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Improving customer service experience for the Best performance

Improving customer service experience for the Best performance

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Csat Wdna Csat Wdna Presentation Transcript

  • Evolution of the Customer Experience: MShop & CSAT WDNA Oliver , Sales Team
    • Why focus on the Customer Experience
    • How does MShop & CSAT improve the Customer Experience
    • How to improve the experience: Action & Insights
    • Question & Answer
    Objectives For Today Fido, Always by your side
    • A lot of resources are spent on trying to improve in these programs. What return can I expect on time and money invested?
    • Increased Lifetime Value
    • Reduction of Early Lifecycle Churn
    • Higher Attachment Rates
    • Increased Referrals
    • Increased Repeat Business
    • Competitive Edge: Brand Advantage
    Why Focus on Customer Experience Fido, Always by your side
  • How does MShop and CSAT improve the Customer Experience?
    • Market Research (JD Power, Ipsos-reid) studies on wireless retail behavior have defined drivers of customer satisfaction.
    • These drivers have been incorporated into the design of MShop and CSAT Programs:
    • Rep behaves in an honest manner
    • Rep has thorough knowledge of products and services
    • Explain charges on bill
    • Ask questions to determine what the needs are of the customer
    • Rep offers customized solution based on needs
    • Rep shows concern/interest in resolving customer needs
    • Customer cell phone is activated before leaving the store
    • Rep solves any problem/answers questions in a single visit
    • Customer is demonstrated key service and application
    Fido, Always by your side
  • A strong retail experience paves the way for strong overall satisfaction with service provider. Sales staff, is by far the number one driver of satisfaction in the retail environment Source: JD Power, 2006 How to improve the experience: Action & Insights Fido, Always by your side Sales Staff 40% Prices and Promotions 24% Facility 18% Product Display/ Materials 18% 25 Accessibility of demo phones 26 Availability of product/service info 26 Clarity of displays/product info 23 Ease of using interactive displays % Product Display/Materials 25 Full range of mobile phones/accessories 18 Internal/external appearance/atmosphere 18 Convenience of store hours 17 Convenience of store location 21 Size/layout of store % Facility 12 Allowed enough time to make decisions 13 Length of time to complete paper work 14 Sales person concern for your needs 13 Sales person knowledge of phones 23 Sales person courtesy/friendliness 15 Promptness in assisting 11 Sales person knowledge of service plans % Sales Staff 31 Rebates on mobile phones/accessories 31 Rebates on service plans 37 Price/product incentives % Prices and Promotions
  • Fido, Always by your side How to improve the experience: Action & Insights
    • Fido Maintain / Strengthen:
    • Knowledge of Customer Service Rep
    • Friendliness of Customer Service Rep
    • Store cleanliness
    • Clarity of displays and product information
    • Assistance from Customer Service Rep in selecting a service plan that best met my needs
    • Promptness of assistance from Customer Service Rep
    • Assistance from Customer Service Rep in selecting a handset that best met my needs
    • Fido Focus/ Improve Performance:
    • Demonstrate how to send a text message
    • Explain Fido’s network coverage
    • Promote the “ Refer a Friend ” program
    • Demonstrate how to access your voicemail
    CSAT Insights provided by customers:
  • Fido, Always by your side How to improve the experience: Action & Insights
    • Try role-playing to identify challenge areas and opportunity for coach-back
    • Are all our reps trained and certified on the courses that will help them succeed
    • Walk through the on-boarding process through the CSAT program, this has proven to be a key driver of customer experience
    • How am I doing? Regular and frequent reviews on reporting
    • Focus on the Sales Rep: Ability to influence a customer interaction
    How best can I prepare to succeed:
    • 1. When you purchased your new handset, did the Sales Associate walk you through the
    • “ Getting Started folder/ Starter Kit”?
    • Yes B) No
    • 2. Did the Sales Associate ask you if you were interested in a plan or package that included features such as internet browsing, email or messaging?
    • Yes B) No
    • 3. Did the Sales Associate you dealt with demonstrate any features available on your new handset or upgrade such as internet browsing, messaging or how to download a ring tune?
    • Yes B) No
    • 4. How would you rate your overall experience dealing with the Customer Service Representative?
    • Very satisfied
    • 5. How likely are you to recommend doing business with this particular store location?
    • A) Definitely will
    Fido, Always by your side CSAT Questionnaire
  • Thanks
    Contact us : 220 & 363 Yonge St., Toronto ,ON Tel/Fax: 416-598-4843 / 416-598-5655 Or visit us at www.wireless-dna.com