service ready deck for linkedin

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Service ReadyTM Information Deck

MHI Global Be Ready


SERVICE READYTM

The importance of being Service Ready™

Why does it matter?

The Customer Journey: Serving the customer at every touch point

What is Service Ready™

How can Service Ready™ help your organization?

AGENDA


SERVICE READYTM

Improve brand loyalty

Increase customer

satisfaction

Increase employee

engagement & retention,

and

Improve enterprise

profitability

GROWTH DEPENDS ON RETENTION… AND RETENTION DEPENDS ON SERVICE.

Every conversation, every phone call, every email and every chat has critical impact on your ability to acquire and keep customers. Your entire organization needs to Be Ready to Perform in every one of these interactions. Because performance defines these moments and great defining moments drive great Customer Experience, that results in growth and profitability.

MHI GLOBAL’S SERVICE READYTM LEARNING SOLUTIONS HELP ORGANIZATIONS OPTIMIZE CUSTOMER EXPERIENCE TO:

COMPANIES LIVE OR DIE BASED ON HOW WELL THEY SERVE THEIR CUSTOMERS


SERVICE READYTM

98% of customers said their call was treated in a professional manner

91% said the CSR quickly understood why they called

92% said the response they received was given in a clear and understandable fashion

96% said the service they received was outstanding, very good, or good

Customer satisfaction scores increased from 69 to 90.6%

Stronger partnership between managers and their teams

FEEDBACK FROM OUR CLIENTS HAS BEEN EXCELLENT


SERVICE READYTM

On the corporate web site

When interacting with

call centers

During in-store or office visits

While using the products/ services

During a post-sale service call

During a call with Accounts Receivable

Customer Experience is how customers perceive their interactions with a company over the duration of their relationship.

These Interactions occur every time your customers engage with your organization.

FOR EXAMPLE

WHAT IS CUSTOMER EXPERIENCE?


SERVICE READYTM


Why does it matter?




AGENDA


SERVICE READYTM

$41 Billion lostby U.S. brands each year

due to poor customer service

It costs an average of 7X as much to attract a new customer vs.

keeping an existing customer

44% of companies have a greater focuson new customer acquisition vs. 18% that focus on customer retention

WHY DOES IT MATTER?


SERVICE READYTM


Why does it matter?




AGENDA


SERVICE READYTM

CUSTOMER

“Customer service shouldn’t just be a department…

…it should be the entire company.”

-Tony Hsieh, CEO of Zappos

CONTRACTING

INVOICING

PROVISIONING

SALES

MARKETING

ACCOUNTS RECIEVABLE

SERVICE AND SUPPORT

ACCOUNT MANAGEMENT

THE CUSTOMERS JOURNEY


SERVICE READYTM


Why does it matter?




AGENDA


SERVICE READYTM

Building Customer Loyalty

Mastering Conversation Essentials

Strengthening Customer Connections

Navigating Challenging Situations

Exploring Digital Communications

• Defines and aligns learner’s role in creating positive customer experiences

• Four key customer expectations

• Defining moments• Measures of success• Emotional energy

• Provides a process & related skills for handling all types of customer conversations

• Defining customer’s needs

• Four parts of a customer-focused conversation

• Delivering unwelcome news

• Mastering the art of high-value conversations

• Delivers key concepts to elevate the importance of each customer’s unique value

• Connecting with your customer

• Guidelines for exceeding a customer’s needs

• Projecting a willingness to help

• Choosing positive language

• Provides skills and techniques for diffusing & resolving escalated situations

• Listening non-defensively

• Eight defusing skills• Selective agreement• Five resolving skills

• Explores growing importance of digital communication channels & impact of social media

• Communication channels currently in use

• Creating successful digital communications

• Projecting a professional tone

• Analyzing social media: Case studies

SERVICE READY™ PROVIDES THE SKILLS, METHODOLOGY AND PROCESSES THAT ENSURE EXCEPTIONAL INTERACTIONS AT EVERY TOUCHPOINT ALONG THE CUSTOMER JOURNEY…

MODULES


SERVICE READYTM

Tech Support Ready

Field Service Ready

Retail Ready Customer Service Ready

Leader Ready

Comprehensive training for tech support teams, teaching both soft skills

and diagnostic skills

Training for field service reps that teaches critical

customer service skills so they feel confident and

comfortable working with customers

Customized “in the aisle” retail training “chats” for

store associates and store managers

Uncovering new opportunities in a service

call can be difficult. Transitioning from solving a customer’s problem to selling them a solution

that may provide further value can be difficult and

off-putting to the customer without the

proper transitioning skills

Defines and aligns the leader’s role in coaching

associates to create positive customer

experiences

…SERVICE READY™ EMPOWERS CUSTOMER EXPERIENCE PROFESSIONALS TO EMPLOY THESE SKILLS IN KEY SUPPORT ROLES


SERVICE READYTM

50+ years of helping customers improve

customer experience through legacy of

AchieveGlobal and Impact Learning Systems

Over 1 million participants trained in our programs

Service ReadyTM products and services have a foundation of rigorous design and decades of practical experience built into each.

