customer service
DESCRIPTION
Customer Service presentation to client for tele-seminarTRANSCRIPT
A Customer Complaint is a Hidden Gift
The Strategy Guy
Today’s Agenda
• Group Introductions • Pulse Check• Ground Rules for success• Moderator Introduction• Case Study• Tools• Q & A• Pulse Check, Summary & Close
Group Introduction
• Your Name
• Your Company / Organization
• Your Role
• Your Passion
Pulse Check
Some Rules for Success
• Cell Phones OFF
• Equal Status
• Own Your Own Experience– Be specific
Moderator Introduction
• Customer Service @ 14 years of age
• The Strategy Guy
• Productivity Transformation
• Human Capital Transformation
I Have a Complaint for You
Case Study - Facts
Case Study - Facts
Let’s do the Math• New customer acquisition cost = 4x– New employee cost = 1y salary
• 8 to 10% of No Problem Reported = Don’t return– 10 to 25% depending on product performance
• 14% of Satisfied w/ Problem fix = Don’t return
• 70% of Unsatisfied w/ Problem fix = Don’t return
• 45% of Problem NOT reported = Don’t return
What can you do?• How many total clients do you have?– Look for the problems– Fix the root cause
• Ask your clients for specifics?– Did this ever happen before?– How is it impacting your business?– Fix the client first!– Cycle your feedback into production!
• Change “satisfaction” mindset to an “enthusiastic recommendation” mindset
Case StudiesFix the Customer First Philosophy• Ristaurante DiLullo
• MBI Corporation
• Sun Microsystems
• Hewlett Packard
The Rewards
• Yourself– Emotional
• Your Organization– Financial
• Your Client– Peak Experience
Self-actualizationSelf-actualization
Esteem needsEsteem needs
Belongingness & Love needsBelongingness & Love needs
Safety needsSafety needs
Biological & Physiological needsBiological & Physiological needs
Peak Experiences
“there are moments of ecstasy which cannot be bought, cannot be guaranteed, cannot even be sought…
…but one can set-up the conditions so that peak experiences are more likely, or one can perversely set up the conditions so that they are less likely”
Abraham Maslow
What should you measure?
Don’t Get Bogged Down By Tools• KPI’s– Pick just 1
• Dashboards
• Net Promoter Score– Questions– Recommendations– Continuous Improvement
• Customer Satisfaction Surveys– Close-to-the-Customer
Feedback & Tools
Pulse Check
Remaining Questions
Twitter; @strategyguyE-mail; [email protected]; http://thestrategyguysite.com/LinkedIn; http://www.linkedin.com/in/jcduarte