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Doris Grech "Customer is not the enemy"

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SUPNET2016, Malta

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Doris Grech "Customer is not the enemy"

  1. 1. November 30, 2016. HOW TO KEEP UP WITH KPIS, DO NOT BURN OUT AND STAY MOTIVATED SUPNET: THE CUSTOMER IS NOT THE ENEMY Doris Grech 3rd Line Support Manager.
  2. 2. 2PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE
  3. 3. 3 WHO’S YOUR CUSTOMER?  Lets first determine who are your customers .  Customers may fall into one of three customer groups:  Existing Customers.  Former Customers.  Potential Customers.  The Customer has/will invest Time and Money i.e. they ARE interested in helping you make Product/ Service better!! PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE
  4. 4. 4 CUSTOMERS TICKETS/ ISSUE  How do you look at customer’s tickets?  Is the customer really just complaining or  are they exposing actual weaknesses of your products or services.  NOTE: if the weaknesses really are there – You are giving a competitive advantage to competitors!!  Lets look at tickets differently!!!  Tickets are there to help Customers.  Tickets will help you highlight weaknesses and address them… so improving Service/ Product . PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE
  5. 5. 5 CUSTOMER SERVICE  The basics of customer service and call centres:  Minimise Queues: Long Waits (> 30 seconds = loss in Value)  Customer Satisfaction: Are customers really satisfied with the level of support they are getting?  The goals of service excellence are:  Customer friendly attitude.  Technically proficient.  Understanding of expectations PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE
  6. 6. 6 CUSTOMER SATISFACTION SURVEYS  Measure the success, by gathering data objectively and consistently.  Distinguish between:  Completely Satisfied Customer  Satisfied Customer.  What is the customer looking for?  Knowledgeable employees who can identify the customers’ true needs.  First call resolution (no repeat issues).  To be treated with respect and that they are truly valued.  An employee who is truly trying to meet their needs.  To be taken care of as quickly as possible. PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE
  7. 7. 7 HANDLING DISSATISFIED CUSTOMERS PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE
  8. 8. 8 HANDLING DISSATISFIED CUSTOMERS.  Even when excellent customer service is provided, there will still always be an upset customer.  Basics of handling dissatisfied customers:  Just listen.  Be sympathetic and empathetic.  Let them know that you want to fix the problem and make them happy.  Document everything.  Follow up with the customer. PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE
  9. 9. 9 PHONE CALL HANDLING  There are a number of soft skills that should be used during every customer interaction.  Call Handling Do’s and Don’ts:  DO speak clearly and slowly.  DO use the customer’s name.  DO listen clearly and limit distractions.  DO always ask permission when placing a customer on hold.  DO always thank the customer for holding.  DO keep all conversations professional and not personal.  DON'T talk with anything in your mouth. PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE
  10. 10. 10 EMPOWER THE CUSTOMER.  Customers have a vested interest in your companies success.  Give the Customer the opportunity to contribute to your success.  Reward the Customer when they are helpful.  Appreciate Customer feedback (Good or Bad)  And Finally ……… DON’T TREAT YOUR CUSTOMERS LIKE THE ENEMY PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE

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