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1. Customer Service Review
Your Company Name

2. 2
01
Agenda One
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Agenda Two
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Agenda Three
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Agenda Five
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Agenda

3. About Our Company
3
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4. This slide is 100% editable.
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Carol Smith
Finance Manager
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John Parker
Product Manager
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Mary Graves
CEO/ Director
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Peter Daniel
Managing Director
The Team
4

5. Customer Service Model
5
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People
Design
Strategy
Customer
Service
Experience

6. Customer Service Model
6
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Reputation
Performance
Growth
Profitability
Trust

7. Customer Satisfaction Model
7
Customization
Reliability Overall
Price Given
Quality
Quality Given
Price
Complaint Behavior
Repurchase Like Hood
Price Tolerance (Reservation Price)
Reliability Overall
Customization
Satisfaction
Confirm/Disconfirm Expectations
Comparison With Ideal
Customer
Satisfaction
(ACS)
Perceived
Value
Customer
Complaints
Perceived
Overall
Quality
Customer
Exercitations
Customer
Loyalty

8. The Rater Model
8
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Reliability
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Tangibles
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Empathy
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Assurance
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Responsiveness
02
04 03
01
05

9. The Disconfirmation Model
9
High Expectations
Negative Disconfirmation
“Disappointment”
Dissatisfaction
zone
Satisfaction
zone
10
9
8
7
6
5
4
3
2
1
Favorable
Performance
Unfavorable
Performance This slide is 100% editable. Adapt it to your needs and capture your
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10. Customer Service Matrix
10
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Ease
Of
Customer
Exit
Lifetime Value Of Customer
Text Here Text Here
Text Here Text Here
01 02
04 03
HIGH
LOW HIGH

11. Satisfaction Goals
11
Text
Here
Text
Here
Text
Here
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Text
Here

12. Customer Services Management Chart
12
ANITA SMITH
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Finance Manager
Michael Smith
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Graphic Designer
Kelly Hansen
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CEO/ Director
Chris Tucker
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Product Manager
Jane Sweet
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Managing Director

13. Customer Support Service Chart
13
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24 Hours

14. Customer Service Key Performance Indicators
14
Text Here
Text Here
Text Here
Text Here
Text Here
Text Here
Text Here
Text Here
Text Here
Put Your Text
Put Your Text
Text Here
Text
Here
Text Here
Text Here
Put Text
Here
Your Text
Here
Your Text Here
Your Text Here Text Here
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15. Customer Service Benchmarking Chart
15
4.3
2.5
3.5
4.5
4
3
3
4
2.4
4.4
1.8
2.8
3
4
4
5
2
2
3
5
2
5
2
3
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Category 1
Category 2
Category 3
Category 4
Category 5
Category 6
Category 7
Category 8
Text Here1 Text Here2 Text Here3
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16. Customer Service Bench Marking Dashboard
16
35%
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50%
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72%
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98%

17. First Response Time
17
3m 46s
+36%
Handle Time
Replies To Resolve
2.21
+36%
3h 53m
3h 20m
2h 46m
2h 13m
1h 40m
1h 6m
33h 20s
Current Previous
16-Dec 17-Dec 18-Dec 19-Dec 20-Dec 21-Dec
First Response Time
Text Here 1 Text Here 2

18. Average Response Rate
18
49
Answered
18
Unanswered
AVG . Response Rate For User
Questions
75%
168
Answered
25
Unanswered
AVG . Response Rate For User
Questions
91%
Average Number Of
Question Per Day
25,4
Most Questions
Responded In
40-85 Mins
Average Number Of
Question Per Day
12
Most Questions
Responded In
Under 13 mins

19. Average Handle Time
19
5m:12s
Target: <3m:20s
0
2m:26s
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20. Customer Satisfaction Score (Csat)
20
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EXCELLENT
POOR
BAD
VERY GOOD
GOOD
0 100
20
10
30
40
80
90
70
60
50
30

21. Customer Support And Services Metrics
21
Churn Prevention
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Rep Activity
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Team Efficiency
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Product Development
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22. Customer Service Performance Review
22

23. Customer Service Performance Review
23
Skills
Assessment
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Customer
Review
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Development
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Performance
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Performance
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24. Customer Focus Performance
24
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Leadership Factors
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Contextual Factors
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System Factors
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Personal Factors
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Team Factors

