Improve Customer Satisfaction Carolyn Blunt BSc(Hons) FCIPD - - PowerPoint PPT Presentation

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Jun 18, 2023 351 likes •482 views

The Best Ways To Improve Customer Satisfaction Carolyn Blunt BSc(Hons) FCIPD www.real-results.co.uk 0161 408 2003 hello@real-results.co.uk EXPERIENCE EMPOWERMENT CSAT EXPECTATIONS EFFORT Carolyn Blunt www.real-results.co.uk EMPOWERMENT

SLIDE 1

Carolyn Blunt BSc(Hons) FCIPD

www.real-results.co.uk 0161 408 2003 hello@real-results.co.uk

The Best Ways To Improve Customer Satisfaction

SLIDE 2

Carolyn Blunt www.real-results.co.uk

CSAT

EXPERIENCE

EFFORT

EXPECTATIONS

EMPOWERMENT

SLIDE 3

Carolyn Blunt www.real-results.co.uk

CSAT is a simple summary of how a customer feels about a specific contact /purchase/service, and is heavily influenced by the interaction with advisor

EXPERIENCE

EFFORT

EXPECTATIONS EMPOWERMENT

SLIDE 4

Experience

Carolyn Blunt www.real-results.co.uk

 KNOWLEDGE –KM SYSTEM, TECH, TRAINING  HELPFULNESS –ATTITUDE, FLEXIBILITY, WILLINGNESS  ENGAGEMENT –INTEREST, RAPPORT, LISTENING, PERSONALISATION

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Personalising the customer experience

1. Develop customer

profiles

2. Encourage flexibility
3. Give customers

choices

4. Evaluate the

corporate culture of the contact centre

5. Empower advisors

Carolyn Blunt www.real-results.co.uk

SLIDE 6

Do you WANT to like and help the customer?

Carolyn Blunt www.real-results.co.uk

SLIDE 7

Are you ALLOWED to help the customer?

Carolyn Blunt www.real-results.co.uk

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EMPOWERMENT

Are your advisers liberated to do the right thing? Can they just say ‘yes’? Can they have ideas and put them into action to make things better?

Carolyn Blunt www.real-results.co.uk

SLIDE 9

Blackberry in Barbados

Carolyn Blunt www.real-results.co.uk

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Effort

Easy to do business with you Adviser’s take the legwork out of the interaction Omni-channel –total journey join-up, allowing pro-active outbound if needed Visible interaction history Caller id and routing Service attitude

Carolyn Blunt www.real-results.co.uk

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Expectations

Trained to manage customer expectations Under promise, over deliver Effective language Assertiveness Influencing Skills “The Human Touch” “Conversation Management” “Personal Resilience”

Carolyn Blunt www.real-results.co.uk

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Want more?

To ACCESS MORE FREE TIPS COVERING ASSERTIVENESS & INFLUENCING TIPS, worth £850 :

email Carolyn@real-results.co.ukSUBJECT LINE: FREEBIES!

@carolynblunt Email: carolyn@real-results.co.uk

Carolyn Blunt www.real-results.co.uk