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Let the service revolution begin






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Let the service revolution begin Let the service revolution begin Presentation Transcript

  • Let the Service Revolution Begin! Presented by Linda Gomes – April 2010
    • ‘ A Drastic or far reaching change in ways of thinking or behaving’
    Definition of Revolution
    • Not being recognised as a valuable customer
    • Unhelpful staff
    • Ineffective call centres
    Top 3 reasons why customers defect?
  • Some Sobering Facts
    • 95 % of dissatisfied customers will never complain and
    • 90 % of those originally dissatisfied customers will never return.
  • The Cost of Poor Service Source: 2006 Maritz Poll In words 43% of customers leave an organization because of a negative service experience, and of those, 77% attribute that experience to employee attitude or behaviour – In short BAD SERVICE . In Figures AT&T annual turnover (09) - $30.6 billion 43% = $13.16 billion 77% = $10.13 billion – Lost revenue due to bad service Graphically 77%
    • Service centres viewed as cost centres by business
    • Budgets
    • Headcount restrictions
    • Lack of training / people development
    • Increasing workloads
    • Drive to decrease talk times
    • Environments driven by extreme discipline
    • Employee morale and attitude
    Factors driving Poor Service Delivery
    • Quantitative metrics alone cannot be used to gauge service delivery and customer experience and perception
    Are quantitative measures accurately depicting current service realities?
      • Voice of the customer  (VOC) is a term used in business and Information Technology to describe the in-depth process of capturing a customer's expectations, preferences and aversions.
    Enter Voice of the Customer!!!
      • To be heard
      • Assistance
      • To feel valued
      • For their basic service needs to be met
      • The right to products / service delivery based on fair exchange of money
      • Product / service based on sales / marketing pitch
    So what do our Customers want?
        • We service customers based on historical data or based on what we think they want
        • We service customers based on ongoing, real time feedback.
        • Service delivery aims to meet expectations and create positive service perceptions
    How can we achieve this?
      • First Call Resolution
      • Customer Satisfaction Index
    Critical Customer Experience Metrics
      • Feedback needs to be obtained while interaction is fresh in customers mind
      • Feedback must be event specific
      • Feedback must be driven by the organisation
      • Once off annual surveys are old fashioned and no longer fit for purpose!
    Best Practice Guidelines
      • Data analysis essential for driving continuous improvements
      • Change management and employee buy-in essential
      • VOC needs to be applied consistently across all business areas and divisions
    Best Practice Guidelines Cont…
      • Drives and supports key strategic outputs
      • Creates a culture of pro-activity
      • Alignment of internal and external quality assurance
      • Feedback can be used for training and performance management – coaching is targeted and specific
      • Drives escalation management and resolution - reduces usage of channels like Hellopeter.com
    Benefits of VOC
      • Drives increased customer retention
      • Increases employee retention
    Benefits of VOC continued…
      • Outsourcers would be able to compete based on actual customer service delivery and satisfaction levels – it would become the differentiator when there is no room left to cut on pricing
      • Better performing outsource environments create more opportunity and interest in SA as an outsource destination of choice
      • Service delivery customised based on international customer service expectations
    The Service Differentiator
      • Customers will start choosing to do business with companies who take their feedback seriously and provide excellent service
      • ” You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” -  Jerry Fritz
    The Service Differentiator cont…
      • Thank you!
    Let the service revolution begin!
  • Questions