The document outlines the agenda and key modules for an EMEA Customer Support Customer Services Training. The training covers what brilliant customer service means, the SPECIAL model for customer service which includes speed/time, personalization, expectations, competence, information, attitude and follow-up. It also discusses telephone techniques and challenges common in customer service such as difficult conversations. The importance of driving customer loyalty through excellent customer service is emphasized.

1. EMEA Customer Support Customer Services Training April 2010 Copyright © Open Text Corporation 2008 - 2009. All rights reserved. Slide

2. Agenda 08:30 – 09:00 Paul Lewis – VP, Customer Support EMEA 09:00 – 09:45 Johannes Rehmet - Global Services EMEA 09.45 – 10.30 Simon Harrison - VP, Sales Northern Europe 10.30 – 10.45 Break 10.45 – 11.30 Thomas Woppmann - EU R&D 11.30 – 12.30 Adrian Webster “Putting Customers at the Heart of Everything We Do” 12.30 – 13.00 Lunch 13.00 – 13.30 Training Briefing 13.30 – 17.15 Training 15.00 – 15.15 Break 17.15 – 17.30 Wrap Up Copyright © Open Text Corporation 2008 - 2009. All rights reserved. Slide

3. Brilliant Customer Service In House Training Company

4. Key modules What does Brilliant Customer Service mean to you? The SPECIAL model Telephone techniques and top tips The importance of Brilliant Customer Service

5. Introductions Go around the table and find the answers to these questions. Copyright © Open Text Corporation . All rights reserved. Slide Can you find out in one minute… First job after leaving education? Time with company? Nickname (now or previously)? Favourite film? Favourite CD or track? Personal motto, maxim, quote or slogan.

6. What does Brilliant Customer Service mean to you? Copyright © Open Text Corporation . All rights reserved. Slide

7. Personal examples of good and bad satisfaction List 3+ good examples from your experience as a customer List 3+ bad examples from your experience as a customer

8. How do these factors influence BCS? Experience vs expectation Little things matter most Problems really are opportunities Attitude is everything Customer’s measure everything First reactions count Perception is vital Customer service is everybody’s responsibility

9. The SPECIAL model Copyright © Open Text Corporation . All rights reserved. Slide

10. What makes customers happy? Delight = EXPERIENCE EXCEEDING EXPECTATION Satisfaction = EXPERIENCE EQUALS EXPECTATION Dissatisfaction = EXPECTATION EXCEEDING EXPERIENCE

11. What is the most common customer service experience Indifference! – more than 60% in many surveys Exceptional is around 15% Rude, difficult or obstructing is 10% Copyright © Open Text Corporation . All rights reserved. Slide

12. A customer wants two things: Solution to a problem Made to feel special We love problems! “ When a customer has a problem that is solved well… They are more LOYAL than a customer who has no problem at all.”

13. Experience 1 Yes Yes Experience 2 Yes No Experience 3 No Yes Experience 4 No No Solution Special

14. Special Model Speed/Time measures Personal/Personalise Expectations/Manage or exceed Competence/Courtesy Information/Informed Attitude/Can Do Long term relationship/follow-up 06/09/07 Brilliant Customer Service!

15. Speed/Time measures Doing things quickly adds value Taking more time with customers adds value too! 06/09/07 Brilliant Customer Service! Examples: Answering the phone with 3-5 rings Getting back to people promptly Immediate attention Shorting call time increases customer  and allows you to help more customers

16. Personal/Personalise Use your name Use the customer’s name Personalise your service promise 06/09/07 Brilliant Customer Service! Examples: Names are important Do something extra for each customer Remember your customer Phone instead of email

17. Expectations/Manage or exceed “ Under promise and over deliver” It only counts when you exceed the customer’s expectation In the absence of a managed expectation – the customer makes one up 06/09/07 Brilliant Customer Service! Examples: Create specific promises and then beat them! Build in a ‘safety buffer’ Use the “can’t do...can do” technique

18. Competence/Courtesy Know your CORE skills Aim to be an expert at your job Be best at what you do….and… Show respect to the customer 06/09/07 Brilliant Customer Service! Examples: Be an enthusiast about what you do and at making customers feel valued Create your own personal FAQ answer sheet Remember, nothing impresses like competence

19. Information/Informed Share knowledge – people love to learn new things Keep them informed of progress Summarise and check for understanding 06/09/07 Brilliant Customer Service! Examples: Help customers get the best from you Talk through what you done for them that call and what actions you will do KISS – simplify complex issues Keep customer’s on a ‘need to know’ basis

20. Attitude/Can Do Always say what you can do, or will do, not what you can't do or won't do Look at glass as “half-full” not “half-empty” 06/09/07 Brilliant Customer Service! Examples: Make their day! If the customer hasn’t got a smile…give them one of yours! Treat every customer as your most important Look for ‘moments of truth’

21. Long term relationship/follow-up Follow-up on promises Check for satisfaction 06/09/07 Brilliant Customer Service! Examples: “ Is there anything else I can help with?” Welcome complaints! Random follow-up calls a few days after a call - welcome compliments!