SOME OF OUR MANY CUSTOMERS:

50+

OUR HISTORY OF SUCCESS


SERVICE READYTM


Why does it matter?




AGENDA


SERVICE READYTM

Building Customer Loyalty

Mastering Conversation Essentials

Strengthening Customer Connections

Navigating Challenging Situations

Exploring Digital Communications

• Defines and aligns learner’s role in creating positive customer experiences

• Four key customer expectations

• Defining moments• Measures of success• Emotional energy

• Provides a process & related skills for handling all types of customer conversations

• Defining customer’s needs

• Four parts of a customer-focused conversation

• Delivering unwelcome news

• Mastering the art of high-value conversations

• Delivers key concepts to elevate the importance of each customer’s unique value

• Connecting with your customer

• Guidelines for exceeding a customer’s needs

• Projecting a willingness to help

• Choosing positive language

• Provides skills and techniques for diffusing & resolving escalated situations

• Listening non-defensively

• Eight defusing skills• Selective agreement• Five resolving skills

• Explores growing importance of digital communication channels & impact of social media

• Communication channels currently in use

• Creating successful digital communications

• Projecting a professional tone

• Analyzing social media: Case studies

SERVICE READY™ PROVIDES THE SKILLS, METHODOLOGY AND PROCESSES THAT ENSURE EXCEPTIONAL INTERACTIONS AT EVERY TOUCHPOINT ALONG THE CUSTOMER JOURNEY…

MODULES


LEARNER READYTM

A broad range of delivery solutions to uniquely help your learners learn best and work on active client opportunities in a collaborative environment to help win the business in an accelerated manner.

DIGITAL INTEGRATED

ILT ► MHI Global certified Instructor-led Training (ILT)

► Instructors are experienced sales professionals and leaders

► Typically 1 to 3 day on-site modular programs

► “Train-the-Trainer” programs highly rated and best-in-class

► Effective for groups of 2 to 25 learners

SERVICE READYTM

HOW IS SERVICE READY™ DELIVERED?


LEARNER READYTM

DIGITAL INTEGRATED

ILT► Anytime, anywhere and highly scalable

► Micro content modules for rapid bursts, just-in-time and at learner’s pace

► Mobile design first and interactive experience

► Effective for groups with more than 25 learners

► Partnership with SwissVBS


SERVICE READYTM



LEARNER READYTM

ILT

DIGITAL INTEGRATED

► Ideal for the modern learner

► Progress monitoring, social and collaborative features including peer-to-peer review and gamification

► Broader ecosystem of content including video

► Effective for groups with more than 25 learners

► Powered by Intrepid Learning


SERVICE READYTM



LEARNER READYTM

DIGITAL INTEGRATED

ILTFor organizations seeking a highly customizable, configurable and branded solution for greater flexibility

Any combination of these delivery solutions

For enhanced skills retention, ongoing realignment & reinforcement

Highly customizable, configurable and scalable solutions to meet the needs of both the organization and the learners.

SERVICE READYTM



SERVICE READYTM

Appendix


SERVICE READYTM

SOME OF OUR MANY CLIENTS


SERVICE READYTM

Provide service training and tools for outsourced customer service representatives (CSRs) and supervisors

OBJECTIVE:

Customer service representatives and Customer service supervisors

TRAINING POPULATION:

RESULTS:





SUCCESS STORIES: HEALTH INSURANCE PROVIDER


SERVICE READYTM

Provide service training and tools for outsourced customer service representatives (CSRs) and supervisors

Customer service representatives and Customer service supervisors





SUCCESS STORIES: HEALTH INSURANCE PROVIDER

OBJECTIVE:


RESULTS:

Create a culture of service excellence by improving service delivery and recovery

Technical support Representatives, Technical support Supervisors

29.8% average decrease in escalations

62.1% reduction in service recovery escalations

SUCCESS STORIES: PHARMACEUTICALS


SERVICE READYTM

Create a culture of service excellence by improving service delivery and recovery

Technical support Representatives, Technical support Supervisors


29.8% average decrease in escalations

62.1% reduction in service recovery escalations

OBJECTIVE:


RESULTS:

Improve overall customer satisfaction and loyalty

Support representatives, Support managers/team leaders

151% increase in CAS (Customer Allegiance Scores),

from 18.4 to 47.3

SUCCESS STORIES: BIOTECH


SERVICE READYTM

Improve overall customer satisfaction and loyalty

Support representatives, Support managers/team leaders


151% increase in CAS (Customer Allegiance Scores),

from 18.4 to 47.3

OBJECTIVE:


RESULTS:

Drive customer satisfaction and create a true ease of doing business for customers

Technical support representatives and managers

Customer satisfaction scores increased from 69 to 90.6%

Stronger partnership between managers and their teams

SUCCESS STORIES: TECHNOLOGY

service ready deck for linkedin

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