SME Webinar สัมมนาออนไลน์ หัวข้อ "บริการให้ตรึงใจ SME ไทยทำได้" โดย คุณเปี่ยมสุข สุทธปรีดา (ผู้มากประสบการณ์ด้านการตลาดและการบริการลูกค้า) ชมคลิปสัมมนา - http://youtu.be/mmgg4qJ2hdU กลยุทธ์ เคล็ดลับธุรกิจดีๆ มีให้เรียนได้ไม่รู้จบ คลิก http://goo.gl/t6i0Nw K SME ช่วยเต็มที่ SME มีแต่ได้

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3. Overview
Trend of Service in today’s world
Sales sells Service,
Service sells Sales !!!

4. Overview
Trend of Service in today’s world
Compete with
Service Strategy

5. Cost of Sales
Overview
Acquiring new Customers
has much higher cost than
Retaining current Customers

6. Good Service creates;
Customers Satisfaction
Customers Loyalty
Referral
New Customers !!
Overview

7. Overview
Customers Behavior
Expectation towards
v Brand
v Product Type / Category

8. Customers Behavior
Past Experience
Personality Type !!!
Overview

9. Customer Engaging Service Strategy & Technique
Positive Attitude and Mindset
Starting from ….
YOU !!!

10. Customer Engaging Service Strategy & Technique
Positive Attitude and Mindset
How you treat your People ?
Positive Energy Radiation

11. Customer Engaging Service Strategy & Technique
CongruencE of
Doing
Feeling
Thinking

12. Customer Engaging Service Strategy & Technique
CongruencE of
Work life
Personal life
Your
Behavior in

13. Customer Engaging Service Strategy & Technique
Logical Level of Service
For Whom ?
Who are You ?
Why Service ?
How to Service ?
What kind of Service ?
When and Where to ?

14. Customer Engaging Service Strategy & Technique
Customer Engaging Service Framework
Based on 9 Types of Personality
Enneagram

15. Customer Engaging Service Strategy & Technique
9 Qualities of Customer Engaging Service
1. High Standard & High Quality
2. Service with Heart
3. Determination with Objective
4. Uniqueness & Identity
5. Customers Information

16. Customer Engaging Service Strategy & Technique
9 Qualities of Customer Engaging Service
6. Strategy & Process
7. Enthusiasm with Happiness
8. Prompt Action & Responsive
9. Win / Win / Win / Win

17. Customer Engaging Service Strategy & Technique
Customer Expectation
• Brand
• Product Type / Category
• Value for Money
• Past Experience
• Advertising
• Etc.

18. Customer Engaging Service Strategy & Technique
Customer Satisfaction
Meet Expectation
Exceed / Beyond Expectation

19. Customer Engaging Service Strategy & Technique
Meeting Expectation comes from …
Standard Process

20. Customer Engaging Service Strategy & Technique
Exceed / Beyond part comes from …
Experiential Service Strategy
CRM , CEM
Plus +

21. Customer Engaging Service Strategy & Technique
Exceed / beyond part comes from …
HUMAN !!!
Inter Personal Skills !!!
Think – Feel - Do

22. Customer Engaging Service Strategy & Technique
Missed Expectation !!!
Customers Handling with …
ÊสμตÔิ !!!

23. Customer Engaging Service Strategy & Technique
Customers Handling steps
Apologize
Calm them down
Finding Customer wants
Offering Compensation
Asking for Recommendation

24. Customer Engaging Service Strategy & Technique
Customers Handling needs ...
Understanding Compassion
Active Listening Feedback / Back Tracking
SMILE !!!

25. Customer Engaging Service Strategy & Technique
Customers Follow Up purpose;
Express Caring
Responsibilities showing off
Customer Satisfaction assessment
Feedback listening
Customers Information completing
Relationship Retaining !!!

26. Customer Engaging Service Strategy & Technique
Customers Follow Up by ...
Phone call
Customer visit
E-mail, Social Network tools
Mail
Etc.

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