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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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  • 1. How to transform CUSTOMER SERVICEBy OEE Photo credit: zoetnet / Foter.com / CC BY
  • 2. Are your customersFRUSTRATED?
  • 3. Unhappy customers LEAVE Photo credit: Cirofono / Foter.com / CC BY
  • 4. …….. they typically tell 9-15 other people about their poor experiencesPhoto credit: pedrosimoes7 / Foter.com / CC – WHITE HOUSE OFFICE OF CONSUMER AFFAIRS
  • 5. Customer service isKEY
  • 6. 55% of customers wouldpay extra to guarantee a better service – DEFAQTO RESEARCH
  • 7. So you need to change - FAST! Photo credit: Fabio Alessandro Locati / Foter.com / CC BY-SA
  • 8. Our top 3 SERVICE PrinciplesBy OEE
  • 9. 1Focus onVALUE
  • 10. Value is what yourCUSTOMER is willing to pay for
  • 11. ……….Not what YOU want to sell
  • 12. To understand value, you must capture the VOICE OF YOUR CUSTOMER
  • 13. ASKyour customers Photo credit: EIU / Flikr.com / CC BY
  • 14. Improvement without defining VALUE is just cost reduction
  • 15. Reducing costDOES NOT EQUAL improving service
  • 16. Improving service requires an EXTERNAL focus……..
  • 17. 2Imagine you are theCUSTOMER
  • 18. To trulyUNDERSTAND walk in your customer’s shoes Photo Credit: Thomas Leuthard / Foter.com / CC BY
  • 19. Your customer will see your SERVICEin a different way than you do
  • 20. Understand theOBSTACLESyour customer faces to receive your service Photo credit: The U.S. Army / Foter.com / CC
  • 21. 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. …………………..
  • 22. ThenELIMINATE them, one at a time Photo credit: ilouque / Foter.com / CC BY
  • 23. Give your customers: WHAT they want WHEN they want it HOW they want it And WHERE they want it
  • 24. And show them you CARE! Photo credit: Chris_Samuel / Flikr.com / CC BY
  • 25. 3 ValueCOMPLAINTS
  • 26. Complaints provide a WINDOWPhoto credit: fill circle line / Flikr.com / CC BY on the workings of your business
  • 27. Complaints are FREEmarket research Photo credit: libookperson / Foter.com / CC BY
  • 28. For every customer complaint, there are 26 other unhappy customers who have remained silent – LEE RESOURCE
  • 29. Handling COMPLAINTSpromptly and effectively is important
  • 30. …… but notENOUGH!
  • 31. Address theCAUSE of complaintsto improve service
  • 32. ANALYSE your complaints dataPhoto credit: JamesTallman / Flikr.com / CC BY
  • 33. Identify the real ROOT CAUSES(not just what customers complained about)
  • 34. PRIORITISEthose that have greatest impact on customers
  • 35. ThenELIMINATEthe causes, one by one Photo credit: ilouque / Foter.com / CC BY
  • 36. Our top 3 SERVICE principlesBy OEE
  • 37. 1 Focus on VALUE 2 3Imagine you are the ValueCUSTOMER COMPLAINTS
  • 38. OEEunlocking your full potential SIGN UP FOR OURWWW.OEEUK.COM QUARTERLY NEWSLETTER

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