PROACTIVE CUSTOMER SERVICE“T A K I N G Y OU R OR GA N I Z A T I ON T O T H E             B E N C H M A R K LE V E L”      ...
What is Proactive Customer Service?                 Vision “Provide service that delights customers as well as generates e...
Characteristics of Proactive Customer Service    o   O n e S t o p S h o p p in g f o r C u s t o m e r s    g   C u s t o...
Creating and Enhancing those “Moments of Truth”       CUSTOMER                                      STRATEGIC       FEEDBA...
Strategic Framework   M i s s i o n /V i s i o n - D o e s y o u r o r g a n i z a t i o n    h a v e a m is s io n a n d...
Customer Feedback   S u r v e y s - G iv e y o u r c u s t o m e r s t h e    o p p o r t u n it y t o g iv e y o u f e e...
Customer Service SkillsHow do you know what skills are needed?   Define and understand what Quality Service is   Define ...
Customer Service - The Next Level   T h is m u lt i-le v e l a p p r o a c h is b a s e d      o n 3 s u c c e s s fa c to...
Creating a Strategic Framework1. Defined your business    – What are your core competencies?    – Who are your customers a...
Obtaining Satisfaction Feedback   T h e k e y is t o a s k ! D o n o t b e a f r a id t o    a s k in t e r n a l a n d e...
Customer Service Skills Training   E v e r y o n e in y o u r o r g a n iz a t io n h a s    c u s t o m e r s s o , p r ...
Orientation Training - Starting Point                         QUALITY SERVICE SKILLS                                      ...
S E R V IC EL E A D E R S H IP                                S K IL L S                     P R O V ID E R               ...
Post Orientation TrainingService Staff -              ACHIEVING                           EXTRAORDINARY                   ...
Managing Customer ExperiencesL E A D E R S H IP   MANAGEMENT                             S E R V IC E        C U S TO M E ...
How do you get started?      D e t e r m in e y o u r c u s t o m e r s       r e q u ir e m e n t s f o r s e r v ic e s...
Who can help?     W T S A g e n c i e s h a s o v e r 15 y e a r s o f      e x p e r ie n c e in t r a in in g , s t a f...
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Proactive Customer Service 1 16 04

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Proactive Customer Service 1 16 04

  1. 1. PROACTIVE CUSTOMER SERVICE“T A K I N G Y OU R OR GA N I Z A T I ON T O T H E B E N C H M A R K LE V E L” WTS AGENCIES Inc
  2. 2. What is Proactive Customer Service? Vision “Provide service that delights customers as well as generates extra revenue andrelationship “hooks” with new and existing customers” WTS AGENCIES Inc
  3. 3. Characteristics of Proactive Customer Service o O n e S t o p S h o p p in g f o r C u s t o m e r s g C u s t o m e r D e lig h t g A t t e n t io n t o t h e D e t a ils M u lt i-F u n c t io n a l S e r v ic e S t a f f A s k f o r E x t r a S e r v ic e s - U p - s e llin g r F o llo w u p S a t is f a c t io n a E xtre me E mp o w e rme nt e A c c o u n t a b ilit y a n d R e s p o n s ib ilit y n P r o b le m s a r e O p p o r t u n it ie s o S t a f f S a t is f a c t io n a n d D e v e lo p m e n t WTS AGENCIES Inc
  4. 4. Creating and Enhancing those “Moments of Truth” CUSTOMER STRATEGIC FEEDBACK FRAMEWORK • Mission/Vision • Surveys • Organizational • Satisfaction Calls Behaviors • Sales Calls • Strategic Initiatives (Delight) LOYALTY CUSTOMER SERVICE SKILLS Training Testing WTS AGENCIES Inc Evaluation & Improvement
  5. 5. Strategic Framework M i s s i o n /V i s i o n - D o e s y o u r o r g a n i z a t i o n h a v e a m is s io n a n d v is io n f o r it s c u r r e n t b u s in e s s a n d it s f u t u r e ? H a s y o u r o r g a n iz a t io n c le a r ly d e f in e d w h a t it d o e s ? D o e s yo u r s ta ff u n d e r s ta n d t h e s e ? D o a ll w o r k p r o c e s s e s a n d p ro c e d u re s , c o m p a n y p e rfo rm a n c e m e a s u r e s a lig n t o t h e o r g a n iz a t io n a l m is s io n a n d v is io n ? O r g a n iz a t io n a l B e h a v io r s - H a s y o u r c o m p a n y d e f in e d t h e b e h a v io r s it d e s ir e s t h r o u g h o u t t h e o r g a n iz a t io n ? H o w d o e s y o u r o r g a n iz a t io n p r o m o t e a n d e n c o u r a g e t h o s e b e h a v io r s ?
