This document discusses improving customer service and engagement. It emphasizes the importance of understanding customers, personalizing services, and embracing new communication channels like social media. The document argues that organizations need a culture change to move from traditional customer surveys to truly engaging customers and incorporating their feedback. The overarching theme is that excellent customer service requires focusing on culture and understanding people.

2. CONTENT
•CONTEXT
•CUSTOMER SERVICE EXCELLENCE (CSE)
•INSIGHT & PERSONALISATION
•CUSTOMER ENGAGEMENT
•CULTURAL CHALLENGES
•OVER ARCHING THEME – ITS ABOUT CULTURE & PEOPLE!
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3. BACKGROUND
•CIVIL SERVICE
•UNIVERSITY OF PAISLEY QUALITY CENTRE – IQA CENTRE OF EXCELLENCE & OTHER
UNIVERSITIES INTERNATIONALLY
•ELEARNING INTERNATIONALLY
•DBS CONSULTING GROUP
•SERVICE QUALITY AUDITING
•TRAINING AND TEACHING GLOBALLY
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4. WHO WE WORK WITH ….
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5. GOOD CUSTOMER CARE/ QUALITY
•CUSTOMER
•CULTURE
•COMMUNICATIONS
•COMMITMENT
•COMPREHENSION
•CONTINUOUS IMPROVEMENT/ INNOVATION?
•COST
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6. CUSTOMER SERVICE EXCELLENCE MODEL
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7. 5 DIMENSIONS OF QUALITY (SERVQUAL)
1.Responsiveness
2.Assurance
3.Tangibles
4.Empathy
5.Reliability
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8. MANAGING EXPECTATIONS & PERCEPTION
Expectations
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9. THE IMPORTANCE OF INSIGHT - THE CAR HIRE !
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10. PERSONALISATION
•WE CAN CHOOSE THE SEATS, WHEELS, COLOUR OF OUR CARS
•WE CAN SELECT THE CARE THAT WE/ OTHERS RECEIVE UNDER SELF DIRECTED SUPPORT
•ORGANISATIONS NEED TO TRULY UNDERSTAND OUR NEEDS AND PREFERENCES
•THEY SHOULD NOT GUESS OUR NEEDS AND PREFERENCES
•GOOD ENGAGEMENT/ COMMUNICATIONS AND ACTIVE LISTENING IS NOW A NECESSITY
•WE LISTEN AND WE PROVIDE TAILORED SERVICES RATHER THAN DEVELOP A GOOD/
SERVICE AND THEN ADVERTISE IT
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11. CUSTOMER ENGAGEMENT
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12. “
”
AT PRESENT WE SEND OUT SURVEYS, HOLD
FOCUS GROUPS AND ASK CUSTOMERS
ABOUT OUR CURRENT GOODS AND
SERVICES.
WE ARE DRIVING OUR BUSINESS LOOKING
IN THE REAR- VIEW MIRROR.
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13. “
”
IT IS ALL ABOUT CUSTOMER
ENGAGEMENT BUT THEY DETERMINE
WHEN AND HOW THEY WANT TO BE
ENGAGED WITH
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14. “
”
YOU NEED TO BE WHERE YOUR
CUSTOMERS ARE 'PHYSICALLY' AND
EMOTIONALLY
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15. VOICE OF THE CUSTOMER
•SOCIAL BUSINESS ALLOWS US INSTANT
ACCESS TO THE 'VOICE OF THE
CUSTOMER‘
•THE WEB GIVES US BIG DATA THAT CAN
BE USED TO PROVIDE APPROPRIATE
GOODS/ SERVICES
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16. CHANNELS
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17. CHANNEL CONGRUENCE
THE CHANNEL USED SHOULD 'FIT' THE
SITUATION & CUSTOMER PREFERENCES
• WOULD WE TEXT SOMEONE TO TELL THEM THEY ARE FIRED?
• WOULD WE TWEET TO SOMEONE ABOUT THE DEATH OF A NEAR RELATIVE?
IT IS ALL ABOUT SOCIAL, ABOUT PEOPLE, ABOUT EMPATHY
CUSTOMERS LIKE TO FEEL RESPECTED AND LOVED
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18. THE OLD WAY
SALES
LOGISTICS/
DELIVERY
AFTER SALESFINANCE COMPLAINTS
?
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19. THE 'NEW' WAY
PHONE
VISIT SHOP
OR OFFICE
FACE BOOKTWITTER INSTAGRAM
?
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20. THE 'THIRD' OR 'BETTER' WAY
PHONE
VISIT SHOP
OR OFFICE
FACE BOOKTWITTER INSTAGRAM
?
THE CLOUD
OTHER
CHANNEL
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21. CULTURE
'IT’S THE WAY WE DO
THINGS AROUND HERE'
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22. THE SECRET OF THE FAMILY
ROAST
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23. CHANGE NEEDS BOTH DIRECTION AND
EFFORT
ICE CUBE DIAGRAM
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24. 'FOR THINGS TO
CHANGE YOU HAVE
TO CHANGE'
JIM ROHN
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25. WHY FEAR SOCIAL MEDIA ETC?
•FAILURE - PUBLIC
•ERRORS- PUBLIC
•ACCOUNTABILITY- PUBLIC
•RESPONSIBILITY- PUBLIC
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26. CHANGE MINDSET
1. EDUCATION
2.RECRUITMENT
3.REWARD & RECOGNITION SYSTEMS
4.CONTINUOUS PROFESSIONAL
DEVELOPMENT
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27. THE FUTURE
• WEBCHAT
• MOVE TOWARDS MORE CUSTOMER 'COMMUNITIES'
• MORE ENGAGEMENT – WANTED OR NOT!
• OTHER CHANNELS WILL REMAIN – WE NEED TO KNOW OUR CUSTOMER AND PROSPECTIVE CUSTOMERS
• MORE PUBLIC SECTOR/ GOVERNMENT USE OF SOCIAL CHANNELS – SLOWLY!
• INSTANT 'GRATIFICATION' – COMPLAIN ABOUT THE STORE ON TWITTER WHILE IN STORE USING THEIR FREE
WIFI
• INCREASED CUSTOMER EXPECTATIONS
• GREAT OPPORTUNITIES TO GET 'THE VOICE OF THE CUSTOMER'
• OPPORTUNITIES TO INCREASE 'SELF – SERVICE‘ AND ‘SELF’ OR ‘COMMUNITY HELP’
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28. WORK WITH US
• ROBERT PROVIDES KEYNOTE AND CONFERENCE SPEECHES GLOBALLY – CONTACT US FOR INFO/ RATES &
AVAILABILITY
• WE PROVIDE LECTURES TO BUSINESS SCHOOLS INTERNATIONALLY– CONTACT FOR INFO
• WE HAVE E-LEARNING IN ALL ASPECTS OF BUSINESS INCLUDING DIGITAL/ SOCIAL BUSINESS-CONTACT US
• WE PROVIDE FACE-TO-FACE TRAINING FOR CORPORATES INTERNATIONALLY
• WE PROVIDE CONSULTANCY TO HELP CLIENTS BIG AND SMALL IN COUNTRIES ACROSS THE GLOBE
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29. CONTACT
• EMAIL: SUPPORT@DBSWORLD.ORG
• DIRECT: +44 (0)7821 694 871
• LINKEDIN: ROBERTSULLIVAN1
• TWITTER: @ROBERTSULLIVAN
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