Vls 2010 03 24 Esc Mgmt

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Vls 2010 03 24 Esc Mgmt

  1. 1. Value Learning Session 24th March 2010 Customer Expectations :A Fluid Landscape
  2. 2. Agenda Duration Time Description (min) 9:00 a.m. - 9:05 a.m. Welcome and Context Setting 5 Anand Kasturi— ‘Escalations : 9:05 a.m. - 9:30 a.m. 25 Customer and Their Expectations’ 9:30 a.m. - 9:50 a.m. Murali Nayak—’Escalation Prevention’ 20 9:50 a.m. - 10:00 a.m. Roundtable 10 © 2009 Avaya Inc. All rights reserved. 2
  3. 3. House Keeping Webinar will go into Lecture Mode during the Presenters session Presentation slides and webinar recording will be uploaded to the NASSCOM GEPS Community Page Participants encouraged to post questions in the ‘Discussion Area’ of the webconference – We will try to answer all your questions 3
  4. 4. Escalations : Customer and Their Expectations Anand Kasturi 4
  5. 5. Escalations Customers And Their Expectations Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  6. 6. Overview The Pyramid Problem Why escalations Empowerment Turning the pyramid upside-down Customer expectations ‘Normal’ vs ‘Escalation’ how expectations change Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  7. 7. The Pyramid Problem top middle bottom Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  8. 8. The Pyramid Problem Where do most customer ‘moments of truth’ occur? Relatively within the hierarchy Who has the least authority? Who has the least resources? Who has the least influence on internal suppliers? Who is usually least informed? … Organisation structure is designed for the frontline to fail! Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  9. 9. The Customer’s Solution top middle bottom Customers Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  10. 10. The ‘Bottomline’ Escalations are ‘inefficiencies’ They are a waste for everyone concerned What is your status? Do you measure the number of escalations? Do you monitor/ track escalations? Product? Process? Customer? Employee? Do you root-cause why the escalation happened in the first place? Do you have a process to prevent escalations? Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  11. 11. The Inverted Pyramid Customers Frontline Rest of organisation Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  12. 12. Empowerment Authority .. And beyond Knowledge Information Resources Support Budgets Permission Encouragement Network … Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  13. 13. Checklist Do you know exactly what the frontline needs? Have you asked them? What do you need, in order for you to be able to manage your customers? Do you know how competent they are on the required needs/ skills? Do you have a clear plan for ongoing empowerment of your frontline? Training Assessment Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  14. 14. SERVQUAL The five dimensions Assurance Empathy Reliability Responsiveness Tangibles Under ‘normal’ circumstances – Reliability Assurance + Responsiveness Empathy Tangibles Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  15. 15. Under Escalation … The order changes … Assurance Responsiveness + Empathy Reliability Tangibles Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  16. 16. Handling Escalations As soon as possible, do you demonstrate Assurance: I am competent, have expertise I take ownership Empathy: Let me summarise what I have understood of your situation You are concerned about … Responsiveness: I will respond quickly, within … I will keep you continuously updated, engaged I am always accessible Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  17. 17. Summary Monitor, track, manage escalations Focus on empowerment of frontline Demonstrate Assurance, Empathy, Responsiveness Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  18. 18. Questions? Dr Anand Kasturi for NASSCOM www.anandkasturi.com
  19. 19. Escalation Prevention Murali Nayak Avaya India Pvt. Ltd.
  20. 20. Escalation Prevention Murali Nayak, Avaya India Pvt. Ltd.
  21. 21. Real Time Survey Results © 2009 Avaya Inc. All rights reserved. 21
  22. 22. Customer Satisfaction As far as customers are concerned we are the company. This is not a burden, but the core of our job. We hold in our hands the power to keep customers coming back -- perhaps even to make or break the company Author unknown © 2009 Avaya Inc. All rights reserved. 22
  23. 23. Customer Satisfaction As far as customers are concerned we are the company. This is not a burden, but the core of our job. We hold in our hands the power to keep customers coming back -- perhaps even to make or break the company Author unknown © 2009 Avaya Inc. All rights reserved. 23
  24. 24. Escalation Prevention Think Understand Execute Paradigm Escalation Proactive Shift Triggers Approach
  25. 25. Paradigm Shift Input Text Input Text Input Text ‘Product’ Live Review of Front line Reactive Competence customer Inhibitions Service to to ‘Service’ issues ‘Service Competence Recovery’
  26. 26. Escalation Triggers Statusing – documentation Cross product issues Hand off issues Diagnostic/troubleshooting approach Lack of ‘displayed confidence’ ‘Perceived’ language barriers © 2009 Avaya Inc. All rights reserved. 26
  27. 27. Proactive Approach How Critical Are We? Cultural Customer Freedom to Sensitivity Centricity Delegate Upwards © 2009 Avaya Inc. All rights reserved. 27
  28. 28. The Evolution of Customer Satisfaction Customers perception is our reality Author unknown © 2009 Avaya Inc. All rights reserved. 28
  29. 29. Q&A © 2009 Avaya Inc. All rights reserved. 29
  30. 30. Roundtable 30
  31. 31. Thank You To write to the GEPS Group, please email : geps@nasscom.in

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