Presentation on theme: "Effective Customer Service ETG – ExcelToGreat Dr. Martina Bluem."— Presentation transcript:
Effective Customer Service ETG – ExcelToGreat Dr. Martina Bluem
Customer Experience Impact Study According to RightNow's Customer Experience Impact study*, consumers cited "rude, incompetent staff" as the No. 1 reason why they would abandon a business.Customer Experience Impact study 85% of participants indicate they would pay 25% to ensure a superior customer experience. Saving money is no longer No 1 priority in customer service. *Click to access full report (a MUST read)
Customer Definition* Customer: A customer is any person or organization that gets a product or service (output) from the work that we do (our process or the input to that process). This is different from Stakeholder… *GoLeanSixSigma.com
Five Misconceptions and the Facts* Blinded by faster response times - great services always beats fast service Few complaints is great customer service - the average business hears from only 4% of its dissatisfied customers. Customer acquisition = customer retention - it is 6-7 times more expensive to acquire a new customer than it is to keep a current one. *Help Scout Blog
…Continued “Speed” is not the most important factor of customer service - 73% of dissatisfied customers cited incompetent, rude, and "rushed" service as the #1 reason why they abandoned a brand. You think you don’t have to worry! - 80% of companies say they deliver superior customer service. 8% of people think these same companies deliver superior customer service.
Emotionally Engaged Customers* The level of engagement felt by customers was affected by the speed with which these customers were handled. Customer perceptions of the tellers' courtesy and their apparent willingness to help were far more important than speed of service in generating customer engagement. Customers who gave the business high ratings on those "people" attributes were nine times more likely to be fully engaged. *Gallop
The ETG Approach Hear the voice of our Customers. Define critical metrics to measure customer satisfaction. Gather and analyze these metrics and feedback to measure your success and shortcomings. Great customer experiences get or retain the customer.
Converting Customer Comments to Requirements* *GoLeanSixSigma.com
ETG Solutions Cultural change from saving money to great customer service organization. Focus on customer engagement. Excellent communication skills Offer polite, competent and helpful service. Patience with customers. Focus on tips to be a great customer service organization http://visual.ly/25-skills-excellent-customer-service
Questions? ETG has answers! What are your thoughts in Customer Service? What do you think is great Customer Service? What characteristics does a person have with good customer service skills? What is emotional intelligence and how does it fit here? Is it possible to be unhappy at work and provide excellent customer service?