"Ahem, thank you all very much for joining us today we're here to have a nice discussion and offer some timely refresher points to an already outstanding group of employee's on the role and importance of CS and CSR's. The first thing I'd like to talk with you about today is who is a CSR and what is there responsibilities.
Any member of the company from the President right down to the janitor is a CSR and has a responsibility for keeping the Customer happy if they come to them with a complaint, concern or heaven forbid a compliment. Why? the customer is your employer they pay your wage, they allow you to grow your company and possibly afford any one of it's employee's the possibility of future advancement within the organization.
Yes we've all had the over enraged customer, the customer who resembles a terrible two year old. Enraged customers can be the most difficult to deal with. That is when you my esteemed colleagues <points into the assembled crowd> will bring your magic to the cause, as Customer service specialists it's you who brings calm to the storm; you who listens to customer with genuine caring and concern. Why? because this customer is enraged about something your company has done. You didn't do it, but that customer is an opportunity. Yes an opportunity to change their opinion, to turn their rage into joy.
Why do we do this instead of telling said 'verbally abrassive, enraged" customer to take a hike. Because a lost customer is a lost opportunity! one that you will never get back. It's should be NO surprise to anyone in this room that an enraged customer will go and tell everyone and his brother about how 'YOUR COMPANY' harmed them in some way. The people will tell 10 of their friends and those will in turn tell 10 of their friends. Before long you can have upwards of 1,000- 10,000 - 100,000 to upwards of 1 million plus people speaking negatives about your company. Of those 85% may choose to avoid your company all together permentantly. They won't come and tell you ' HEY I'm not buying from your company because. ' You will never know but your bottom line eventually will.
It's takes 150-200% sweat, blood and tears and initiative, advertising dollars work to get a new customer to come to your business and be a repeat customer. I think you'll all agree that spending 110% making sure your current customers are happy and content is a lot less work than 200% and the perks from doing that 110% those happy customers will go and tell 10 friends and so on. Before long you've gained 1 million happy content customers, you've not had to work 200% hard to get them and the marketing crew are ecstatic because they didn't have to spend triple the advertising budget to get those customers. "
After a standing ovation of 750 employee's at that seminar finished applauding we broke down and went into working groups to test scenerio's etc. That company saw after that seminar a 35% increase in customer traffic and had a record profit that year and each subsequent year for the next 4 years.