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WHY IS IT IMPORTANT FOR UAB IDIOMES? WHAT’S IT GOT TO DO WITH TEACHERS? Teaching and Customer Service
<ul><li>NEW COMPETITION  </li></ul><ul><li>WORD OF MOUTH </li></ul><ul><li>A BAD EXPERIENCE  </li></ul><ul><li>DISSATISFAC...
<ul><li>20% </li></ul><ul><li>43% </li></ul><ul><li>57% </li></ul><ul><li>78% </li></ul>What percentage of customers who l...
<ul><li>48% </li></ul><ul><li>65% </li></ul><ul><li>78% </li></ul><ul><li>96% </li></ul>How many dissatisfied customers do...
<ul><li>30% </li></ul><ul><li>50% </li></ul><ul><li>70% </li></ul><ul><li>90% </li></ul>What percentage of customers who c...
<ul><li>30% </li></ul><ul><li>10% </li></ul><ul><li>65% </li></ul><ul><li>51% </li></ul>What percentage of our Onsite cust...
<ul><li>20% </li></ul><ul><li>10% </li></ul><ul><li>40% </li></ul><ul><li>25% </li></ul>What percentage of new Onsite cust...
<ul><li>5+ </li></ul><ul><li>3 </li></ul><ul><li>4 </li></ul><ul><li>2 </li></ul>Getting a new customer is …. times more e...
<ul><li>NEW COMPETITION  </li></ul><ul><li>WORD OF MOUTH </li></ul><ul><li>A BAD EXPERIENCE  </li></ul><ul><li>DISSATISFAC...
<ul><li>20% </li></ul><ul><li>43% </li></ul><ul><li>57% </li></ul><ul><li>78% </li></ul>What percentage of customers who l...
<ul><li>48% </li></ul><ul><li>65% </li></ul><ul><li>78% </li></ul><ul><li>96% </li></ul>How many dissatisfied customers do...
<ul><li>30% </li></ul><ul><li>50% </li></ul><ul><li>70% </li></ul><ul><li>90% </li></ul>What percentage of customers who c...
<ul><li>30% </li></ul><ul><li>10% </li></ul><ul><li>65% </li></ul><ul><li>51% </li></ul>What percentage of our Onsite cust...
<ul><li>20% </li></ul><ul><li>10% </li></ul><ul><li>40% </li></ul><ul><li>25% </li></ul>What percentage of new Onsite cust...
<ul><li>5+ </li></ul><ul><li>3 </li></ul><ul><li>4 </li></ul><ul><li>2 </li></ul>Getting a new customer is …. times more e...
<ul><li>GET THE PRODUCT/SERVICE RIGHT </li></ul><ul><li>SATISFYING IS NOT GOOD ENOUGH </li></ul><ul><li>IT’S NOT JUST ABOU...
<ul><li>DISCLAIMERS </li></ul><ul><li>DEFINITIONS  </li></ul>OK , but for teachers??
It’s not this….
…… or this
…… it’s  this
<ul><li>CUSTOMER SERVICE INVOLVES: </li></ul><ul><li>BUILDING AN ORGANISATION TO APPEAL TO THE CUSTOMERS YOU  WANT . </li>...
<ul><li>IN OTHER WORDS CUSTOMER SERVICE INVOLVES: </li></ul><ul><li>AWARENESS, VISION AND PERCEPTION </li></ul><ul><li>SUC...
 
Definitions  <ul><li>Customers  </li></ul><ul><li>Clients  </li></ul><ul><li>Internal customers </li></ul><ul><li>Stakehol...
Service  <ul><li>Service and service standards  </li></ul><ul><li>What are the characteristics of the service offered by U...
The Customer Experience <ul><li>Satisfaction =  level of service </li></ul><ul><li>expectations </li></ul><ul><li>Service ...
Be proactive and seek feedback……
The Customer Journey <ul><li>Observe the process  </li></ul><ul><ul><ul><li>Mystery shopper </li></ul></ul></ul><ul><ul><u...
Customer Journey              Potential Current Ex Current Aware Know Consider  Choose Try Evaluate Advocate
The Customer Journey <ul><li>Describe  </li></ul><ul><li>Critical Points and “Moments of Truth” </li></ul><ul><li>Enhance ...
Discussion <ul><li>Identify some critical points and moments of truth in our students’ journeys.  </li></ul><ul><li>Think ...
And finally …
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Customer service gener 2012

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Transcript of "Customer service gener 2012"