22. So… “ It’s not what you do, it’s the way that you do it.” “ It only counts when you EXCEED the customer’s expectation.” Go beyond solving a problem, and make EVERY customer feel SPECIAL 06/09/07 Brilliant Customer Service!

23. Special Model Speed/Time measures Personal/Personalise Expectations/Manage or exceed Competence/Courtesy Information/Informed Attitude/Can Do Long term relationship/follow-up 06/09/07 Brilliant Customer Service! Any questions?

24. Special Model Speed/Time measures Personal/Personalise Expectations/Manage or exceed Competence/Courtesy Information/Informed Attitude/Can Do Long term relationship/follow-up 06/09/07 Brilliant Customer Service! Work in small groups and discuss how each of these principles can be applied to IMPROVING your customer’s OpenText experience using the SPECIAL model

25. BREAK Be back in 15 minutes

26. Telephone top-tips Copyright © Open Text Corporation . All rights reserved. Slide

27. Telephone model Greeting Company/department Name Offer help Ask (open) questions Probe for specifics Active listening Test understanding Summarise Confirm details Next actions Thank, name etc, Discuss options Agree solution Provide information Manage expectation

28. Communication Intel Sep 07 Non verbal Visual 55% Voice tone 38% Words 7%

29. How we communicate Words - 7 % Voice tone - 38% Body language - 55% What impression do you want to create in the mind or your customer? You achieve this by the mental ‘image’ created by your voice tone!

30. Telephone voice dynamics Pitch - more variation Volume -Louder Pace/speed - Slow down - half normal speed Clarity - Be clear Emphasis - Create REAL meaning Tone - match Intel Sep 07

31. Key words and phrases “ the best thing is ….” “ I can’t do … but I can do…” “ Thank you for your patience…” “ I will get back to you … on … at…”

32. Telephone model Greeting Company/department Name Offer help Ask (open) questions Probe for specifics Active listening Test understanding Summarise Confirm details Next actions Thank, name etc, Discuss options Agree solution Provide information Manage expectation

33. Telephone Skills Best Practise Work in a group and list 10 Do’s and Don’ts when working on the telephone

34. Case study – difficult conversations Work in group and discuss your response or how you would deal with the following situations “ Why has the price gone up?” “ I want to downsize or change my package” “ We have not used your service or support, why should I have to pay for it?” Copyright © Open Text Corporation . All rights reserved. Slide

35. Importance of Brilliant Customer Service Copyright © Open Text Corporation . All rights reserved. Slide

36. The Loyalty-customer service link In order to drive loyalty, customer service experiences must meet or exceed expectations on a consistent basis The economics of customer loyalty are important to understand. Copyright © Open Text Corporation . All rights reserved. Slide For example How much does the average family spend in a supermarket every week? How much is this a year? Over ten years? PLUS referrals? PLUS products they could switch to buying from that store? Now calculate for an average OpenText customer?

37. OpenText customer service 48,000 tickets £200 million revenue – 25% of company sales 216 people 11,000 end users Calculating customer value (simply!) Annual revenue x 10 years + 30% Copyright © Open Text Corporation . All rights reserved. Slide

38. Who’s doing it and how? 06/09/07 Brilliant Customer Service!

39. A customer speaks “ Ignore my wants and I will simply cease to exist. Satisfy those wants and I will be increasingly loyal. Add to this satisfaction any personal touches you can dream up - and I will become a walking advertisement to your services.”

40. A business “ The purpose of a business is to create and keep a customer, everything else is just detail.”

41. “ It’s not what you do, it’s the way that you do it.” “ It only counts when you EXCEED the customer’s expectation.”

42. Learning log Copyright © Open Text Corporation . All rights reserved. Slide

43. Learning log Most important idea Favourite phrase or quotation Do more of Do less of Copyright © Open Text Corporation . All rights reserved. Slide

44. Thank You Copyright © Open Text Corporation . All rights reserved. Slide