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

Jun 18, 2023 •351 likes •478 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

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 EXPERIENCE 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 EXPECTATIONS EFFORT Carolyn Blunt www.real-results.co.uk
Experience  KNOWLEDGE – KM SYSTEM, TECH, TRAINING  HELPFULNESS – ATTITUDE, FLEXIBILITY, WILLINGNESS  ENGAGEMENT – INTEREST, RAPPORT, LISTENING, PERSONALISATION Carolyn Blunt www.real-results.co.uk
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
Do you WANT to like and help the customer? Carolyn Blunt www.real-results.co.uk
Are you ALLOWED to help the customer? Carolyn Blunt www.real-results.co.uk
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
Blackberry in Barbados Carolyn Blunt www.real-results.co.uk
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
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
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

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