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Proactive Customer Service 1 16 04

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  • WTS Agencies Inc.
  • WTS Agencies Inc.
  • Transcript

    • 1. PROACTIVE CUSTOMER SERVICE“T A K I N G Y OU R OR GA N I Z A T I ON T O T H E B E N C H M A R K LE V E L” WTS AGENCIES Inc
    • 2. What is Proactive Customer Service? Vision “Provide service that delights customers as well as generates extra revenue andrelationship “hooks” with new and existing customers” WTS AGENCIES Inc
    • 3. Characteristics of Proactive Customer Service o O n e S t o p S h o p p in g f o r C u s t o m e r s g C u s t o m e r D e lig h t g A t t e n t io n t o t h e D e t a ils M u lt i-F u n c t io n a l S e r v ic e S t a f f A s k f o r E x t r a S e r v ic e s - U p - s e llin g r F o llo w u p S a t is f a c t io n a E xtre me E mp o w e rme nt e A c c o u n t a b ilit y a n d R e s p o n s ib ilit y n P r o b le m s a r e O p p o r t u n it ie s o S t a f f S a t is f a c t io n a n d D e v e lo p m e n t WTS AGENCIES Inc
    • 4. Creating and Enhancing those “Moments of Truth” CUSTOMER STRATEGIC FEEDBACK FRAMEWORK • Mission/Vision • Surveys • Organizational • Satisfaction Calls Behaviors • Sales Calls • Strategic Initiatives (Delight) LOYALTY CUSTOMER SERVICE SKILLS Training Testing WTS AGENCIES Inc Evaluation & Improvement
    • 5. Strategic Framework M i s s i o n /V i s i o n - D o e s y o u r o r g a n i z a t i o n h a v e a m is s io n a n d v is io n f o r it s c u r r e n t b u s in e s s a n d it s f u t u r e ? H a s y o u r o r g a n iz a t io n c le a r ly d e f in e d w h a t it d o e s ? D o e s yo u r s ta ff u n d e r s ta n d t h e s e ? D o a ll w o r k p r o c e s s e s a n d p ro c e d u re s , c o m p a n y p e rfo rm a n c e m e a s u r e s a lig n t o t h e o r g a n iz a t io n a l m is s io n a n d v is io n ? O r g a n iz a t io n a l B e h a v io r s - H a s y o u r c o m p a n y d e f in e d t h e b e h a v io r s it d e s ir e s t h r o u g h o u t t h e o r g a n iz a t io n ? H o w d o e s y o u r o r g a n iz a t io n p r o m o t e a n d e n c o u r a g e t h o s e b e h a v io r s ?
    • 6. Customer Feedback S u r v e y s - G iv e y o u r c u s t o m e r s t h e o p p o r t u n it y t o g iv e y o u f e e d b a c k S a le s C a lls - E n s u r e e a c h s a le s c a ll a s k s t h e q u e s t io n s “ H o w is o u r s e r v ic e ? ” “ H o w c a n w e im p r o v e ? ” S a t is f a c t io n C a lls - F o llo w u p o n o r d e r s a n d is s u e s t o e n s u r e c o m p le t e c lo s u r e R e v e n u e a n d P e r f o r m a n c e - R e v ie w c o m p a n y p e r f o r m a n c e t o s p o t p o s s ib le s a t is f a c t io n is s u e s
    • 7. Customer Service SkillsHow do you know what skills are needed? Define and understand what Quality Service is Define your customers. (Internal and External..every position has at least one of each) Define what your Internal and External customers requirements are Define the skills and processes needed to achieve those requirements Measure your performance - If you cannot measure it, you cannot manage it, period!
    • 8. Customer Service - The Next Level T h is m u lt i-le v e l a p p r o a c h is b a s e d o n 3 s u c c e s s fa c to rs :  C r e a t e a s t r a t e g ic f r a m e w o r k t h a t a lig n s t h e e n t ir e o r g a n iz a t io n in a c u s t o m e r f o c u s e d d ir e c t io n w h ile p r o v id in g a s t r u c t u r e d p r o c e s s f o r p r o d u c t iv e c h a n g e .  S e t u p a c u s to m e r fe e d b a c k p ro g ra m t o a s s e s s t h e o r g a n iz a t io n s e f f e c t iv e n e s s in m e e t in g t h e n e e d s o f it s c u s t o m e r s .  C r e a t e a d eWTSe GENCIES Inc e n t p r o g r a m t h a t v A lo p m t r a in s c u s t o m e r s e r v ic e s k ills f o r a ll
    • 9. Creating a Strategic Framework1. Defined your business – What are your core competencies? – Who are your customers and what are their most critical requirements? – What are your most critical work processes and what are the critical performance measures needed to manage those requirements2. Radical improvement - Defining and Aligning your organization – simplify, combine, eliminate, automate – create new cross-boundary tasks3. Technology - – Take advantage of appropriate technology to support new ways of doing business and measuring performance4. COMMUNICATE, COMMUNICATE, COMMUNICATE!
