Feedback Questionnaires

      • Customer Focus Groups

      • Customer Interviews

      • Customer Advisory groups

Categorizing customer turnoffs
Categorizing Customer Turnoffs

  • Through extensive research customer turnoffs can be categorized into three distinct categories

    • VALUETurnoffs

    • SYSTEMTurnoffs

    • PEOPLETurnoffs

Value turnoffs
Value Turnoffs

  • In short, value turnoffs can be described as not getting the value of what you have paid for.

    • Example: You receive a 30 minute massage from the massage therapist in your chiropractors office, it is terrible. You feel like you have just been run over by a lawnmower, not to mention that the office has just raised the fees for a massage by 50%.

    • Value can be defined as: quality relative to price

    • Examples of value turnoffs:

      • Poor guarantee or failure to back up products

      • Quality not good as expected

      • Price too high for value received

Where do value decisions originate from
Where do value decisions originate from?

  • Value decisions usually come from management or the head of an organization. In a medical or dental facility value decisions may be regulated by a medical or dental board

  • The head of an organization will define what is called the;

    • value proposition—whatthe company intends to exchange with its customers.

System turnoffs
System Turnoffs

  • System turnoffs arise from the way a companyDELIVERS ITS PRODUCTS OR SERVICES.

    • A system is—any process, procedure, or policy used to ‘DELIVER’ the product or service to the customer. Systems are the processes that we use to get value to the customer.

  • Systems include things such as:

    • Company location, layout, parking facilities, phone lines

    • Employee training and staffing

    • Record keeping (including computer systems for handling customer transactions)

    • Policies regarding guarantees and product returns

    • Delivery or pickup services

    • Merchandise displays

    • Customer follow-up procedures

    • Billing and accounting processes

Where do system decisions originate from
Where do system decisions originate from?

  • The responsibility for minimizing system turnoffs lies with managers, and owners,. System changes often require spending organizational resources which are usually authorized by managers or the head of an organization.

    • A companies decision to add personnel, provide additional training, change locations or implement new delivery methods, will require management approval.

  • This does not mean that non-management employees should not be involved in suggesting system changes. Customers may also indirectly be involved in system changes through customer feedback question, surveys etc…about company systems.

  • Examples of system turnoffs:

    • Slow service

    • Long lines

    • Untrained employees

    • Poor signage

    • When transactions are unnecessarily complicated or inefficient (example: complicated form forms)

System turnoffs in a healthcare facility
System Turnoffs in a healthcare facility

  • Can you think of a system turnoff in a healthcare facility?

    • employees who lack the knowledge to answer customer questions

    • Telephone menus that are unnecessarily complicated

    • poor location

    • cluttered workplace

    • Lack of adequate seating

    • Dirty facilities

    • clumsy or repetitious paperwork requirements

    • lack of parking

    • Long periods of waiting

  • What do you think is the number one system turnoff according to customer research?

    • Slow service and/or having to wait

People turnoffs
People Turnoffs

  • Employees that fail to communicate properly with words or nonverbally without words will almost always lead to people turnoffs.

    • Employees at all levels may create people turnoffs unconsciously. This usually happens because people fail to understand how they are perceived by others…how can this be remedied…Chapter2: Use behaviours that engage customers and be aware of how and what you are communicating to a customer.


Examples of people turnoffs
Examples of People Turnoffs

  • Employees who fail to greet or even smile at a customer

  • People who give inaccurate information or convey a lack of knowledge

  • Employees chatting amongst themselves or allowing telephone interruptions while ignoring a customer

  • Behaviours that project a rude or uncaring attitude

  • Work locations that appear dirty or sloppy

  • Employees who are dressed inappropriately or have poor grooming

  • Any communicated message that causes the customer to feel uncomfortable

Creating loyal customers
Creating Loyal Customers

A satisfied customer may not necessarily be a loyal, motivated or repeat customer.

A bad service experience may push the customer over the edge and lean them towards becoming a DISSATISFIED CUSTOMER.

How to create loyal customers
How to Create Loyal Customers

  • Reduce or eliminate value, systems and people turnoffs

  • Exceed customer expectations to create, positive awareness

  • Loyalty comes from customers awareness that SERVICE IS YOUR BUSINESS

    • It is only when organizations realize that SERVICE is the foundation of any business that they will begin to serve customers effectively.

    • Companies have to acknowledge that without their customers they would not exist.

  • Service only becomes meaningful when it becomes and internal dynamic within an organization. 

    • Customers’ quickly see the depth of a company’s commitment to service.

The payoff to recovering a potentially lost customer increasing customer loyalty
The payoff to recovering a potentially lost customer…increasing customer loyalty

  • Studies have shown that: a customer who encounters a problem with a company and that problem is addressed promptly and effectively—thiscustomer will be more likely to remain loyal that a customer who never had a problem.

    • Even in cases where the customers problem was not resolved 100 percent in their favour, the loyalty still increases.

    • Just the fact that the problem was acknowledged and addressed seems to be the key variable in strengthening the customer relationship