Service Design 5: Customer Service

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Fifth lecture on service design at KISK of Masaryk University, Brno, Czech Republic. This time on importance, key principles and best practices of customer service.

Published in: Business, Education

Service Design 5: Customer Service

  1. 1. Service Design Customer Services Service Design Course VIKMB32 5
  2. 2. 2 What‘s the news this week?
  3. 3. Good and bad Customer service 3 1. Why is it a corner-stone of services 2. How should it be set up and managed 3. Good and bad practices 4. Handling problematic situations with grace
  4. 4. Why it matters anyway? 4 82 % People stopped doing business with the company after bad experience with staff. 95 % People turned bad experience into action (complaint, negative recommendation to friends etc.) 22 % People got any kind of response to their complaint.    Customer Satisfaction Report Data for 2010
  5. 5. How to manage great services 5 1. Shared vision like Airbank 2. The right mind set like Zappos 3. Good training like Starbucks 4. Performance measurement (NPS, individual assessment) like all of the above
  6. 6. Dos and don‘ts 6
  7. 7. Problematic situations 10
  8. 8. Listen Acknowledge the problem Take problem-solving action Thank them, and Explain what you've done
  9. 9. 13 ZCLT Stories – Zappos 8 hour call with customer
  10. 10. The tandem project Two-person teams cooperate on a realistic design challenge together. We‘ll follow the HCD methodology, hence I expect you to do: 1. Empathic research for your project (min. 5 in-depth interviews per team member) 2. Brainstorming session (ideály with some external person, e.g. client or domain expert) 3. Min. one quick prototype of the best idea incl. user feedback Deadline: 11 June or 18 June (let‘s pick one of them now) Format: max. 30 min executive presentation incl. Q&A + report (handed over with presentation) 14
  11. 11. Until Next Time 1) List most striking overdeliveries in services you have met so far and explain them to the group. 2) Please read one of the following books. 15
  12. 12. Next Meeting KISK lecture room Wednesday 30 April 2014 12:30 – 15:30 16

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