Customer Service Excellence
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Transcript of Customer Service Excellence
![Page 1: Customer Service Excellence](https://reader036.fdocuments.in/reader036/viewer/2022062418/5557aa97d8b42a696c8b49c4/html5/thumbnails/1.jpg)
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Webinar Ground Rules
Follow-Up Expectations
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Shannon Kluczny BizLibrary - Vice President of Client
Services
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Customer Servic
eExcellence
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• External Customers
• Internal Customers
• Handling Problems
• Perception
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Map Experience
Research Perception
Action to Improve
Review and Evaluate
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•Define•Map•View•Practice•Evaluate
Map The Customer’s Experience
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•Survey•Complaints
•Employee Opinions
Research Customer’s Perceptions
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•Skills•Products•Procedures
Take Action for Improvement
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•Metrics•Analysis•Monitor•Adjust
Review Operations
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Implementing Customer Service Standards to gain Trust & Loyalty
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•Identify Steps•Define poor service
•Define excellent Service•Convert to Standards
Developing Effective Standards
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Developing a Strategy
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•company's current product•target market•existing and potential competitors•current socio-economic environment•growth potential
Situational Analysis
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Define ValueDefine Value
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“Put into practice the services you've decided will add value to the overall customer experience.”
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Customer’s Changing Needs
• customer surveys• in-bound e-mails• messages in chat rooms• comments on blogs• records of call center conversations
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Internal CustomersInternal Customers
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Internal CustomersInternal Service ProvidersExternal Customers
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Relationships
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Internal Dependencies
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Understanding Internal Processes
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Service Level Agreements (SLAs)
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Cross-functional Steering Groups
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Service champions
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• 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
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Getting to know internal customers
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Identifying mutual expectations
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Taking Action & Getting Feedback
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internal customer service attitude
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OutstandingCustomer Service
Provider
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Keep your colleagues motivatedBuild rapport
Create a culture of sharing and helping
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Exceeding Expectations
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allow the customer to vent listen with empathy
focus on the customer
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Investigating the complaint
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Agreeing on a Solution
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Follow Up
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be helpfultake ownership of the problem
act as the customer's point of contact
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Be helpful
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Take ownership of the problem
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Act as the point of contact
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CAUTION!!!
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"Service is in the eye of the beholder."
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Customer Servic
eExcellence
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