This document discusses the importance of stellar customer service. It provides tips for call center operations to improve customer satisfaction and retention. Some key points include: customers expect friendly, fast, and reliable service across all channels; 91% will not return if expectations are not met; and customer experience impacts whether they feel impressed or cared for versus verbally abusing staff. The document suggests effective call center optimization, cost reduction, quality assessments, and benchmarking. Leadership is important to invest in staff, engage in brand ambassadorship, and lead by positive example. The goal is to deliver stellar customer-centric service and continuously improve the customer interaction process.

2. S T E L L A R
C U S T O M E R S E R V I C E
M U S H F I Q H O P K I N S

3. 10 Y E A R S AGO
2006

5. 2016

6. They expect SERVICE that is….
 Friendly
 Fast
 FCR
 Foresight
 Communicate on medium they feel secure!

8. If you don’t meet the
Customer’s expectation?

9.  91% will never do business with you again…
 They will call back on different channels = INCREASE COST
 Verbally abuse your frontline staff
 They will spread the message of a POOR service experience

13. Who remembers….

15. When a customer walks away
saying…
 That really impressed me…
 At least someone cares
 Now that is a company you can trust
 I am definitely coming back

16. How do WE get here…
Imagine we were baking

17. Basic ingredients…
 Effective optimization of call centre operations
 Cost per call reduction
 Quality Assessments in Call centres
 Internal benchmarking for improved operations and productivity

18. Check under your
chair!

19. BAKER
INSTRUCTOR
MIXER
DECORATOR

21. Just because we all have same tools
does not mean…
The customer decides what works for
him by using the service…

22. Effective optimization of call centre
operations
 RECRUIT for PASSION NOT for purpose
 Documented Procedural Manuals
 Regularly audit your process – continuous improvement
 TEST staff understanding of operations process
 Ensure compliance to your regulatory environment
 Clear Communication as a LEADERSHIP TEAM

23.  Effective Resource Planning /WFM – use tools on the market!
 Continuous customer contact process review & enhancement
 Fixed asset cost reduction – optimal software and hardware – e.g. headsets available
as a rental option. Do we really need plants?
 Agent salary structure – make sure it is relevant and it drives right behaviour
 Incentivise your management on BUDGET CONTROL

24. Increased customer spend
More knowledgeable staff
Increased customer retention
Delighted customer
Faster service from agent
Product
System Process
Service

25. Efficiency
 Agree on the PURPOSE of your QUALITY FUNCTION.
 Understand what are the PILLARS / core functions – e.g. FAIS act / SALES
 Doing it ourselves vs Outsourcing
Effectiveness
 Area must be lead with “Ambassadorship”
 Manage what you measure – its not a by the way function!
 Reward and publicly recognize STELLAR service delivery
 Constantly increase delivery standards & celebrate key milestones

26.  Define the percentage of calls is answered in what time frame /
Average outbound call should be
 Awareness of Acceptable answer rate, query resolution times?
 Seek realism – obtain industry benchmarking reports
 Call into competitors centre’s to check service experience

27.  Communicate to staff : -
 How we compare to industry reports
 What our ambitions are – BE FACTUAL
 Keep staff INFORMED of your current performance
 Celebrate key milestones

28. Basic chocolate CAKE….

29. What role does Leadership play…

30. ICING and dressing your cake!
 Invest in others
 Engagement with your staff
 Role of Brand Ambassador

32. Engage with your staff

33. Brand Ambassador

36. Examples… you decide on the
WOW moments – below is my examples
 Eskom
 Mercedes Benz
 Telkom
 Caltex & Shell

37. Mushfiq’s 10 TAKE HOME POINTS
 Talk to customers in their language
 Clear and simple communication in resolution
 Always under promise and over deliver
 Continuously re-engineer your customer interaction process &
management
 Automation has a place – use it wisely

39. Starting a positive movement…
EASY!
Show how its done
Get involved
Audit your OWN SERVICE
LET YOUR CUSTOMERS GUIDE
YOU

40. C U S T O M E R C E N T R I C I T Y
=
STELLAR SERVICE

41. LEAD by…
example
show how its done
Get involved
STAY CURRENT WITH TRENDS
LET YOUR CUSTOMERS GUIDE
YOU

44. GAME CARD….prizes tomorrow at
the network cocktail session 