1. NEXUSGUARD and its future towards
Developing POSITIVE Customer Journey
Presented By: Adeolu Adetunji
2. What is Customer Service ?
• Customer service is the provision of service to customer before
and after purchase. The perception of success of such interactions
is dependent on employee "who can adjust themselves to the
personality of the guest”
• Customer satisfaction is a measure of how products or services
meet or surpass customer expectation
4. Customer Service Improvement
• Making sure customers are happy with our
services and products
• Listening to customers’ request
• Earning customers’ trust by creating quality in
products and services rather than price.
5. Customer Journey and RED
• RESPECTFUL :
• Nurture my relationship
• Take time to know and understand my needs
• Recognise and reward my loyalty
• EASY TO DEAL WITH :
• Make service easily accessible for me
• Make it responsive, fast and flexible
• Keep it simple for me
• DEPENDABLE :
• Deliver the right solution at the very first time and always
• Keep promises
• Always there for me
6. Service Profit Chain
• Design of work place, Design of job
• Concept of service
• Needs of target customers
• Retention, Positive word of mouth
7. 3 Cs Perspective
Competitors
Company
Customers• Customers – what percentage of
customer are we capturing?
• Company(Nexusguard) – what
are we going to do differently to
stay ahead?
• Competitors – who are our
competitors and what are they doing
differently?
11. 5 Levels of Listening
Ignore/
Pretend
Selective
Focused
Active
Empathetic
Excellent Listener
Hearing the thought, concerns, and assumption
Which created the controversy you are in
Good Listener
Hearing both what the candidate does and doesn’t say
VS
18. Why do opinion differ when you heard the same story?
Reality
facts
Interpretation and opinions
Decision and conclusions
Actions
inference
Values and standards
Mind sets
19. LEFH Hand and RIGHT Hand Column
Right Hand Column
What I said
Left Hand Column
What I really thought inside of me but didn't say
She does have some good skills No, she’s actually not fit!
21. LEFH Hand Column Detox
Core Layer
Bottom line truth
(what my truth really is)
Cosmetic Layer
Right Hand Column
(what I shared with others)
Reactive Layer
(what I think is the truth)
“that’s a stupid idea”
“that’s interesting…”
“I have a different point of view.
I disagree…”
22. Handling Difficult Conversation
Agree
Bargain
Control
Delay
Ignore your own need while satisfying the need of others
(when you know you are wrong)
Negotiate for the win-win resolution for the conflicting idea
(the issue is important)
Insist that the other party do what you want
(when you’re sure you’re right)
Put the issue for a later discussion
(when the issue is not critical)
23. Transactional Analysis
Transactional analysis is a way to understand people’s communication behaviours
based on the thought and feeling
People operated in three egos, namely
Parent : Frown, you must, encouraging
Adult : Thoughtful, possibly, factual
Child : laughing, cannot, shouting
24. Strokes
Strokes are any kind of attention you can get from or give to another person
Three types of stokes are
Positive : These stokes makes people feel good (example, compliments)
Negative : These strokes put people down (Humiliation)
Zero : These makes people feel noting (zero attention)
25. Diffusing a Difficult Situation
Strokes are any kind of attention you can get from or give to another person
Four ways this can be done are:
Smile : Give a sincere hello
Anticipate : Anticipate the customer’s complaint and give a concerned comment
Apologise/take responsibility : Empathise with customer on behalf of NXG for their situation and take
the blame
Action : Solve the problem promptly
26. What defines A Great Customer Experience?
Functional need: This is when we create value for the customers by delivering service
that meet the expectation
Emotional needs: This is when the customers expectation is exceeded and making a
great difference in the services delivered
Examples of emotional needs are
• Make customer happy about the solution
• Ask their opinion if they feel satisfied with the solution provided
• Be respectful and polite
27. Identifying our Stakeholders
Stakeholders have power and interest to influence our KPI, so it is of paramount
importance to identify and manage them.
Potential BLOCKER
We manage their concerns
Important ALLY
We manage these people closely
Indifference BYSTANDER
Monitoring these kind of people is
enough
Positive SUPPORTER
We keep them informed
P
o
w
e
r
I n t e r e s t
28. Communicating with our Stakeholders
After Identifying our stakeholders, we need to develop methods/ ways to communicate with them
1. Being aware of our own communication style and
2. Being aware of our stakeholders’ communication style
3. Enable continuous dialogue and improvement based on the
known communication styles
