30.
multiple people + multiple
locations of information =
MULTIPLE MISTAKES
31.
WHY IS THIS SO IMPORTANT?...
Microsoft’s State of Global Customer Service Report asked 5,000 people,
32.
“What is the most important aspect of a
good customer service experience?”
33.
getting my issue resolved in
a SINGLE interaction (no
matter the length of time)
“What is the most important aspect of a
good customer service experience?”
36%
34.
a KNOWLEDGEABLE
customer service
representative to help me
“What is the most important aspect of a
good customer service experience?”
39%
35.
“Do you have higher expectations for customer service
today than you had one year ago?”
AND THE TIMES, THEY ARE-A-CHANGING
36.
YES
“Do you have higher expectations for customer service
today than you had one year ago?”
59%
AND THE TIMES, THEY ARE-A-CHANGING
47.
“mistakes WERE made”
“I hear that you’re angry. I
don’t know where your file is,
who ordered the wrong
windows, why they were
delivered late and also the
wrong size, when we will fix
the problem, and if it was our
fault or not, but I assure you,
we have our best guys on it “
48.
Know the W’s of your Customers’
details instantly
Who’s
Where’s
Why’s
When’s
49.
Know the W’s of your Customers’
details instantly
In One Click
50.
Know the W’s of your Customers’
details instantly
In One Click
Click clickity-clack on “in one
click” to find out how
62.
But are not always kept:
“It took them 5 days to schedule my window repair, 3
weeks to get out here, and when they arrived they didn’t
have the right parts and had to RESCHEDULE!”
63.
Even when the problem is entirely a
manufacturer error
112.
Jobs in warehouse older than 2 weeks
Wednesday 10 am
113.
How many error jobs last month, sorted by
salesperson
1st of Every Month
114.
When you are focused on managing
your company
115.
You need useful interruptions
that expose what areas need your
attention the most.
116.
Click the bulb to shed light on your
company’s operations.
117.
“I’ve got to hand it to you guys, this system is just
so impressive.You guys obviously know what
you’re doing. I never imagined it could be so
tailored to all the specific things we have to get
done. It covers everything!”
-VP of a W&D dealership in NY
118.
With a community built of dealers,
the broader the conversation:
119.
With a community built of dealers,
the broader the conversation:
the better the system becomes.
120.
PATH | WD is the only system that
was built to adjust as the industry
changes
121.
Learn how ONE custom built
tool can transform