25. Customer Focus Performance
25
01
02
03
04
Team
Factors
Personal Factors
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Leadership Factors
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Contextual Factors
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System Factors
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26. Customer Service Report
26
0 1 2 3 4 5 6
Category 1
Category 2
Category 3
Category 4
Category 5
Text 4 Text 3 Text 2 Text 1
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27. Customer Service Report
27
0 1 2 3 4 5 6
General Satisfaction
Feedback
Schedules And Service Levels
Work Meets Expectations
Knowledge/UndersTanding In Process
2017 2018 2019 2020
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28. Customer Experience Report
28
Positive
Negative
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29. Checklist For Our Services
29
Your Text Here
Put Text Here
Your Text Here
Put Text Here
Your Text Here
Put Text Here
Your Text Here
Text Here
×
×
×
×
×
✓
Text Here
✓
✓
✓
✓
✓
×

30. Customer Experience And Engagement
30
Uses And Talks About Their Purchase
Becomes Aware Of Offerings
And Begins Consideration
Enters The Store Or Site And
Makes A Purchase Or Booking
01
02
03

31. Contacting Customer Service Department
31
Medium Used Medium Preferred
Telephone
50% 50%
Email
45% 55%
Face To Face
73% 27%
Live Web Chat
84% 16%
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32. Sales Marketing Customer Service
32
Finance And Accounting
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Human Resource
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Payment Service
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Sales Marketing Customer Service
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SALES
MARKETING
CUSTOMER
SERVICE

33. Impact of Different Methods of Contact on Consumer Perceptions
33
Live Online Chat
Touch Tone Telephone
Services
Call Back
Voice Reorganization
Telephone Services
70%
40%
28%
35%
Communication Channels Ever Used To Contact A Customer
Service Department
46%
55%
40%
48%
86%
73%
45%
86%
04%
31%
09%
64%
Positive Neutral Negative
Impact Of The Methods Used On
Perceptions Of The Organization
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34. Effect of Consumer Service on Consumer Loyalty And Brand Switching
34
4.3
2.5
3.5
4.5
2.9
3.8
4.9
5.9
3
4.5
5.5
6
2
3
1
3
5.54
5.85
6.28
6.45
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35. Effect of Consumer Service on Consumer Loyalty And Brand Switching
35
3.5 3.4 3.3 3.2
2.8 2.7 2.6 2.5
5
3.8
2.4
1.7
0
2
4
6
8
10
12
Mobile Phone Network Energy Supplier Super Markets Current Account Provider
Text Here3 Text Here2 Text Here1
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36. Customer Service Kpis
36
W422016 W432016 W442016 W452016 W462016
Tickets By Week
Text Here 1 Text Here 3
400
200
0
540.00
00.00
270.00
28% 25% 30% 25% 14%
20% 15% 13% 12%
18%
52% 60% 57% 63% 68%
Tickets By Group
Text Here 3
Text Here 2
Text Here1
W462016
W452016
W442016
W432016
W422016
Tickets By Medium
Text Here 1 Text Here 2 Text Here 3 Text Here 32
0 100 200 300 400
Value Chat Content Email Phone
400
200
0 0
1
2
3
4
5
6
Mon Tue Wed Thu Fri Sat Sun
Tickets By Time Of The Day
Mon
Tue
Wed
Thu
Fri
Sat
Sun

37. Customer Service Kpis
37
Employee Productivity Measurement
Comparison With Business Rival
Customer Service Rating
Customer Service Platform Analysis
Average Issue Resolution Time
Breakdown Of Customer Issue
Net Promoter Score
Brand Description
Complaint Escalation Rate
Cash Flow
03
08
04
07
02
01
10
05

38. Consumer Purchase Intentions And Loyalty
38
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Location And Time
Interactivity
Incentive
Ad Source
Appeal
Product Involvement
Attitude Towards Mobile Advertise
Likely To Buy
Neutral
Not Likely To Buy

39. Willingness To Recommend
39
50%
20%
10%
10%
10%
Willingness to
Recommend
Very Likely
Somewhat Likely
Neutral
Somewhat Unlikely
Very Unlikely
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40. Likert Scale Technique
40
Not Important Very Important
Quality 1 2 3 4 5 6 7 8 9 10
Time 1 2 3 4 5 6 7 8 9 10
Price 1 2 3 4 5 6 7 8 9 10
Customer
Service
1 2 3 4 5 6 7 8 9 10
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41. Net Promoter Score (Nps)
41
Text Here 1 Text Here 2 Text Here1
45%
30%
25%
Passives
Detractors
Promoters
32.9
NPS
Net Promoter Score
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42. Net Promoter Score (Nps)
42
0 0 7 7 6 6 25 30 20 22
0
5
10
15
20
25
30
35
Net Promoter Score
Text Here 1 Text Here 2
Detractors Passives
Promoters
%
0f
Customers
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43. Customer Expectations
43
Ideal
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Expected
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Minimum
Tolerable
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Desirable
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44. Customer Churn Cause Analysis
44
Media
Social Network
Existence
Availability
Scope
Failures
Rates
Terms
Influencers
Unsatisfactory
Services
Coverage
Connection
Transmission
Service
Billing
Application Of Terms
Unsatisfactory
Quality
Mobile Stations
Services
Conditions
Quality
Relationship
No Response
Waiting
Unhelpful
No Resolutions
Unfriendly
Privacy
Competitors
Unsatisfactory
Relationship
Pull
Push
Churn

