Customer Service

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Customer Service presentation to client for tele-seminar

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  • We don’t control life.. But we can control the reaction to life
  • Customer Service

    1. 1. A Customer Complaint is a Hidden Gift The Strategy Guy
    2. 2. Today’s Agenda <ul><li>Group Introductions </li></ul><ul><li>Pulse Check </li></ul><ul><li>Ground Rules for success </li></ul><ul><li>Moderator Introduction </li></ul><ul><li>Case Study </li></ul><ul><li>Tools </li></ul><ul><li>Q & A </li></ul><ul><li>Pulse Check, Summary & Close </li></ul>
    3. 3. Group Introduction <ul><li>Your Name </li></ul><ul><li>Your Company / Organization </li></ul><ul><li>Your Role </li></ul><ul><li>Your Passion </li></ul>
    4. 4. Pulse Check
    5. 5. Some Rules for Success <ul><li>Cell Phones OFF </li></ul><ul><li>Equal Status </li></ul><ul><li>Own Your Own Experience </li></ul><ul><ul><li>Be specific </li></ul></ul>
    6. 6. Moderator Introduction <ul><li>Customer Service @ 14 years of age </li></ul><ul><li>The Strategy Guy </li></ul><ul><li>Productivity Transformation </li></ul><ul><li>Human Capital Transformation </li></ul>
    7. 7. I Have a Complaint for You
    8. 8. Case Study - Facts
    9. 9. Case Study - Facts
    10. 10. Let’s do the Math <ul><li>New customer acquisition cost = 4x </li></ul><ul><ul><li>New employee cost = 1y salary </li></ul></ul><ul><li>8 to 10% of No Problem Reported = Don’t return </li></ul><ul><ul><li>10 to 25% depending on product performance </li></ul></ul><ul><li>14% of Satisfied w/ Problem fix = Don’t return </li></ul><ul><li>70% of Unsatisfied w/ Problem fix = Don’t return </li></ul><ul><li>45% of Problem NOT reported = Don’t return </li></ul>
    11. 11. What can you do? <ul><li>How many total clients do you have? </li></ul><ul><ul><li>Look for the problems </li></ul></ul><ul><ul><li>Fix the root cause </li></ul></ul><ul><li>Ask your clients for specifics? </li></ul><ul><ul><li>Did this ever happen before? </li></ul></ul><ul><ul><li>How is it impacting your business? </li></ul></ul><ul><ul><li>Fix the client first! </li></ul></ul><ul><ul><li>Cycle your feedback into production! </li></ul></ul><ul><li>Change “satisfaction” mindset to an “enthusiastic recommendation” mindset </li></ul>
    12. 12. Case Studies Fix the Customer First Philosophy <ul><li>Ristaurante DiLullo </li></ul><ul><li>MBI Corporation </li></ul><ul><li>Sun Microsystems </li></ul><ul><li>Hewlett Packard </li></ul>
    13. 13. The Rewards <ul><li>Yourself </li></ul><ul><ul><li>Emotional </li></ul></ul><ul><li>Your Organization </li></ul><ul><ul><li>Financial </li></ul></ul><ul><li>Your Client </li></ul><ul><ul><li>Peak Experience </li></ul></ul>Self-actualization Esteem needs Belongingness & Love needs Safety needs Biological & Physiological needs
    14. 14. Peak Experiences “ there are moments of ecstasy which cannot be bought, cannot be guaranteed, cannot even be sought… … but one can set-up the conditions so that peak experiences are more likely, or one can perversely set up the conditions so that they are less likely” Abraham Maslow
    15. 15. What should you measure?
    16. 16. Don’t Get Bogged Down By Tools <ul><li>KPI’s </li></ul><ul><ul><li>Pick just 1 </li></ul></ul><ul><li>Dashboards </li></ul><ul><li>Net Promoter Score </li></ul><ul><ul><li>Questions </li></ul></ul><ul><ul><li>Recommendations </li></ul></ul><ul><ul><li>Continuous Improvement </li></ul></ul><ul><li>Customer Satisfaction Surveys </li></ul><ul><ul><li>Close-to-the-Customer </li></ul></ul>
    17. 17. Feedback & Tools
    18. 18. Pulse Check
    19. 19. Remaining Questions
    20. 20. Twitter; @strategyguy E-mail; [email_address] Blog; http://thestrategyguysite.com/ LinkedIn; http://www.linkedin.com/in/jcduarte

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