Effective Customer Service ETG – ExcelToGreat Dr. Martina Bluem.

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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

Customer Requirements* * 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.

Methods Customer Research* *GoLeanSixSigma.com

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

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?