SlideShare a Scribd company logo
Providing satisfaction even
when everything goes wrong!

              Jawaid Bhatti
     Technology Group Operations Manager
             Greater London Authority
Providing satisfaction even
when everything goes wrong!
    •   Background
    •   Preparation
    •   When it’s just about to go wrong
    •   When it goes wrong Bhatti
                   Jawaid
    •   Technology over Operations Manager
        When it’s all Group
               Greater London Authority
Background
• Good news / Bad news
Technology … from a customers prospective
• Reasons:
    o Insufficient planning
•   Utility
    o Failure on expectations
•   Productivity
    o Loss of service
• Delivery of bad news




 
    
Preparation

• Learn to know what success feels like?
• Build bonds with customers
• Manage expectation
• Understand what’s on offer?
• Set up support networks
• Teach your team not to over commit
• Understand the business and it’s
  timetable
Just about to go wrong?


• How do you know ‘it’s all about to go
  wrong?’
• Communicate and prepare the service
  areas
• Get you team ready & standby
Oh .. It’s all gone wrong!

• What to do
• Let the specialists do their job
• Utilise best communication technique
• Use the ‘Four-Line’ rule

•   What went wrong
•   What caused it
•   What we are doing about it, and when we'll next contact you
•   What we'll do to ensure it doesn't happen again
When it’s all over …

• If it happened again, how could change
  the outcome?
• Did your maintenance partner let you
  down?
• What do our customers think?
• Put in place an action plan and
  communicate it
Above all, you know it’s working when:

  o Customers are happy, and
  o Team enjoyed the experience
Providing satisfaction even
when everything goes wrong!

              Jawaid Bhatti
     Technology Group Operations Manager
             Greater London Authority

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When everything goes_wrong

  • 1. Providing satisfaction even when everything goes wrong! Jawaid Bhatti Technology Group Operations Manager Greater London Authority
  • 2. Providing satisfaction even when everything goes wrong! • Background • Preparation • When it’s just about to go wrong • When it goes wrong Bhatti Jawaid • Technology over Operations Manager When it’s all Group Greater London Authority
  • 3. Background • Good news / Bad news Technology … from a customers prospective • Reasons: o Insufficient planning • Utility o Failure on expectations • Productivity o Loss of service • Delivery of bad news  
  • 4. Preparation • Learn to know what success feels like? • Build bonds with customers • Manage expectation • Understand what’s on offer? • Set up support networks • Teach your team not to over commit • Understand the business and it’s timetable
  • 5. Just about to go wrong? • How do you know ‘it’s all about to go wrong?’ • Communicate and prepare the service areas • Get you team ready & standby
  • 6. Oh .. It’s all gone wrong! • What to do • Let the specialists do their job • Utilise best communication technique • Use the ‘Four-Line’ rule • What went wrong • What caused it • What we are doing about it, and when we'll next contact you • What we'll do to ensure it doesn't happen again
  • 7. When it’s all over … • If it happened again, how could change the outcome? • Did your maintenance partner let you down? • What do our customers think? • Put in place an action plan and communicate it
  • 8. Above all, you know it’s working when: o Customers are happy, and o Team enjoyed the experience
  • 9. Providing satisfaction even when everything goes wrong! Jawaid Bhatti Technology Group Operations Manager Greater London Authority