perception is reality - icmi @ dreamforce 2010 handout - tim montgomery
Post on 05-Dec-2014
471 Views
Preview:
DESCRIPTION
TRANSCRIPT
12/13/2010
1
Perception is Reality:
Reposition the Value of
the Call Center
Dreamforce 2010
Tim has honed his expertise by working
closely with and advising some of the world’s
most recognized service organizations
12/13/2010
2
5%
Many companies talk
about World Class
Service, but only 5%
actually achieve it…
12/13/2010
3
What is World
Class?
12/13/2010
4
Customer ServiceVs.
Customer Experience
Biggest Expense – Turnover
Biggest Opportunity – Leadership
12/13/2010
5
Gallup – Why Employees Leave?
Lack of MANAGEMENT support
in areas such as performance and development.
No faith in LEADERSHIP or vision
of the company.
Concern with MANAGEMENT’s treating of people.
12/13/2010
6
What makes it hard to deliver world class?
12/13/2010
7
Survey Says…1. We’re understaffed2. Can’t pay enough3. Reps don’t care4. Other departments5. Our systems6. Senior management
World Class Mindset(Company)
1. Hire Nice2. Control Punishment3. Policies = NO4. THANK YOU5. Line of Sight
12/13/2010
8
World Class Mindset(Agent)
1. I OWN it 2. Beyond the call3. I am “US”4. I KNOW them
12/13/2010
9
What Makes them World-Class?
They Don’t Monitor Call Times
What Makes them World-Class?
They Repair Relationships
12/13/2010
10
What Makes them World-Class?
They Make it EASY and FUN
What Makes them World-Class?
They Engage the Front-line Daily
12/13/2010
11
What Makes them World-Class?
They Come To My House….
What Makes them World-Class?
They give $2,000 Empowerment
12/13/2010
12
What Makes them World-Class?
They Target NO Service
Thinking like that
distinguished our
Customer Service
Champs from the
rest of the field
12/13/2010
13
12/13/2010
14
Complete Session Survey
Email me to get slides and articles
timm@cooneysolutionsgroup.com
12/13/2010
15
For your consideration
1. Diet and Exercise 2. Focus on WHAM3. Outside the fishbowl4. Inside the box5. Your frothing line6. Invest in YOU
You Can’t lose 20
pounds in a day
12/13/2010
16
Well
Hear
Alter
Modify
12/13/2010
17
12/13/2010
18
Don’t ignore what’s in the box…
Draw Your Frothing
Pitcher Line
12/13/2010
19
top related