How to transform CUSTOMER

SERVICE

By OEE

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Are your customers FRUSTRATED?

Unhappy customers LEAVE

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…….. they typically tell 9-15 other people about their poor experiences

– WHITE HOUSE OFFICE OF CONSUMER AFFAIRS Photo credit: pedrosimoes7 / Foter.com / CC BY

Customer service is

KEY

55% of customers would

pay extra to guarantee a better service

– DEFAQTO RESEARCH

So you need to change - FAST!

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Our top 3

SERVICE Principles

By OEE

Focus on VALUE

1

Value is what your

CUSTOMER is willing to pay for

……….Not what

YOU want to sell

To understand value, you must capture the

VOICE OF YOUR CUSTOMER

ASK your customers

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Improvement without defining

VALUE is just cost reduction

Reducing cost DOES NOT EQUAL

improving service

Improving service requires an

EXTERNAL focus……..

Imagine you are the CUSTOMER

2

To truly

UNDERSTAND walk in your customer’s shoes

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Your customer will see your

SERVICE in a different way than you do

Understand the

OBSTACLES your customer faces to receive

your service

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Identify &

PRIORITISE all the obstacles they face

1. YOU’RE WASTING MY TIME 2. I CAN’T FIND YOUR PHONE NUMBER ANYWHERE 3. I’VE GIVEN YOU THIS INFORMATION 3 TIMES ALREADY 4. YOU’VE SPELT MY NAME WRONG 5. WHY DO I HAVE TO SPEAK TO 4 DIFFERENT AGENTS? 6. I’VE BEEN WAITING 25 MINUTES FOR YOU TO ANSWER 7. I WAITED 5 DAYS FOR XXX AND YOU SENT ME YYY 8. …………………..

Then

ELIMINATE them, one at a time

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Give your customers: WHAT they want

WHEN they want it

HOW they want it

And WHERE they want it

And show them you

CARE!

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Value COMPLAINTS

3

Complaints provide a

WINDOW on the workings of your business

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Complaints are

FREE market research

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For every customer complaint, there are

26 other unhappy customers who have

remained silent – LEE RESOURCE

Handling

COMPLAINTS promptly and effectively is important

…… but not ENOUGH!

Address the

CAUSE of complaints

to improve service

ANALYSE your complaints data

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Identify the real

ROOT CAUSES (not just what customers complained about)

PRIORITISE those that have greatest

impact on customers

Then

ELIMINATE the causes, one by one

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Our top 3

SERVICE principles

By OEE

Focus on VALUE

1

Imagine you are the CUSTOMER

2 Value

COMPLAINTS

3

OEE unlocking your full potential

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