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Barbara%20Sanfilippo,%20CSP

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Customer retention and appreciation program is in place to retain loyal ... And Appreciation Program ... i Customer appreciation weeks. www.MentorU.com ... – PowerPoint PPT presentation

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Title: Barbara%20Sanfilippo,%20CSP


1
  • Welcome
  • Barbara Sanfilippo, CSP

MentorU.com Seminar Series
2
Outclass Your CompetitionWith Five Star Service!
  • Barbara Sanfilippo, CSP
  • Romano Sanfilippo
  • San Diego, California
  • presents

MentorU.com Seminar Series
3
Submit Questions
www.MentorU.com/Sanfilippo
4
Outclass Your Competition With Five Star Service
  • As a result of this web session, youll discover
    how to
  • Rate your existing sales and service culture

www.MentorU.com/Sanfilippo
5
Outclass Your Competition With Five Star Service
  • As a result of this web session, youll discover
    how to
  • Rate your existing sales and service culture
  • Discover the seven key ingredients present in
    high performing sales and service organizations

www.MentorU.com/Sanfilippo
6
Outclass Your Competition With Five Star Service
  • As a result of this web session, youll discover
    how to
  • Rate your existing sales and service culture
  • Discover the seven key ingredients present in
    high performing sales and service organizations
  • Identify your organizations strengths and
    weaknesses

www.MentorU.com/Sanfilippo
7
Outclass Your Competition With Five Star Service
  • As a result of this web session, youll discover
    how to
  • Rate your existing sales and service culture
  • Discover the seven key ingredients present in
    high performing sales and service organizations
  • Identify your organizations strengths and
    weaknesses
  • 4. Receive an action plan for getting your entire
    company focused on sales and service

www.MentorU.com/Sanfilippo
8
Service and Sales Mini-Assessment
  • 2 Established and effective
  • 1 Now working on it
  • 0 Not in place
  • Strategic plan and clear mission statement
  • understood throughout your organization.
  • Written service standards to ensure consis-
  • tency of service internally and externally.
  • 3. Multiple vehicles in place to measure how
  • customers feel about your service and
  • staff feels about internal service.

____
____
____
16 20 Excellent 6 - 10 Fair 11 15 Good
0 - 5 Poor
www.MentorU.com/Sanfilippo
9
Service and Sales Mini-Assessment
  • 2 Established and effective
  • 1 Now working on it
  • 0 Not in place
  • 4. Sales tracking and measurement system
  • in place that tracks individual results.
  • 5. Sales and quality service goals assigned
    to individual managers and employees.
  • 6. Revised performance evaluations for
    managers and employees with service
    and sales accountability.

____
____
____
16 20 Excellent 6 - 10 Fair 11 15 Good
0 - 5 Poor
www.MentorU.com/Sanfilippo
10
Service and Sales Mini-Assessment
  • 2 Established and effective
  • 1 Now working on it
  • 0 Not in place
  • Service, sales and sales management
  • training is in place along with professional
  • sales managers.
  • Product knowledge education program
  • in place for all staff members and associates.

____
____
16 20 Excellent 6 - 10 Fair 11 15 Good
0 - 5 Poor
www.MentorU.com/Sanfilippo
11
Service and Sales Mini-Assessment
  • 2 Established and effective
  • 1 Now working on it
  • 0 Not in place
  • 9. Ongoing recognition and incentive program
  • for superior service and sales performance.
  • Customer retention and appreciation program is in
    place to retain loyal customers and build
    relationships.

____
____
16 20 Excellent 6 - 10 Fair 11 15 Good
0 - 5 Poor
www.MentorU.com/Sanfilippo
12
Step 1 CEO/Management Demonstrate Commitment
and Share The Vision
  • CEO arrange management retreat to focus on
    service quality and get buy-in from all support
    and operational departments.
  • Create a Service Excellence Council comprised of
    senior and mid-level managers and Service
    Improvement Teams (SITs).
  • Organize a fun kick-off meeting for your managers
    and staff to explain the overall strategy and
    begin fireside Chats.

www.MentorU.com/Sanfilippo
13
Step 2 Define Service Internally Externally
and Create Service Standards
  • Focus on internal service first (Everyone has a
    customer)
  • Ask each department/office to visit or call their
    internal customers and determine their service
    expectations.
  • Develop written internal service standards.
  • Create an Internal Department Satisfaction Index
    (IDSI) by surveying all employees periodically to
    rate the existing service received by support
    departments.

www.MentorU.com/Sanfilippo
14
Step 2 Define Service Internally Externally
and Create Service Standards
  • Focus on external service by determining the
  • customers expectations and perceptions
  • Conduct a customer survey and focus groups with
    existing customers and prospects.
  • Develop external customer service standards
    (telephone professionalism, waiting time,
    turnaround time, error reduction, handling
    complaints).

www.MentorU.com/Sanfilippo
15
  • Poll How many of you feel that internal and
    external written service standards ..
  • Are in place and used effectively throughout
    our company?
  • Are in place partially with room for
    improvement?
  • ? Are not in place and need to be developed?

www.MentorU.com/Sanfilippo
16
Poll How many of you feel that internal and
external writte...
  • PlaceWare Multiple Choice Poll. Use PlaceWare gt
    Edit Slide Properties... to edit.
  • Are in place and used effectively throughout our
    company?
  • Are in place partially with room for improvement?
  • Are not in place and need to be developed?