  6. 6. Customer Feedback S u r v e y s - G iv e y o u r c u s t o m e r s t h e o p p o r t u n it y t o g iv e y o u f e e d b a c k S a le s C a lls - E n s u r e e a c h s a le s c a ll a s k s t h e q u e s t io n s “ H o w is o u r s e r v ic e ? ” “ H o w c a n w e im p r o v e ? ” S a t is f a c t io n C a lls - F o llo w u p o n o r d e r s a n d is s u e s t o e n s u r e c o m p le t e c lo s u r e R e v e n u e a n d P e r f o r m a n c e - R e v ie w c o m p a n y p e r f o r m a n c e t o s p o t p o s s ib le s a t is f a c t io n is s u e s
  7. 7. Customer Service SkillsHow do you know what skills are needed? Define and understand what Quality Service is Define your customers. (Internal and External..every position has at least one of each) Define what your Internal and External customers requirements are Define the skills and processes needed to achieve those requirements Measure your performance - If you cannot measure it, you cannot manage it, period!
  8. 8. Customer Service - The Next Level T h is m u lt i-le v e l a p p r o a c h is b a s e d o n 3 s u c c e s s fa c to rs :  C r e a t e a s t r a t e g ic f r a m e w o r k t h a t a lig n s t h e e n t ir e o r g a n iz a t io n in a c u s t o m e r f o c u s e d d ir e c t io n w h ile p r o v id in g a s t r u c t u r e d p r o c e s s f o r p r o d u c t iv e c h a n g e .  S e t u p a c u s to m e r fe e d b a c k p ro g ra m t o a s s e s s t h e o r g a n iz a t io n s e f f e c t iv e n e s s in m e e t in g t h e n e e d s o f it s c u s t o m e r s .  C r e a t e a d eWTSe GENCIES Inc e n t p r o g r a m t h a t v A lo p m t r a in s c u s t o m e r s e r v ic e s k ills f o r a ll
  9. 9. Creating a Strategic Framework1. Defined your business – What are your core competencies? – Who are your customers and what are their most critical requirements? – What are your most critical work processes and what are the critical performance measures needed to manage those requirements2. Radical improvement - Defining and Aligning your organization – simplify, combine, eliminate, automate – create new cross-boundary tasks3. Technology - – Take advantage of appropriate technology to support new ways of doing business and measuring performance4. COMMUNICATE, COMMUNICATE, COMMUNICATE!