  1. 1. WHY IS IT IMPORTANT FOR UAB IDIOMES? WHAT’S IT GOT TO DO WITH TEACHERS? Teaching and Customer Service
  2. 2. <ul><li>NEW COMPETITION </li></ul><ul><li>WORD OF MOUTH </li></ul><ul><li>A BAD EXPERIENCE </li></ul><ul><li>DISSATISFACTION WITH THE PRODUCT/SERVICE. </li></ul>What is the biggest reason businesses lose customers?
  3. 3. <ul><li>20% </li></ul><ul><li>43% </li></ul><ul><li>57% </li></ul><ul><li>78% </li></ul>What percentage of customers who leave/change are “satisfied”?
  4. 4. <ul><li>48% </li></ul><ul><li>65% </li></ul><ul><li>78% </li></ul><ul><li>96% </li></ul>How many dissatisfied customers do not complain to you about bad service?
  5. 5. <ul><li>30% </li></ul><ul><li>50% </li></ul><ul><li>70% </li></ul><ul><li>90% </li></ul>What percentage of customers who complain return to a business?
  6. 6. <ul><li>30% </li></ul><ul><li>10% </li></ul><ul><li>65% </li></ul><ul><li>51% </li></ul>What percentage of our Onsite customers repeat business?
  7. 7. <ul><li>20% </li></ul><ul><li>10% </li></ul><ul><li>40% </li></ul><ul><li>25% </li></ul>What percentage of new Onsite customers are recommended?
  8. 8. <ul><li>5+ </li></ul><ul><li>3 </li></ul><ul><li>4 </li></ul><ul><li>2 </li></ul>Getting a new customer is …. times more expensive (and difficult) than keeping a customer.
  9. 9. <ul><li>NEW COMPETITION </li></ul><ul><li>WORD OF MOUTH </li></ul><ul><li>A BAD EXPERIENCE </li></ul><ul><li>DISSATISFACTION WITH THE PRODUCT/SERVICE. </li></ul>What is the biggest reason businesses lose customers?
  10. 10. <ul><li>20% </li></ul><ul><li>43% </li></ul><ul><li>57% </li></ul><ul><li>78% </li></ul>What percentage of customers who leave/change are “satisfied”?
  11. 11. <ul><li>48% </li></ul><ul><li>65% </li></ul><ul><li>78% </li></ul><ul><li>96% </li></ul>How many dissatisfied customers do not complain to you about bad service?
  12. 12. <ul><li>30% </li></ul><ul><li>50% </li></ul><ul><li>70% </li></ul><ul><li>90% </li></ul>What percentage of customers who complain return to a business?
  13. 13. <ul><li>30% </li></ul><ul><li>10% </li></ul><ul><li>65% </li></ul><ul><li>51% </li></ul>What percentage of our Onsite customers repeat business?
  14. 14. <ul><li>20% </li></ul><ul><li>10% </li></ul><ul><li>40% </li></ul><ul><li>25% </li></ul>What percentage of new Onsite customers are recommended?
  15. 15. <ul><li>5+ </li></ul><ul><li>3 </li></ul><ul><li>4 </li></ul><ul><li>2 </li></ul>Getting a new customer is …. times more expensive (and difficult) than keeping a customer.
  16. 16. <ul><li>GET THE PRODUCT/SERVICE RIGHT </li></ul><ul><li>SATISFYING IS NOT GOOD ENOUGH </li></ul><ul><li>IT’S NOT JUST ABOUT COMPLAINTS </li></ul><ul><li>SOLVE PROBLEMS QUICKLY </li></ul><ul><li>66% OF NEXT YEAR IS HERE AND NOW (50% + THEIR FRIENDS AND FAMILY) </li></ul><ul><li>IT’S EASIER (AND CHEAPER) TO KEEP A CUSTOMER </li></ul>Which means….
  17. 17. <ul><li>DISCLAIMERS </li></ul><ul><li>DEFINITIONS </li></ul>OK , but for teachers??
  18. 18. It’s not this….
  19. 19. …… or this
  20. 20. …… it’s this
  21. 21. <ul><li>CUSTOMER SERVICE INVOLVES: </li></ul><ul><li>BUILDING AN ORGANISATION TO APPEAL TO THE CUSTOMERS YOU WANT . </li></ul><ul><li>MEETING THE CUSTOMERS’ NEEDS AND MAKING THEM COME BACK. </li></ul><ul><li>MEASURING AND IMPROVING WHAT YOU DO AND HOW YOU DO IT. </li></ul><ul><li>APPLYING SOUND MANAGEMENT PRINCIPLES. </li></ul><ul><li>(LAKE AND HICKEY 2002) </li></ul>Definitions
  22. 22. <ul><li>IN OTHER WORDS CUSTOMER SERVICE INVOLVES: </li></ul><ul><li>AWARENESS, VISION AND PERCEPTION </li></ul><ul><li>SUCCESS, CONFIDENCE AND LOYALTY </li></ul><ul><li>OBSERVATION, ANALYSIS AND IMPROVEMENT </li></ul><ul><li>EFFICIENCY, EXPERTISE AND COMMUNICATION </li></ul><ul><li>(FOLLOWING LAKE AND HICKEY 2002) </li></ul>Definitions
  23. 24. Definitions <ul><li>Customers </li></ul><ul><li>Clients </li></ul><ul><li>Internal customers </li></ul><ul><li>Stakeholders </li></ul>
  24. 25. Service <ul><li>Service and service standards </li></ul><ul><li>What are the characteristics of the service offered by UAB Idiomes? </li></ul><ul><li>What service standards do you have? </li></ul><ul><li>Do you make them explicit to students? </li></ul>
  25. 26. The Customer Experience <ul><li>Satisfaction = level of service </li></ul><ul><li>expectations </li></ul><ul><li>Service Gaps = dissatisfaction or delight </li></ul><ul><li>Performance/Importance </li></ul><ul><li>Perceptions </li></ul><ul><li>How can we get the customers’ perspectives? </li></ul><ul><li>How can we reconcile differences? </li></ul>
  26. 27. Be proactive and seek feedback……
  27. 28. The Customer Journey <ul><li>Observe the process </li></ul><ul><ul><ul><li>Mystery shopper </li></ul></ul></ul><ul><ul><ul><li>Walk through </li></ul></ul></ul><ul><ul><ul><li>Document trail </li></ul></ul></ul><ul><ul><ul><li>Shadowing </li></ul></ul></ul><ul><li>Visualise the process </li></ul>
  28. 29. Customer Journey             Potential Current Ex Current Aware Know Consider Choose Try Evaluate Advocate
  29. 30. The Customer Journey <ul><li>Describe </li></ul><ul><li>Critical Points and “Moments of Truth” </li></ul><ul><li>Enhance the experience </li></ul>
  30. 31. Discussion <ul><li>Identify some critical points and moments of truth in our students’ journeys. </li></ul><ul><li>Think about a class, a week or month or a course. </li></ul><ul><li>How can we enhance the experience? </li></ul>
  31. 32. And finally …
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