Driving customer satisfaction v2


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Bob Sochacki, ANX eBusiness and VP of Programs with HDIMotown discussion about Customer Satisfaction and it's importance to your Service Desk and to IT overall.

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Driving customer satisfaction v2

  1. 1. Driving Customer Satisfaction<br />Bob Sochacki<br />Support Manager<br />ANX eBusiness<br />
  2. 2. Driving Customer Satisfaction<br />
  3. 3. Customer Satisfaction<br />
  4. 4. I Can’t Get No Satisfaction<br />How many of you are measuring customer satisfaction?<br />How many have plans to implement customer satisfaction?<br />Ticket Closure Based?<br />Periodic Surveys? (Quarterly, <br />Yearly, etc.)<br />External/Internal?<br />
  5. 5. What is Customer Satisfaction?<br />Customer satisfaction is a measure of how products and services supplied by an organization meet or surpass customer expectation.<br />Customer Satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.<br />
  6. 6. Customer Satisfaction<br />Why should you care?<br />Defining your customer(s)<br />How do you know if they are “satisfied”? Or what does satisfaction mean to them?<br />How do you measure satisfaction?<br />How do you handle unsatisfied customers?<br />Does Agent Satisfaction = Customer Satisfaction?<br />How do I drive up customer satisfaction?<br />
  7. 7. So Who Cares?<br />Stakeholders <br />Users of Services<br />Help Desk <br />IT Department<br />Organization (Marketing, Sales, Operations, etc.)<br />Industry<br />Other (Family, Customers, YOU, etc.)<br />
  8. 8. Why Should You Care?<br />Job Satisfaction<br />Agent Satisfaction<br />Less hassles, distractions, etc.<br />Less chance of:<br />Getting replaced<br />Being Outsourced<br />Micro-management<br />Other<br />
  9. 9. Why Should You Care?<br />Even in the throes of the recession, 85% of consumers in a Harris Interactive poll said they would be willing to pay more for their purchase if it meant getting better customer service.<br />
  10. 10. Why Should You Care?<br />In 2010, 64% of consumers said they'd stopped doing business with a company due to poor customer service, according to a global survey by Accenture.<br />"There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."<br />Sam Walton, Walmart<br />
  11. 11. Who is Your Customer(s)?<br />Stakeholders<br />Executives<br />Key People (Managers, Biz Owners, etc.)<br />External Clients (Top Revenue)<br />…and End Users<br />You need to determine/define your customer <br />
  12. 12. Who is Your Customer(s)?<br />Other Key people to pay attention to…<br />Receptionist<br />Administrative Assistants<br />“Squeaky Wheels”<br />People who get things done for the organization<br />Top Performers<br />Office Manager/Facilities/Mail Room<br />Special Project Person<br />Etc. (influencers)<br />
  13. 13. How Do You Know What They Expect?<br />Courtesy<br />Knowledge<br />Timeliness<br />Quality<br />Overall<br />Feedback<br />
  14. 14. Customer Expectations<br />Do they want Positive and Perky?<br />Is First Contact Resolution Important?<br />Depends on Urgency and Impact<br />Do they know what to expect if you can’t assist them on first contact?<br />Confidence of Analyst?<br />To Tell them No? (never tell them no)<br />If You Don’t Know, Ask!<br />
  15. 15. How Do You Measure Satisfaction?<br />What is the benchmark?<br />Who determines?<br />Technology<br />Adopt industry standards! <br />
  16. 16. You know there had to be a Dilbert Cartoon…<br />
  17. 17. Handling Unsatisfied Customers<br />Implement a process to track surveys of customers who provide low scores/negative comments<br />Call them back immediately, email them, get executives to call them if external.<br />Make it right! (not always possible)<br />Report on it - don’t hide anything, be transparent, trend improvements<br />
  18. 18. Handling Unsatisfied Customers<br />Continual Improvement Activities<br />Have a format for constructive feedback and solicit it from:<br />Help Desk<br />Customers<br />Other departments<br />Communication!<br />Solicit Feedback and be willing to listen<br />Don’t take it personally!<br />
  19. 19. Agent Satisfaction=Customer Satisfaction?<br />Agents who are satisfied tend to treat customers better<br />Don’t tolerate mediocrity <br />Conduct regular reviews with clear objectives<br />Make sure they understand their role<br />
  20. 20. What Motivates Workers?<br />Daniel H. Pink, New York Times best-selling author of Drive proposes the primary motivators are: <br />Autonomy (to allow self-direction with less control)<br />Mastery (continuously getting better at something you care about) <br />Purpose (letting our instinctive curiosity pursue a cause larger than ourselves)<br />
  21. 21. Driving up Customer Satisfaction<br />Fill the Tank of your Help Desk Analysts<br />Training<br />Feedback<br />Welcome input<br />
  22. 22. Agent Satisfaction & Leadership<br />“Their managers should be a benevolent guardian, not a traditional boss – by protecting them from complex rules and office politics. Managers should create a safe environment where clever workers can experiment – and fail. Respect their expertise. If you guide your clever people the right way, then you unleash their full potential. They and your organization win.”<br />Gary Cokins - Performance Management Solutions SAS <br />
  23. 23. Leadership<br />"Over 70% of people leave their jobs because of the way they are led."<br />Norman Drummond, Motivational Speaker<br />
  24. 24. Proactive vs. Reactive<br />If you have satisfied customers, you are more than likely being proactive and you have time for continuous improvement activities<br />If customers are unsatisfied, you are likely reacting to their complaints and have little time for anything else or they are not calling you and... <br />you may have other problems…<br />
  25. 25. Have a Vision for Customer Satisfaction!<br />
  26. 26. People<br />Solicit Input and Provide Timely Feedback (positive and negative)<br />Implement Career Development Plans<br />Implement a Recognition System for high CSI scores<br />Implement Clear Processes<br />Set Expectations and Measure around customer satisfaction<br />
  27. 27. Knowledge<br />Self Service<br />Ticketing<br />Service Catalog<br />Process<br />Self Help – Knowledge Base<br />Other<br />
  28. 28. Process<br />Documented and available internally and externally<br />In the customer’s terms:<br />What is expected of them<br />What should they expect<br />Make sure it happens<br />Say what you do, do what you say and prove it…<br />KISS<br />Continual Improvement Model<br />
  29. 29. Vision for Customer Satisfaction!<br />Market it!<br />Help Desk<br />IT <br />Customers<br />Set Goals and Objectives!<br />Report on Progress<br />Metrics<br />Action Plans<br />
  30. 30.
  31. 31. HDI CSI <br />Benchmarks your performance against your established goals, other companies in your industry and against the support industry as a whole<br />Create historical statistics by analyst, including graphing, raw data, and links to customer comments<br />Increases customer response rates and satisfaction<br />Save time with turnkey reports<br />Alert your team when a customer responds unfavorably<br />
  32. 32. HDI CSI Survey<br />
  33. 33. HDI CSI Tool Quick Demo<br />
  34. 34. Final Thought<br />"Your most unhappy customers are your greatest source of learning."<br />Bill Gates, Microsoft<br />
  35. 35. Driving Customer SatisfactionQuestions?<br />
  36. 36. Thank You!<br />Bob Sochacki<br />Support Manager<br />ANX eBusiness<br />