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