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Hi everybody.

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Welcome to advanced ideas presentation of outstanding customer service.

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My name is Professor Paul and I'll be your instructor today.

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In this training we got some amazing benefits for you.

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First one is stop losing money.

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Hello.

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When you're losing customers you're losing money.

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We have to make this stop immediately to make more money from each customer.

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Study after study has shown that you can make more per customer for the same
service the same product

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just because you gave exceptional service. This increases overall profit
margins.

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Amazingly high through the roof. Three. Save advertising dollars. Advertising
is way way too expensive.

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And when you spend a fortune to get somebody through the door, it is costing you
a fortune when they go
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out the door.

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We're going to make this disappear for you. FOUR Get more referrals.

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When people have an exceptional customer experience.

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They send more referrals.

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This means more money, more profits, and this is what? free advertising we said
advertising dollars are

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what? dollars! They're expensive.

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So much cheaper to get a referral.

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This is free found money.

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I absolutely love it.

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Now if it sounds like I'm talking about money a lot.

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This is not an optical illusion.

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Do not adjust your set.

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That's what I'm talking about.

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Because customer service is all about how to make more money, how to make more
profits.

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If you're a business owner, if your a manager, profits are huge! Even if you're
a line worker, you're a service

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person you're in the field.

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This matters to you too.

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You want job security.

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There has to be money coming in.

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You want to get a raise.

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Each boss knows how much you make or how much you lose them to the penny.

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So when you go for a raise you want to be able to demonstrate that you gave
outstanding customer service

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that they hear back about this, so when you go for a raise -

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You get one. FIVE. And this is very important, everybody.

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We want to be able to solve problems fast.

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Owners don't need any more problems.
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Managers don't need any more problems.

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Employees don't need any more problems.

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We're going to teach you how to solve these problems and solve them fast.

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Great, great benefit.

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So, why is customer service critical,critical to your company?

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In a recent poll, 85 percent of respondents said they would pay up to 25 percent
more for a superior

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customer experience.

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Look at that phrase.

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A superior customer experience. As we're going through this training, and as
you're going through your

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day to day.

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Always say to yourself "What creates a superior customer experience?"

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How can I give the customer a superior experience?

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Now, 55 percent of people are willing to recommend a company due to outstanding
service.Much more so
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than product or price.

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I know you think you might have the best price in town to get the best product
in town and that may

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be true.

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But a huge part,at least half of all the people that are recommending you, more
than half are doing it

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because you gave outstanding customer service.

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People are so frustrated with the service they get at most places, that when you
give outstanding service

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they will refer you over and over and over again. Why? They love you and they're
willing to pay more because

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they don't want the hassles and their friends don't want the hassles.

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And when you give outstanding service when they give you a referral they're
doing that on their reputation

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not yours.

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They have to feel very very comfortable and very, very secure that when they
refer somebody that person

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is also going to have an outstanding customer service experience.
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Now, 55 percent of people became a customer of your company because of your
reputation for great customer

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service, over half your customers!

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If this were ever to stop let me read this to you backwards, you would lose 55
percent of your customers!

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You can go under.

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So to gain more customers, we need to provide.

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Not great, but outstanding customer service.

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Why?

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For the next reason here. 40 percent of your customers began purchasing from
your competitors.

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Why?

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Because of their reputation for great customer service.

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They beat you on customer service.

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Now there's no problem with this formula.

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The first one, the 55 percent ,you can get people pouring in at a greater rate
simply because you increased

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the value of your customer service you gave them that outstanding customer
service experience and the

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40 percent is awesome for you as long as you're on the right side of this
formula.

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If you go from great to outstanding, you'll be the one drawing away 40 percent
of all your competitors

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customers and you'll be absolutely killing it in the market and profit margins
will go through the roof.

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