21. Job requirements: Enjoys wearing headsets Understands
customers Likes reading scripts Agrees time = money Eric, we found
the perfect guy! J
22. ?Did you ever try contacting a call center?
23. 3 reasons why getting into Mordor is easier...
24. than getting into a Call center3 reasons why getting into
Mordor is easier...
25. Mordor Call Center
26. Mordor Call Center 1. Do you know who you are dealing
with?
27. Mordor Call Center Sauron
28. If websites were honest
29. If websites were honest
30. If websites were honest Stop using these!
31. If websites were honest Use a real person!
32. Mordor Call Center Sauron No idea
33. 5 minutes of New Age music!(arghh!)
34. Mordor Call Center Sauron No idea 2. Which department is
responsible?
35. Mordor Call Center Sauron No idea Mount doom
36. 10 minutes of more New Age music!(please kill me )
37. Mordor Call Center Sauron No idea Mount doom No idea
38. Mordor Call Center Sauron No idea Mount doom No idea 3.
What do you need for your quest?
39. Mordor Call Center Sauron No idea Mount doom No idea The
Ring
40. Mordor Call Center Sauron No idea Mount doom No idea The
Ring Name, age, client ID, birth date, product code, purchase date,
dogs name, favorite unicorn color ...
41. ?Which quality of customer service did Sheldon show?
42. Talking
43. Listening
44. The best marketer I ever met in my life...
45. ?Why was he so successful?
46. The elderly are the main target group of Robert.
47. Roberts service:
48. Roberts service: He remembers about his clients.
49. Roberts service: He remembers about his clients
preferences.
50. Roberts service: He remembers about his clients
preferences. He dedicates time to helping his clients.
51. Roberts service: He remembers about his clients
preferences. He dedicates time to helping his clients. Client =
equity.
52. ?Who likes Japanese Food?
53. ?Who likes Japanese Food? (If you do not raise your hand it
means you did not try Japanese food)
54. Meet Ira, the best waitress ever
55. Meet Ira, the best waitress ever
56. Why Ira is amazing:
57. Why Ira is amazing: Her smile can end wars between
nations.
58. Why Ira is amazing: Her smile can end wars between nations.
She takes care of her clients.
59. Why Ira is amazing: Her smile can end wars between nations.
She takes care of her clients. She likes her job.
60. Exam question 6
61. Meet Tony Hsieh, CEO of online shoe retailer Zappos
62. The business model
63. The business model Free shipping.
64. The business model Free shipping. Free returns.
65. The business model Free shipping. Free returns. 365 days
returns.
66. The business model Free shipping. Free returns. 365 days
returns. 75% sales from repeat customers.
67. The customer service is located on the highest floor of the
building.
68. ... and the CEO sits right in the middle of it.
69. Human resources
70. Human resources Seeking cultural fit.
71. Human resources Seeking cultural fit. 1 month training
72. Human resources Seeking cultural fit. 1 month training
focused on culture.
73. Human resources Seeking cultural fit. 1 month training
focused on culture. $ 3000 as a bribe to quit the job.
74. Empowered employees = Motivated employees.
75. Employee motivation
76. Employee motivation Give people a voice.
77. Employee motivation Assign responsibility. Give people a
voice.
78. Employee motivation Assign responsibility. Allocate a
budget. Give people a voice.
79. Employee motivation Assign responsibility. Allocate a
budget. Give people a voice. Allow people to be as they are.
80. Welcome to the call center, where everybody is unique.
81. Delivering Happiness Tony Hsieh
82. Treat others like you want to be treated.
83. ?Why do we want satisfied customers?
84. Satised customers are loyal customers
85. Loyalty Steven, satisfied customers, thats the thing What
they tell you it is all about ...
86. Money, money, money ! What it is really all about ...
87. = f
88. Exam question 7
89. Bad prots Good prots
90. The balance sheet does not dier good prots from bad
prots.
91. Salesmen are accountable for their result.
92. Salesmen are accountable for their result. Not for how they
reach it.
93. Who is accountable for the increase in hold times and
customer frustration?
94. How I made bad prots at the Call ! Center!
95. Clients are often trapped in a contract and nd it hard to
terminate it.
96. Low-cost airlines charge extra costs for overweight or
oversized luggage.
97. and even up to 40 euro for checking in at the airport.
98. Bad prots extract value from customers instead of creating
value.
99. = f
100. New customers Existing customers
101. New customers Existing customers
102. Retention is the new acquisition
103. 5% increase customer retention 100% increase in
profits
104. 5% increase customer retention 100% increase in
profits
105. Exam question 8
106. Most surveys are too long and waste the time of the
consumer.
107. They often get lost as a report in a archive, instead of
changing behavior.
108. Most surveys anonymous, making it impossible to close the
loop.
109. The decision makers often do not ll out the survey,
usually in a B2B context.
110. The surveys are written in the language of the researcher
instead of the customer.
111. The results are easily gamed and manipulated to make the
reality look better than it is.
112. Say hello to NPS the new way to manage client
satisfaction.
113. Net Promoter Score
114. On a zero-to-ten scale, how likely is it that you would
recommend us to a friend or colleague?
115. On a zero-to-ten scale, how likely is it that you would
recommend us to a friend or colleague?
116. On a zero-to-ten scale, how likely is it that you would
recommend us to a friend or colleague?
117. What is the reason for your score?
118. What is the reason for your score?
119. 0 1 2 3 4 5 6 7 8 9 On a zero-to-ten scale, how likely is
it that you would recommend us to a friend or colleague? 10
120. Exam question 9
121. 0 1 2 3 4 5 6 7 8 9 On a zero-to-ten scale, how likely is
it that you would recommend us to a friend or colleague? J 10
122. A client has to think he is oered superior value in terms
of price, quality, functionality ...
123. Clients must also feel good about their relation with the
company and feel understood.
124. Do what you do so well, that people cant resist telling
others about you. - Walt Disney
125. 80% J referrals
126. Your most loyal clients can be an invaluable source for
research and development.
127. The product everybody loves ...or hates
128. The product everybody loves ...or hates
129. Marmite values their fans by inviting them to an exclusive
club.
130. 0 1 2 3 4 5 6 7 8 9 10 On a zero-to-ten scale, how likely
is it that you would recommend us to a friend or colleague? K
131. 0 1 2 3 4 5 6 7 8 9 10 On a zero-to-ten scale, how likely
is it that you would recommend us to a friend or colleague? L
132. Your most unhappy customers are your greatest source of
learning Bill Gates
133. By reporting many problems they drive up service
costs.
134. They bad mouth to friends, family, colleagues,
acquaintances anyone who will listen, sometimes including
journalists, regulators and legislators
135. They bad mouth to friends, family, colleagues,
acquaintances anyone who will listen, sometimes including
journalists, regulators and legislators