Transforming Customer Service
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Transforming Customer Service

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How to transform customer service. Our top 3 tips. Improve customer experience, increase advocacy and retain more customers.

How to transform customer service. Our top 3 tips. Improve customer experience, increase advocacy and retain more customers.

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Transforming Customer Service Transforming Customer Service Presentation Transcript

  • How to transform CUSTOMER SERVICEBy OEE Photo credit: zoetnet / Foter.com / CC BY
  • Are your customersFRUSTRATED?
  • Unhappy customers LEAVE Photo credit: Cirofono / Foter.com / CC BY
  • …….. they typically tell 9-15 other people about their poor experiencesPhoto credit: pedrosimoes7 / Foter.com / CC – WHITE HOUSE OFFICE OF CONSUMER AFFAIRS
  • Customer service isKEY
  • 55% of customers wouldpay extra to guarantee a better service – DEFAQTO RESEARCH
  • So you need to change - FAST! Photo credit: Fabio Alessandro Locati / Foter.com / CC BY-SA
  • Our top 3 SERVICE PrinciplesBy OEE
  • 1Focus onVALUE
  • Value is what yourCUSTOMER is willing to pay for
  • ……….Not what YOU want to sell
  • To understand value, you must capture the VOICE OF YOUR CUSTOMER
  • ASKyour customers Photo credit: EIU / Flikr.com / CC BY
  • Improvement without defining VALUE is just cost reduction
  • Reducing costDOES NOT EQUAL improving service
  • Improving service requires an EXTERNAL focus……..
  • 2Imagine you are theCUSTOMER
  • To trulyUNDERSTAND walk in your customer’s shoes Photo Credit: Thomas Leuthard / Foter.com / CC BY
  • Your customer will see your SERVICEin a different way than you do
  • Understand theOBSTACLESyour customer faces to receive your service Photo credit: The U.S. Army / Foter.com / CC
  • Identify &PRIORITISEall the obstacles they face1. YOU’RE WASTING MY TIME2. I CAN’T FIND YOUR PHONE NUMBER ANYWHERE3. I’VE GIVEN YOU THIS INFORMATION 3 TIMES ALREADY4. YOU’VE SPELT MY NAME WRONG5. WHY DO I HAVE TO SPEAK TO 4 DIFFERENT AGENTS?6. I’VE BEEN WAITING 25 MINUTES FOR YOU TO ANSWER7. I WAITED 5 DAYS FOR XXX AND YOU SENT ME YYY8. …………………..
  • ThenELIMINATE them, one at a time Photo credit: ilouque / Foter.com / CC BY
  • Give your customers: WHAT they want WHEN they want it HOW they want it And WHERE they want it
  • And show them you CARE! Photo credit: Chris_Samuel / Flikr.com / CC BY
  • 3 ValueCOMPLAINTS
  • Complaints provide a WINDOWPhoto credit: fill circle line / Flikr.com / CC BY on the workings of your business
  • Complaints are FREEmarket research Photo credit: libookperson / Foter.com / CC BY
  • For every customer complaint, there are 26 other unhappy customers who have remained silent – LEE RESOURCE
  • Handling COMPLAINTSpromptly and effectively is important
  • …… but notENOUGH!
  • Address theCAUSE of complaintsto improve service
  • ANALYSE your complaints dataPhoto credit: JamesTallman / Flikr.com / CC BY
  • Identify the real ROOT CAUSES(not just what customers complained about)
  • PRIORITISEthose that have greatest impact on customers
  • ThenELIMINATEthe causes, one by one Photo credit: ilouque / Foter.com / CC BY
  • Our top 3 SERVICE principlesBy OEE
  • 1 Focus on VALUE 2 3Imagine you are the ValueCUSTOMER COMPLAINTS
  • OEEunlocking your full potential SIGN UP FOR OURWWW.OEEUK.COM QUARTERLY NEWSLETTER