Upload
graham-phleps
View
943
Download
1
Embed Size (px)
DESCRIPTION
Citation preview
Rev 1.1 02092009 Copyright © Open Text Corporation 2008 - 2009. All rights reserved.
Slide 1
EMEA Customer Support
Customer Services Training April 2010
Copyright © Open Text Corporation 2008 - 2009. All rights reserved.
Slide 2
Agenda
08:30 – 09:00 Paul Lewis – VP, Customer Support EMEA
09:00 – 09:45 Johannes Rehmet - Global Services EMEA
09.45 – 10.30 Simon Harrison - VP, Sales Northern Europe
10.30 – 10.45 Break
10.45 – 11.30 Thomas Woppmann - EU R&D
11.30 – 12.30 Adrian Webster“Putting Customers at the Heart of Everything We Do”
12.30 – 13.00 Lunch
13.00 – 13.30 Training Briefing
13.30 – 17.15 Training
15.00 – 15.15 Break
17.15 – 17.30 Wrap Up
Brilliant Customer Service
In House Training Company
Key modules
What does Brilliant Customer Service mean to you?
The SPECIAL model
Telephone techniques and top tips
The importance of Brilliant Customer Service
Introductions
Go around the table and find the answers to these questions.
Copyright © Open Text Corporation . All rights reserved.
Slide 5
Can you find out in one minute…
1.First job after leaving education?
2.Time with company?
3.Nickname (now or previously)?
4.Favourite film?
5.Favourite CD or track?
6.Personal motto, maxim, quote or slogan.
What does Brilliant Customer Service mean to you?
Copyright © Open Text Corporation . All rights reserved.
Slide 6
Personal examples of good and bad satisfaction List 3+ good examples from your
experience as a customer
List 3+ bad examples from your experience as a customer
How do these factors influence BCS?
Experience vs expectation
Little things matter most
Problems really are opportunities
Attitude is everything
Customer’s measure everything
First reactions count
Perception is vital
Customer service is everybody’s responsibility
The SPECIAL model
Copyright © Open Text Corporation . All rights reserved.
Slide 9
What makes customers happy?
Delight = EXPERIENCE EXCEEDING EXPECTATION
Satisfaction = EXPERIENCE EQUALS EXPECTATION
Dissatisfaction = EXPECTATION EXCEEDING EXPERIENCE
What is the most common customer service experience
Indifference! – more than 60% in many surveys
Exceptional is around 15%
Rude, difficult or obstructing is 10%
Copyright © Open Text Corporation . All rights reserved.
Slide 11
A customer wants two things:
Solution to a problem
Made to feel special
We love problems!
“When a customer has a problem that is solved well…
They are more LOYAL than a customer who has no problem at all.”
Experience 1 Yes Yes
Experience 2 Yes No
Experience 3 No Yes
Experience 4 No No
Solution Special
06/09/07
Brilliant Customer Service! 14
Special Model
Speed/Time measures
Personal/Personalise
Expectations/Manage or exceed
Competence/Courtesy
Information/Informed
Attitude/Can Do
Long term relationship/follow-up
06/09/07
Brilliant Customer Service! 15
Speed/Time measures
Doing things quickly adds value
Taking more time with customers adds value too!
Examples:
• Answering the phone with 3-5 rings
• Getting back to people promptly
• Immediate attention
• Shorting call time increases customer and allows you to help more customers
06/09/07
Brilliant Customer Service! 16
Personal/Personalise
Use your name
Use the customer’s name
Personalise your service promise
Examples:
• Names are important
• Do something extra for each customer
• Remember your customer
• Phone instead of email
06/09/07
Brilliant Customer Service! 17
Expectations/Manage or exceed
“Under promise and over deliver”
It only counts when you exceed the customer’s expectation
In the absence of a managed expectation – the customer makes one up
Examples:
• Create specific promises and then beat them!
• Build in a ‘safety buffer’
• Use the “can’t do...can do” technique
06/09/07
Brilliant Customer Service! 18
Competence/Courtesy
Know your CORE skills
Aim to be an expert at your job
Be best at what you do….and…
Show respect to the customer
Examples:
• Be an enthusiast about what you do and at making customers feel valued
• Create your own personal FAQ answer sheet
• Remember, nothing impresses like competence
06/09/07
Brilliant Customer Service! 19
Information/Informed
Share knowledge – people love to learn new things
Keep them informed of progress
Summarise and check for understanding
Examples:
• Help customers get the best from you
• Talk through what you done for them that call and what actions you will do
• KISS – simplify complex issues
• Keep customer’s on a ‘need to know’ basis
06/09/07
Brilliant Customer Service! 20
Attitude/Can Do
Always say what you can do, or will do, not what you can't do or won't do
Look at glass as “half-full” not “half-empty”
Examples:
• Make their day!
• If the customer hasn’t got a smile…give them one of yours!
