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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%
    • The Cost of Poor Service NEW CUSTOMERS EXISTING CUSTOMERS
      • 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?
        • CURRENT REALITY
          • We service customers based on historical data or based on what we think they want
        • GOING FORWARD
          • 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