Post on 20-Jun-2015
description
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Customer Relationship Management
Enhancing service in tough markets
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Handling customer service problems
Identify customer service
problems
Select the best solution
to resolve customer service
problems
Implement the solution to customer
service problems
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Identify Customer Service Problem
s
Gather and
interpret informatio
n
Ask customers appropriat
e questions and check
your understan
ding
Identify repeated problems and alert
appropriate
authority
Share feedback –
identify problems
before they occur
Identify problems
with systems
and procedure
s
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Available options for resolving CS problems
Consultation on the options for resolution
Advantages and Disadvantages of each option to all parties
Selection of the best option for the parties involved
Suggest alternatives when you do not have an adequate
solutionDiscuss and agree the proposed option for solving the problem
with your customers
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Take action to implement the option agreed with your customers
Work with others and your customers to make sure that any commitments related to solving
Keep customers fully informed about what is happening to resolve the problems
Check with your customers to make sure the problem has been resolved to their satisfaction
Give clear reasons to your customers when the problem has not be resolved to their satisfaction
Implement the solution to customer service problems
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
How do you eliminate challenges between what your customers expect and what your organization can deliver?
Are you paying attention to your operations to avoid system or procedure failure?
What steps are you taking to ensure you have adequate resources and limit human error?
Important customer considerations
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Customers have requested it Customers have not requested it
Information needs to be supplied tactfully when
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
What are your customer’s rights? Specific aspects
Health and safety Data protection Equal opportunities Disability discrimination (delivery of products /
services you deal with to your customers) Codes of practice and ethical standards Contractual agreements
Legislation and regulations
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Identify the products / services of your organization relevant to your customer service role.
Products and services
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Guidelines laid down by your organization. Do they limit what you can do on the job?
Authority Limits Agreement seeking Permission from others
Job relevant targets Roles in meeting them Organizational implications if they are met / not met
Organizational procedures /guidelines
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Exercise Examine how you currently communicate
How can you improve your: Clarity Politeness Confidence
Identify why these are important.
Communication
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Discuss your procedures and systems for dealing with customer service problems. Are they effective? Can they be improved? What would you do differently if given the
opportunity?
Examine stressful situations and how they can be best negotiated.
Organization
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Change of Topic
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Grow Customer Markets Through Outsourcing
Techniques and strategies for growing your business
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Definition of outsourcing
Challenges of outsourcing
Benefits of outsourcing
Resources for outsourcing with the Caribbean include:•Centralized Strategic Services expanding in the Eastern Caribbean
Outsourcing – What is it?
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Lower Costs
• 80% companies – main reason outsourcing
Up-sell/
Cross-selling
• Profitability enhancement
Retention
• Opportunity to increase satisfaction and retention
Scale
• Adjust up or down to meet production requirements
Diversification
• Its impact on outsourcing.
HOW HELPFUL IS OUTSOURCING TO THE BUSINESS?
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
• Skills that enable differentiation of products / services from competitors
Core competenc
e
• Develop competitor(s) Intellectual property
• Ease of enforcement• International borders• Legal system in domicile
Contracts
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Core competence Switching costs Supplier agreements Vendor managed inventories Overhead costs Production in a high wage location Carrying costs – goods in transit
What must we consider in our decision to outsource?
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Small businesses outsource
Limited capital
Limited expertise
Cost controls
Economies of scale
Research and
Development
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
How can you see outsourcing benefiting your business?
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Here’s another resource
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
http://www.slideshare.net/richieb93
Download this Presentation Here
Presented by Richie B. of http://www.bladesandbladesconsultancy.com
Contact Details
T. 246.420.4826 E. richieb@bladesandbladesconsultancy.com W. www.bladesandbladesconsultancy.com