Customer service february 2012
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Ivanka Menken - CEO of The Art of Service ( http://theartofservice.com ) delivers a presentation on "Customer Service in a fast changing world"... why Customer Service is different from Help Desk and Service Desk. And how Customer Service requirements have changed in the past 10 years.
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Customer service february 2012
- 1. Customer Service in a fast changing world Ivanka Menken, CEO The Art of Service
- 2. Think about this: Are you making choices based on the past or the future?
- 3. Think about this: Are you making choices based on the past or the future? If you were to re-invent your ideal service experience, what changes would YOU make? (would you have a service desk at all???)
- 4. The world today More people have access to mobile phones than clean toilets (*) (*) http://blogs.worldbank.org/africacan/more-cell-phones-than-toilets Ovum predicted that Android will overtake iPhone in 2011 for the total number of app downloads – 8.1bn to 6bn – with the gap widening to 21.8bn and 11.6bn by 2016. (that is BILLION downloads!!)
- 5. OBD (on board diagnostics) connector This is an example only – the device send diagnostics from your car
- 7. Business expectation Return on investment Business processes are key Improved productivity & innovation Stability & Control Shareholder Happiness Colonies of the transformed Mycoplasma mycoides bacterium. Image Credit: J. Craig Venter Institute.
- 8. Business expectation Return on investment Business processes are key Improved productivity & innovation Stability & Control Shareholder Happiness Are these bacteria? Or computer programs?
- 9. Intuitive VS. Photo: Deryck Hodge / http://flickr.com/photos/12016340@N08/2884858619
- 11. Siri
- 13. Customer Service vs. Service Desk
- 14. Service Desk is slowing me down Does your Service Desk make you feel like this??
- 15. Service Desk is slowing me down No time to wait – business must continue!
- 16. Social 1. Do Google search “your call is important to us, please hold…” 4. Tweet my question 2. Check (without Linkedin looking dumb) 3. Ask my friends Call Service desk on facebook and log a ticket
- 17. Case study: 10 year old boy
- 18. Customer Service is more.. • Pre-sale communication • Deliver what you promised • Post-sale communication ACCESS
- 19. What is happening in 2012? “If change is happening on the outside faster than on the inside, the end is in sight”.
- 20. Service Desk Philosophy Self Service Concierge If you need us – We are part of the full service we have failed as a delivery and experience support organization Delivery expenses included as value add in the service fee These are the only 2 choices that suit the current customer expectation
- 21. Customer service beyond service desk Marketing Packaging Phone manners Email – writing skills SPAM compliancy Live chat Knowledge base / wiki Feedback options
- 22. BUILD A COMMUNITY Try to get your customers to engage with your product and services. Create a fan-base that helps each other
- 23. Thank You Ivanka Menken CEO, The Art of Service Twitter: @ivankamenken Web: http://theartofservice.com Store: http://store.theartofservice.com Email: ivanka.menken@artofservice.com.au
Editor's Notes
- Analysis and diagnostics / self help is built into the products.Diagnostic tools to help prevent issues, to ensure a smooth and seamless user experience.
- Is there still an ‘us and them’??
- Is there still an ‘us and them’??
- Mobile devicesCloud computing
- You really have nooo idea – things are moving much faster than you think!If you don’t innovate you die