CUSTOMER SATISFACTION (Part 2) Michael Gray Ultra Communications - - PowerPoint PPT Presentation

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CUSTOMER SATISFACTION (Part 2) Michael Gray Ultra Communications - - PowerPoint PPT Presentation

Jul 19, 2023 478 likes •599 views

5 GREAT WAYS TO IMPROVE CUSTOMER SATISFACTION (Part 2) Michael Gray Ultra Communications www.UltraASP .net Why customer satisfaction is so important Almost 70% of the 70% of complaining identifiable reasons why customers will do business

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5 GREAT WAYS TO IMPROVE CUSTOMER SATISFACTION (Part 2)

Michael Gray Ultra Communications www.UltraASP .net

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70% of complaining customers will do business with you again if you resolve the complaint in their favour. Each one of your customers has a circle of influence of 250 people. Almost 70% of the identifiable reasons why customers left typical companies had nothing to do with the product. The prevailing reason for switching was poor quality

  • f service

Source: http://www.customer-satisfaction.com.au

Why customer satisfaction is so important

91% of unhappy customers will never purchase services from you again.

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SLIDE 3

TIP 4

CREATE PROACTIVE CUSTOMER SERVICE OPPORTUNITIES

www.UltraASP.net

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What is Proactive Customer Service?

“Proactive Customer Service is a business strategy that makes consumers’ lives easier by addressing issues before a problem or a need arises.”

Donna Fluss, DMG Consulting

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1. Awareness 2. Knowledge 3. Consideration 4. Purchase 5. Delivery 6. Support 7. Retention 8. Advocacy

Source: www.UltraASP.net

Pre Sales / Purchase Post Sales

When to implement Proactive Customer Service

At registration, make customers aware of complimentary products Show them how to get more from products and improve efficiency Use quiet times to make

  • utbound

satisfaction calls Promote loyalty schemes, special offers and affinity programmes Engage and reward advocates, ‘Recommend a friend’ schemes etc.

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Award-winning service

WOW! Award winners European Call Centre & Customer Service Award winners

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TIP 5 USE CUSTOMER FEEDBACK AND INTERACTION DATA MORE EFFECTIVELY

www.UltraASP.net

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The contact centre is a company’s richest source

  • f customer information
  • Contact recordings
  • Customer surveys
  • CRM systems
  • Automated feedback systems
  • Quality systems
  • ACDs/Diallers/IVRs
  • Billing systems
  • Workforce management

systems

  • Performance management

systems

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Identify survey

  • bjectives

Create and distribute survey Collect and analyse results Identify areas

  • f action based
  • n customer

feedback Conduct actions and track success against business

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The Customer Survey Process

End-to-end strategies for simple survey processes….

Source: www.UltraASP.net

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…and sophisticated performance optimisation processes

Agent Skills Quality Scores

WEB WINDOWS TERMINAL CRM KNOWLEDGE MANAGEMENT CROSS CHANNEL INTERACTION ANALYTICS QUALITY MANAGEMENT WORKFORCE MANAGEMENT CUSTOMER FEEDBACK

Real-Time Decisioning Engine

Feedback Scores Quality Scores Insights from interactions Agent Skills

Employee Desktop

REAL TIME GUIDANCE PROCESS AUTOMATION

Source: NICE Systems

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A ‘Voice of the Customer’ Action Plan

  • 1. Ready the organisation to act on customer feedback and data
  • 2. Invest in the tools and processes required to analyse/ prioritise
  • 3. Ensure you have experienced individuals who can feed back

learning into the organisation and secure changes

  • 4. Tell customers what you are doing
  • 5. Track results!