17
Questions and Answers
  • Steps 1 and 2
  • Vision and Service Standards

www.MentorU.com/Sanfilippo
18
Step 3 Provide Sales and Service Training
  • Sales and service leadership for all managers and
    supervisors (coaching how to conduct a sales
    meeting, motivating, setting goals, etc.)
  • Customer service, internal service, sales and
    cross-selling
  • Product knowledge testing, games and
    certification programs

www.MentorU.com/Sanfilippo
19
Step 4 Measure Service Performance Against
Expectations
Monitor complaints and measure service to
develop a customer satisfaction index (CSI)
  • Designate quarterly customer service feedback
    weeks
  • Conduct telephone and on-the-spot surveys shortly
    after a customer transaction
  • Conduct client review meetings for long-term
    relationships

www.MentorU.com/Sanfilippo
20
  • Poll
  • We measure our customer service
  • Frequently (Weekly/Monthly)
  • Occasionally (4-6 times per year)
  • Rarely (Once a year or less)
  • Never

www.MentorU.com/Sanfilippo
21
Poll We measure our customer service
  • PlaceWare Multiple Choice Poll. Use PlaceWare gt
    Edit Slide Properties... to edit.
  • Frequently (Weekly/Monthly)
  • Occasionally (4 to 6 times per year)
  • Rarely (Once a year or less)
  • Never

22
Questions and Answers
  • Steps 3 4
  • Training and Measuring Service

www.MentorU.com/Sanfilippo
23
Step 5 Reward And Recognize
Your Service And Sales Stars
  • Create a service and sales award club for
    front-line and support staff (Five Star,
    Presidents Club)
  • Mail coupons to customers to praise or nominate
    your staff
  • Profile service and sales heroes in a special
    newsletter
  • 1 Motivator is recognition of

www.MentorU.com/Sanfilippo
24
Step 6 Hold People Accountable For
Service And Sales Performance
  • Assign team and individual goals
  • Add objective and measurable service scores,
    sales goals and product knowledge scores in
    performance appraisals and assign a weighted
    value

www.MentorU.com/Sanfilippo
25
Sample Performance Appraisal Criteria
  • Sales 50
  • 750,000 - 1,000,000 Excellent
  • 650,000 - 749,000 Good
  • 500,000 - 649,000 Average
  • 350,000 - 499,000 Poor
  • Below 350,000 Unacceptable

www.MentorU.com/Sanfilippo
26
Sample Performance Appraisal Criteria
  • Service 30
  • 4.5-5.0 Excellent
  • 4.0-4.4 Good
  • 3.5-3.9 Average
  • 3.5 or Less Unacceptable

www.MentorU.com/Sanfilippo
27
Sample Performance Appraisal Criteria
  • Product Knowledge 5
  • 90-100 Excellent
  • 80-89 Good
  • 70-79 Satisfactory
  • 65-70 Average
  • Below 65 Unacceptable

www.MentorU.com/Sanfilippo
28
Step 7 Develop A Customer Retention And
Appreciation Program
  • Retain and develop relationships by having staff
    proactively manage their book of business
  • Identify your most valued and profitable
    customers and find ways to reward and appreciate
    them
  • i Client advisory groups
  • i Special discounts/frequent
  • shopper concept
  • i Customer appreciation weeks

www.MentorU.com/Sanfilippo
29
Lets Hear Your Ideas!
  • Some of the programs we have in place to retain,
  • appreciate and identify valued customers are
  • 1.
  • 2.
  • 3.

www.MentorU.com/Sanfilippo
30
To accelerate your sales and service culture
  • Hold a management retreat to focus on service and
    sales and create a service and sales council
  • Focus on internal service and develop service
    standards
  • Provide trainingthen measure and reward your
    sales and service stars
  • Set goals and hold people accountable
  • 5. Develop a customer retention and appreciation
    program

www.MentorU.com/Sanfilippo
31
THANK YOU!
Details of Upcoming Seminars with Barbara
Sanfilippo Available at www.MentorU.com/Sanfilipp
o
32
Faculty Office
www.MentorU.com/Sanfilippo
33
www.MentorU.com/Sanfilippo
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