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Uab idiomes customer service gener 2012
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Uab idiomes customer service gener 2012

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

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