Download - Customer Service
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A Customer Complaint is a Hidden Gift
The Strategy Guy
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Today’s Agenda
• Group Introductions • Pulse Check• Ground Rules for success• Moderator Introduction• Case Study• Tools• Q & A• Pulse Check, Summary & Close
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Group Introduction
• Your Name
• Your Company / Organization
• Your Role
• Your Passion
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Pulse Check
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Some Rules for Success
• Cell Phones OFF
• Equal Status
• Own Your Own Experience– Be specific
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Moderator Introduction
• Customer Service @ 14 years of age
• The Strategy Guy
• Productivity Transformation
• Human Capital Transformation
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I Have a Complaint for You
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Case Study - Facts
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Case Study - Facts
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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
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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
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Case StudiesFix the Customer First Philosophy• Ristaurante DiLullo
• MBI Corporation
• Sun Microsystems
• Hewlett Packard
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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
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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
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What should you measure?
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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
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Feedback & Tools
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Pulse Check
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Remaining Questions
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Twitter; @strategyguyE-mail; [email protected]; http://thestrategyguysite.com/LinkedIn; http://www.linkedin.com/in/jcduarte