Facilitating Excellence in Customer Service: An Insight from other Sectors
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Transcript of Facilitating Excellence in Customer Service: An Insight from other Sectors
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20th February 2014
Customer Service Transformationin Social Housing
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Facilitating excellence in customer service
An insight from other sectors
Mike McMasterClient Services Director
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Customer Service is…
Customer service is the sum total of what an organisation
does to meet customer expectations and produce customer satisfaction
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Customer Service vs “Hard” Business Measures
• Satisfaction
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Customer Service vs “Hard” Business Measures
• Satisfaction • Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
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Customer Service vs “Hard” Business Measures
• Satisfaction
£
• Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
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Customer Service vs “Hard” Business Measures
• Satisfaction
£
• Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
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Real-timeInspired Action
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Proactivecommunications
SMS!
Fast feedbackafter every call
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Quadrupled the money collected
Reduced serial delinquency
Increased customer satisfaction
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Challenges:
No-one at home
Redelivery costs
Cost of phone calls
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HELP!
I’M STUCK IN A LIFT!
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*Equality Impact Assessment for SMS Text Messaging across DWP
94% agreed that a text message is a goodway to be kept informed about the progress of their claim
80% said getting a text message stopped them getting in touch*
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“SMS services benefit our customers. By keeping them better informed of progress or reminding them aboutinterviews or payments, we can improve the level of customer service and reduce the need for them to contact the Department to chase action.”*
*Equality Impact Assessment for SMS Text Messaging across DWP
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The best channel for real-time engagement?
Avg SMS read in
4 mins
Avg Email read in
48 hours
SMS is 720x faster than email
“SMS remains the single most powerful real-time engagement channel on the planet.”
Customers want relevant, timely SMS
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Average user looks at their mobile 150 times per day
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“Put your best people onto
mobile”
Eric Schmidt - Chairman of Google
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Real-timeInspired Action
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“85% of decision-making is emotional”
Richard HytnerDeputy MD Saatchi & Saatchi
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People want to be heard
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Customer Service vs “Hard” Business Measures
• Satisfaction
£
• Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
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Customer Service vs “Hard” Business Measures
• Satisfaction
£
• Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
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Moments of TruthTM
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Mike McMasterClient Services Director
Rapide Communication Ltd
www.rantandrave.com / @rapideuk
07946 265 024 / [email protected]