  10. 10. Obtaining Satisfaction Feedback T h e k e y is t o a s k ! D o n o t b e a f r a id t o a s k in t e r n a l a n d e x t e r n a l c u s t o m e r s h o w t h e y f e e l y o u c a n im p r o v e C r e a t e d if f e r e n t c o m m u n ic a t io n t o o ls f o r a ll c u s t o m e r s D e v e lo p a p r o c e s s t o o b t a in in g t h e in f o r m a t io n , r e p o r t in g it , p r e s e n t in g t o t h o s e w h o a r e a c c o u n t a b le a n d e n s u r e p r o p e r a c t io n is t a k e n R e p o r t t h e in f o r m a t io n g a t h e r e d t o t h o s e w h o g a v e it t o s h o w y o u r c o m m it m e n t t o t h e ir s a t is f a c t io n In c lu d e a n a n a ly s is o f w h a t y o u c o n c lu d e d a n d t h e a c t io n p la n
  11. 11. Customer Service Skills Training E v e r y o n e in y o u r o r g a n iz a t io n h a s c u s t o m e r s s o , p r o v id e o r ie n t a t io n t r a in in g t o a ll s t a f f E n s u r e t r a in in g a d d r e s s e s t h e m in im u m r e q u ir e m e n t s o f s k ills f o r a ll e m p lo y e e s C r e a t e a t o t a l c u s t o m e r s e r v ic e c u lt u r e S t r e s s t h e im p o r t a n c e o f IN T E R N A L C u s t o m e r s a t is f a c t io n , n o t ju s t e x t e r n a l c u s t o m e r s a t is f a c t io n S e t a s id e t im e a n d b u d g e t e x p e n s e t o t r a in e a c h y e a r . L o y a lt y is n o t s o m e t h in g t h a t s t a y s w h e n r e v e n u e is
  12. 12. Orientation Training - Starting Point QUALITY SERVICE SKILLS (All Staff) ropos e dApproa c h MASTERY TESTINGA ll S t a f f (Demonstration and Ongoing Knowledge of Skill Requirements) QUALITY SERVICE SKILLS COACHING (Team Leaders, Managers, Leadership) MASTERYInc WTS AGENCIES TESTING (Demonstration and Ongoing Knowledge of Skill Requirements)
  13. 13. S E R V IC EL E A D E R S H IP S K IL L S P R O V ID E R  Listening  Questioning  Building Rapport  Upselling  Daily Offering Service Coaching Skills  Consistency  Continuity  Follow Through  Trust  Commitment IN S ID E S E R V IC E P R O V ID E R WTS AGENCIES Inc
  14. 14. Post Orientation TrainingService Staff - ACHIEVING EXTRAORDINARY SERVICE OPPORTUNITIESProgram D CUSTOMER RELATIONS (Post Orientation)Inside Service Staff - INSIDE SERVICEProgram C (Post Orientation) ACHIEVING MOTIVATING FORManagement - KEEPING THE EXTRAORDINARY EXTRAORDINARY SKILLS ALIVE CUSTOMER RELATIONS SERVICEProgram B (Fully Competent or Value Added)Leadership - MANAGING EXTRAORDINARYProgram A WTS AGENCIES Inc SERVICE (Based on Need)
  15. 15. Managing Customer ExperiencesL E A D E R S H IP MANAGEMENT S E R V IC E C U S TO M E R S P R O V ID E R Program D Program Program A B IN S ID E S E R V IC E S E R V IC E Program V IS IO N & C O A C H IN GL E A D E R S H IP P R O V ID E R S C S K IL L S WTS AGENCIES Inc
  16. 16. How do you get started?  D e t e r m in e y o u r c u s t o m e r s r e q u ir e m e n t s f o r s e r v ic e s t a n d a r d s a n d q u a lit y o f s e r v ic e - W h a t a r e t h e V it a l F e w it e m s t o y o u r c u s t o m e r s ’ s a t is f a c t io n a n d lo n g t e r m r e la t io n s h ip  D e v e lo p a n d Im p le m e n t O r g a n iz a t io n a l V is io n a n d M is s io n - S h o u ld b e b a s e d o n t h e d a t a g a t h e r e d in s t e p 1  A s s e s s t h e o r g a n iz a t io n - A g a in s t t h e C u s t o m e r s R e q u ir e m e n t s a n d t h e o r g a n iz a t io n s v is io n a n d m is s io n  D e v e lo p a r e a s o f s ig n if ic a n t g a p - P r io r it iz e b a s e d o n w h a t is c r it ic a l t o y o u r c u s t o m e AGENCIES Inc WTS rs .  D e v e lo p a n a c t io n p la n t o a d d r e s s
  17. 17. Who can help?  W T S A g e n c i e s h a s o v e r 15 y e a r s o f e x p e r ie n c e in t r a in in g , s t a f f in g a n d q u a lit y s e r v ic e d e v e lo p m e n t  W T S A g e n c ie s is t h e t o p o u t s o u r c in g p a r t n e r o f t h e s h ip p in g a n d t r a n s p o r t a t io n in d u s t r y  W T S A g e n c ie s h a s c o n s u lt a n t s e r v ic e s , t r a in in g a n d s t a f f in g

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