45. Customer Churn Cause Analysis
45
Months After Starting Usage
1 2 3 4 5 6 7
Cohort
Jan 87% 76% 75% 65% 68% 57% 55%
Feb 89% 79% 76% 69% 64% 59%
Mar 91% 82% 77% 75% 71%
Apr 93% 85% 80% 84%
May 95% 88% 81%
Jun 97% 91%
Jul 99%
Analysis
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46. Customer Churn Report
46
Churn rate can be represented in A number of ways, including:
Numbers of customers lost Value of recurring business lost
Percent of customers lost Percent of recurring value lost
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47. Customer Lifecycle Touch Points
47
Proactive Maintenance
Follow Up On Trouble Ticket
Trouble Ticket Generation
Cyclic Billing
Starts Using The Service
Training
Testing
Invoice Raise
Installation
Actually Delivery
Signs Contract
Final Presentation
Searches Internet
Calls Contact Center
Calls A Channel Partner
First Interaction
Subsequent Interactions
Solution Presentation
Submission Of Quote
Calls In Case Of A Query
Studies Proposal
Loyalty
Curve
During
After
Need
Generation
Initial
Consideration
Engagement
Evaluation
Moment
Of
Purchase
Delivery
Installation
Usage

48. Touch Point Performance
48
Digitaltouch
Point
Trust Credibility Believability Influence Vitierc To Buy Coupon Buy Online
Pre-purchase
Research
Website
Portal
Article
Search
Testimonial
Price
Comparison
Social Media
Online Video
Info Social
Network
Email
Blog
Performance
Dimension
Web Equity Pre-purchase
Strong Performance Weak Performance

49. Customer Service On Social Media
49
Content Community
Share Group
Friends Feedback
People Like

50. Social Customer Service Performance
50
0
1
2
3
4
5
6
7
8
9
Facebook
Twitter
Google+
Forums/Blogs
Linkedln
Pinterest
Instagram
Reddit
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51. Customer Service Development
51
Professional Services
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audience's attention.
Tech Support
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audience's attention.
Education
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audience's attention.
Online
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audience's attention.
Product Development
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audience's attention.
Hotline
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audience's attention.
Customer
Local Support
Corporate Support

52. Customer Service Strategy Development
52
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Inputs for
Vendor
Yes
No
Selection and
negotiation
Conduct
economic
assessment
Develop detailed
implement plan
Can objectives
be achieved
internally?
Literation to
optimize
customer care
model
Vision/mission statement
formulation
High level customer needs
assessment
High level competitive
positioning statement
Detailed
customer needs
assessment
Internal
capability
assessment
Partner and/or
distributor
capability
assessment
Develop
customer care
vision
Cross-industry
bench marking to
establish standards
Establish
service level
requirement
Vendor
selection
Develop
hypotheses on
customer care
model and iterate
Develop
detailed
blueprint of
processes
Define IT
architecture and
capabilities
required
6
8
1
2
3
5
9
4
11
12
10
7

53. 53
Additional
Slides

54. Our Mission
54
VISION
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GOAL
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MISION
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55. Our Team
55
05
Jane Sweet
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Managing Director
02
Michael
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attention.
Finance Manager
03
Chris Tucker
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attention.
Product Manager
04
Anita Smith
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CEO/ Director
01
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attention.
Kelly Hansen
Graphic Designer

56. About Us
56
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TOM SMITH
MARY SMITH
PETER SMITH

57. Comparison
57
A
B
70%
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30%
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58. Timeline
58
2012
Step 01
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2013
Step 02
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2014
Step 03
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2015
Step 04
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2017
Step 06
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audience's attention.
2016
Step 05
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audience's attention.

59. 59
THANK
YOU
Address
# street number, city, state
Contact Numbers:
0123456789
Email Address:
emailaddress@123.com