Webinar Ground Rules

Follow-Up Expectations

Shannon Kluczny BizLibrary - Vice President of Client

Services

Customer Servic

eExcellence

• External Customers

• Internal Customers

• Handling Problems

• Perception

Map Experience

Research Perception

Action to Improve

Review and Evaluate

•Define•Map•View•Practice•Evaluate

Map The Customer’s Experience

•Survey•Complaints

•Employee Opinions

Research Customer’s Perceptions

•Skills•Products•Procedures

Take Action for Improvement

•Metrics•Analysis•Monitor•Adjust

Review Operations

Implementing Customer Service Standards to gain Trust & Loyalty

•Identify Steps•Define poor service

•Define excellent Service•Convert to Standards

Developing Effective Standards

Developing a Strategy

•company's current product•target market•existing and potential competitors•current socio-economic environment•growth potential

Situational Analysis

Define ValueDefine Value

“Put into practice the services you've decided will add value to the overall customer experience.”

Customer’s Changing Needs

• customer surveys• in-bound e-mails• messages in chat rooms• comments on blogs• records of call center conversations

Internal CustomersInternal Customers

Internal CustomersInternal Service ProvidersExternal Customers

Relationships

Internal Dependencies

Understanding Internal Processes

Service Level Agreements (SLAs)

Cross-functional Steering Groups

Service champions

• List your internal customers• Get to know their work processes and roles• Discuss your mutual expectations openly• Implement necessary action• Get feedback, evaluate and review

Delivering Internally

Getting to know internal customers

Identifying mutual expectations

Taking Action & Getting Feedback

internal customer service attitude

OutstandingCustomer Service

Provider

Keep your colleagues motivatedBuild rapport

Create a culture of sharing and helping

Exceeding Expectations

allow the customer to vent listen with empathy

focus on the customer

Investigating the complaint

Agreeing on a Solution

Follow Up

be helpfultake ownership of the problem

act as the customer's point of contact

Be helpful

Take ownership of the problem

Act as the point of contact

CAUTION!!!

"Service is in the eye of the beholder."

Customer Servic

eExcellence