    • 10. Obtaining Satisfaction Feedback T h e k e y is t o a s k ! D o n o t b e a f r a id t o a s k in t e r n a l a n d e x t e r n a l c u s t o m e r s h o w t h e y f e e l y o u c a n im p r o v e C r e a t e d if f e r e n t c o m m u n ic a t io n t o o ls f o r a ll c u s t o m e r s D e v e lo p a p r o c e s s t o o b t a in in g t h e in f o r m a t io n , r e p o r t in g it , p r e s e n t in g t o t h o s e w h o a r e a c c o u n t a b le a n d e n s u r e p r o p e r a c t io n is t a k e n R e p o r t t h e in f o r m a t io n g a t h e r e d t o t h o s e w h o g a v e it t o s h o w y o u r c o m m it m e n t t o t h e ir s a t is f a c t io n In c lu d e a n a n a ly s is o f w h a t y o u c o n c lu d e d a n d t h e a c t io n p la n
    • 11. Customer Service Skills Training E v e r y o n e in y o u r o r g a n iz a t io n h a s c u s t o m e r s s o , p r o v id e o r ie n t a t io n t r a in in g t o a ll s t a f f E n s u r e t r a in in g a d d r e s s e s t h e m in im u m r e q u ir e m e n t s o f s k ills f o r a ll e m p lo y e e s C r e a t e a t o t a l c u s t o m e r s e r v ic e c u lt u r e S t r e s s t h e im p o r t a n c e o f IN T E R N A L C u s t o m e r s a t is f a c t io n , n o t ju s t e x t e r n a l c u s t o m e r s a t is f a c t io n S e t a s id e t im e a n d b u d g e t e x p e n s e t o t r a in e a c h y e a r . L o y a lt y is n o t s o m e t h in g t h a t s t a y s w h e n r e v e n u e is
    • 12. Orientation Training - Starting Point QUALITY SERVICE SKILLS (All Staff) ropos e dApproa c h MASTERY TESTINGA ll S t a f f (Demonstration and Ongoing Knowledge of Skill Requirements) QUALITY SERVICE SKILLS COACHING (Team Leaders, Managers, Leadership) MASTERYInc WTS AGENCIES TESTING (Demonstration and Ongoing Knowledge of Skill Requirements)
    • 13. S E R V IC EL E A D E R S H IP S K IL L S P R O V ID E R  Listening  Questioning  Building Rapport  Upselling  Daily Offering Service Coaching Skills  Consistency  Continuity  Follow Through  Trust  Commitment IN S ID E S E R V IC E P R O V ID E R WTS AGENCIES Inc
    • 14. Post Orientation TrainingService Staff - ACHIEVING EXTRAORDINARY SERVICE OPPORTUNITIESProgram D CUSTOMER RELATIONS (Post Orientation)Inside Service Staff - INSIDE SERVICEProgram C (Post Orientation) ACHIEVING MOTIVATING FORManagement - KEEPING THE EXTRAORDINARY EXTRAORDINARY SKILLS ALIVE CUSTOMER RELATIONS SERVICEProgram B (Fully Competent or Value Added)Leadership - MANAGING EXTRAORDINARYProgram A WTS AGENCIES Inc SERVICE (Based on Need)
    • 15. Managing Customer ExperiencesL E A D E R S H IP MANAGEMENT S E R V IC E C U S TO M E R S P R O V ID E R Program D Program Program A B IN S ID E S E R V IC E S E R V IC E Program V IS IO N & C O A C H IN GL E A D E R S H IP P R O V ID E R S C S K IL L S WTS AGENCIES Inc
    • 16. How do you get started?  D e t e r m in e y o u r c u s t o m e r s r e q u ir e m e n t s f o r s e r v ic e s t a n d a r d s a n d q u a lit y o f s e r v ic e - W h a t a r e t h e V it a l F e w it e m s t o y o u r c u s t o m e r s ’ s a t is f a c t io n a n d lo n g t e r m r e la t io n s h ip  D e v e lo p a n d Im p le m e n t O r g a n iz a t io n a l V is io n a n d M is s io n - S h o u ld b e b a s e d o n t h e d a t a g a t h e r e d in s t e p 1  A s s e s s t h e o r g a n iz a t io n - A g a in s t t h e C u s t o m e r s R e q u ir e m e n t s a n d t h e o r g a n iz a t io n s v is io n a n d m is s io n  D e v e lo p a r e a s o f s ig n if ic a n t g a p - P r io r it iz e b a s e d o n w h a t is c r it ic a l t o y o u r c u s t o m e AGENCIES Inc WTS rs .  D e v e lo p a n a c t io n p la n t o a d d r e s s
    • 17. Who can help?  W T S A g e n c i e s h a s o v e r 15 y e a r s o f e x p e r ie n c e in t r a in in g , s t a f f in g a n d q u a lit y s e r v ic e d e v e lo p m e n t  W T S A g e n c ie s is t h e t o p o u t s o u r c in g p a r t n e r o f t h e s h ip p in g a n d t r a n s p o r t a t io n in d u s t r y  W T S A g e n c ie s h a s c o n s u lt a n t s e r v ic e s , t r a in in g a n d s t a f f in g

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