Prepared & Presented by Richie B. for the SMEs

1. Customer Relationship
Management
Enhancing service in tough markets
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

2. Handling customer service problems
Identify
customer
service
problems
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com
Select the best
Implement the
solution to
solution to
resolve
customer
customer
service
service
problems
problems

3. Gather and
interpret
information
Identify
problems
with
systems and
procedures
Share
feedback –
identify
problems
before they
occur
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com
Identify
Customer
Service
Problems
Ask
customers
appropriate
questions
and check
your
understandi
ng
Identify
repeated
problems
and alert
appropriate
authority

4. Available options for resolving CS
problems
Consultation on the options for
resolution
Advantages and Disadvantages of
each option to all parties
Selection of the best option for the
parties involved
Suggest alternatives when you do not
have an adequate solution
Discuss and agree the proposed
option for solving the problem with
your customers
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

5. Implement the solution to
customer service problems
 Take action to implement the option agreed with your
customers
 Work with others and your customers to make sure that
any commitments related to solving
 Keep customers fully informed about what is happening to
resolve the problems
 Check with your customers to make sure the problem has
been resolved to their satisfaction
 Give clear reasons to your customers when the problem
has not be resolved to their satisfaction
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

6. Important customer considerations
 How do you eliminate challenges between what your
customers expect and what your organization can
deliver?
 Are you paying attention to your operations to avoid
system or procedure failure?
 What steps are you taking to ensure you have
adequate resources and limit human error?
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

7. Information needs to be supplied
tactfully when
 Customers have requested it
 Customers have not requested it
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

8. Legislation and regulations
 What are your customer’s rights?
 Specific aspects




Health and safety
Data protection
Equal opportunities
Disability discrimination (delivery of products / services
you deal with to your customers)
 Codes of practice and ethical standards
 Contractual agreements
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

9. Products and services
 Identify the products / services of your organization
relevant to your customer service role.
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

10. Organizational procedures
/guidelines
 Guidelines laid down by your organization. Do they
limit what you can do on the job?
 Authority
 Limits
 Agreement seeking
 Permission from others
 Job relevant targets
 Roles in meeting them
 Organizational implications if they are met / not met
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

11. Communication
Exercise
 Examine how you currently communicate
 How can you improve your:
 Clarity
 Politeness
 Confidence
 Identify why these are important.
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

12. Organization
 Discuss your procedures and systems for dealing with
customer service problems.
 Are they effective?
 Can they be improved?
 What would you do differently if given the opportunity?
 Examine stressful situations and how they can be best
negotiated.
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

13. Change of Topic
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

14. Grow Customer Markets
Through Outsourcing
Techniques and strategies for growing your business
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

15. Outsourcing – What is it?
Definition of
outsourcing
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com
Challenges of
outsourcing
Benefits of
outsourcing
Resources for
outsourcing with the
Caribbean include:
•Centralized Strategic
Services expanding in the
Eastern Caribbean

16. Lower
Costs
• 80%
companies –
main reason
outsourcing
Upsell/Crossselling
Retention
Scale
Diversifica
tion
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com
• Profitability
enhancement
• Opportunity
to increase
satisfaction
and retention
• Adjust up or
down to meet
production
requirements
• Its impact on
outsourcing.

17. Core
competence
Intellectual
property
Contracts
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com
• Skills that enable differentiation of
products / services from competitors
• Develop competitor(s)
• Ease of enforcement
• International borders
• Legal system in domicile

18. What must we consider in our
decision to outsource?







Core competence
Switching costs
Supplier agreements
Vendor managed inventories
Overhead costs
Production in a high wage location
Carrying costs – goods in transit
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

19. Small businesses outsource
Limited
capital
Limited
expertise
Cost controls
Economies of
scale
Research and
Development
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

20. How can you see outsourcing
benefiting your business?
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

21. Here’s another resource
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

22. Download this Presentation Here
http://www.slideshare.net/richieb93
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com

23. Contact Details
 T. 246.420.4826
 E. richieb@bladesandbladesconsultancy.com
 W. www.bladesandbladesconsultancy.com
Presented by Richie B. of
http://www.bladesandbladesconsultancy.com