Customer relationship management 2013

Presented by Richie B. of http://www.bladesandbladesconsultancy.com

Customer Relationship Management

Enhancing service in tough markets


Handling customer service problems

Identify customer service

problems

Select the best solution

to resolve customer service

problems

Implement the solution to customer

service problems


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


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


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


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


Customers have requested it Customers have not requested it

Information needs to be supplied tactfully when


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


Identify the products / services of your organization relevant to your customer service role.

Products and services


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


Exercise Examine how you currently communicate

How can you improve your: Clarity Politeness Confidence

Identify why these are important.

Communication


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


Change of Topic


Grow Customer Markets Through Outsourcing

Techniques and strategies for growing your business


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?

http://en.wikipedia.org/wiki/Outsourcing

http://en.wikipedia.org/wiki/Outsourcing

http://hbswk.hbs.edu/topics/outsourcing.html

http://hbswk.hbs.edu/topics/outsourcing.html

http://www.allbusiness.com/human-resources/workforce-management-hiring/1084-1.html

http://www.allbusiness.com/human-resources/workforce-management-hiring/1084-1.html

http://www.jamaicaobserver.com/mobile/business/CSS-targets-Eastern-Caribbean-with-e-payment-services_15317258





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?


• 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


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?


Small businesses outsource

Limited capital

Limited expertise

Cost controls

Economies of scale

Research and

Development


How can you see outsourcing benefiting your business?


Here’s another resource


http://www.slideshare.net/richieb93

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Contact Details

T. 246.420.4826 E. [email protected] W. www.bladesandbladesconsultancy.com

mailto:[email protected]

http://www.bladesandbladesconsultancy.com/

Customer relationship management 2013

Business

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