• Treat every customer as your most important
• Look for ‘moments of truth’
06/09/07
Brilliant Customer Service! 21
Long term relationship/follow-up
Follow-up on promises
Check for satisfaction
Examples:
• “Is there anything else I can help with?”
• Welcome complaints!
• Random follow-up calls a few days after a call - welcome compliments!
06/09/07
Brilliant Customer Service! 22
So… “It’s not what you do, it’s the way that you
do it.”
“It only counts when you EXCEED the customer’s expectation.”
Go beyond solving a problem, and make EVERY customer feel SPECIAL
06/09/07
Brilliant Customer Service! 23
Special Model
Speed/Time measures
Personal/Personalise
Expectations/Manage or exceed
Competence/Courtesy
Information/Informed
Attitude/Can Do
Long term relationship/follow-up
Any questions?
06/09/07
Brilliant Customer Service! 24
Special Model
Speed/Time measures
Personal/Personalise
Expectations/Manage or exceed
Competence/Courtesy
Information/Informed
Attitude/Can Do
Long term relationship/follow-up
Work in small groups and discuss how each of these principles can
be applied to IMPROVING your
customer’s OpenText experience using the
SPECIAL model
Rev 1.1 02092009
BREAK
Be back in 15 minutes
Telephone top-tips
Copyright © Open Text Corporation . All rights reserved.
Slide 26
Telephone model
• Greeting• Company/department• Name• Offer help
• Greeting• Company/department• Name• Offer help
• Ask (open) questions• Probe for specifics• Active listening• Test understanding
• Ask (open) questions• Probe for specifics• Active listening• Test understanding
• Summarise• Confirm details• Next actions• Thank, name etc,
• Summarise• Confirm details• Next actions• Thank, name etc,
• Discuss options• Agree solution• Provide information• Manage expectation
• Discuss options• Agree solution• Provide information• Manage expectation
Intel Sep 07
Communication
Non verbal
Visual 55%
Voice tone 38% Words 7%
How we communicate
Words - 7 %
Voice tone - 38%
Body language - 55%What impression do you want to create in
the mind or your customer?
You achieve this by the mental ‘image’ created
by your voice tone!
Intel Sep 07
Telephone voice dynamics
Pitch - more variation
Volume -Louder
Pace/speed - Slow down - half normal speed
Clarity - Be clear
Emphasis - Create REAL meaning
Tone - match
Key words and phrases
“the best thing is ….”
“I can’t do … but I can do…”
“Thank you for your patience…”
“I will get back to you … on … at…”
Telephone model
• Greeting• Company/department• Name• Offer help
• Greeting• Company/department• Name• Offer help
• Ask (open) questions• Probe for specifics• Active listening• Test understanding
• Ask (open) questions• Probe for specifics• Active listening• Test understanding
• Summarise• Confirm details• Next actions• Thank, name etc,
• Summarise• Confirm details• Next actions• Thank, name etc,
• Discuss options• Agree solution• Provide information• Manage expectation
• Discuss options• Agree solution• Provide information• Manage expectation
Telephone Skills Best Practise
Work in a group and list 10 Do’s and Don’ts when working on the telephone
Case study – difficult conversations
Work in group and discuss your response or how you would deal with the following situations
“Why has the price gone up?”
“I want to downsize or change my package”
“We have not used your service or support, why should I have to pay for it?”
Copyright © Open Text Corporation . All rights reserved.
Slide 34
Importance of Brilliant Customer Service
Copyright © Open Text Corporation . All rights reserved.
Slide 35
The Loyalty-customer service link
In order to drive loyalty, customer service experiences must meet or exceed expectations on a consistent basis
The economics of customer loyalty are important to understand.
Copyright © Open Text Corporation . All rights reserved.
Slide 36
For example
•How much does the average family spend in a supermarket every week?
•How much is this a year?
•Over ten years?
•PLUS referrals?
•PLUS products they could switch to buying from that store?
Now calculate for an average OpenText customer?
OpenText customer service
48,000 tickets
£200 million revenue – 25% of company sales
216 people
11,000 end users
Calculating customer value (simply!)
Annual revenue x 10 years + 30%
Copyright © Open Text Corporation . All rights reserved.
Slide 37
A customer speaks
“Ignore my wants and I will simply cease to exist.
Satisfy those wants and I will be increasingly loyal.
Add to this satisfaction any personal touches you can dream up - and I will become a walking advertisement to your services.”
A business
“The purpose of a business is to create and keep a customer, everything else is just detail.”
“It’s not what you do, it’s the way that you do it.”
“It only counts when you EXCEED the customer’s expectation.”
Learning log
Copyright © Open Text Corporation . All rights reserved.
Slide 42
Learning log
Most important idea
Favourite phrase or quotation
Do more of
Do less of
Copyright © Open Text Corporation . All rights reserved.
Slide 43
Thank You
Copyright © Open Text Corporation . All rights reserved.
Slide 44