perception is reality - icmi @ dreamforce 2010 handout - tim montgomery

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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

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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

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