blue ocean strategy of customer service

Blue Ocean Strategy of

Customer Service

Ali Anani

I warmly dedicate this presentation to

ah_livia

For contributing constructive and soul-lifting comments

always

The spectrum of customers has many colors

High Expectations

On availability

Quick solutions

Quick reactions

Quick judgments

Varying Characters

Inflated

Self-wrapped like cabbage

Talkative

Excited

Make big issues out of nothing

Not All Customers Are the Same

Then how to deal with them purposefully?

Use the Blue Ocean Strategy

Difficult Customers

Eliminate

Raise

Create

Reduce

Change

I add change

BOS Needs Positive Thinking

Enlighten your mood before deciding to

apply BOS.Negative moods lead to

–ve thinking and –e actions

Bad Customers

Eliminate

Their complaints

OR

The negative option

The positive option

Ask positive questions like:How may I reduce the complaints?

How may I anticipate the complaints?

What little extras that may please the customer?

How to surprise the customer before even he complains?

How may I best absorb the complaints of customers?

How to create positive emotions so that the client thinks positively about us?How creatively to make the customer more loyal?How to creatively convince the customer?

How to turn the problem upside down?

How to change the perspective of the

problem?How creatively to change

the behavior of the customer?

Use metaphors to create new perspectives

For example, seconds of waiting time are like burning coal in the customer’s blood

How to reduce waiting time?Hoe to benefit from waiting

time?How to eliminate waiting

time? How to change waiting time?

How to raise the benefit of waiting time?

How to extinguish waiting time?

How to add water to waiting time?

All previous questions are derived from the Blue Ocean Strategy

Blue Ocean Strategy is applicable to customer

service

I could not help adding a recent

example of What I term

“Negative Blue Ocean Strategy”

I flew in a country with one airline and was scheduled to

return with a different e-ticket with another airline company

It was after midnight and the airline desk said “this is anaTi and not anaNi”

Anani or Ananti? The cost was high

The visa payment, the mobile number and everything proved it

was a spelling mistake; yet

I had to buy a new ticket at double price for making on-

the spot booking. The Ananti ticket was useless.

Paying double price while conceding the original cost of

the old ticket.

Exploiting customers to the last drop is a

truly bad example of Blue Ocean Strategy.

I call it Negative Blue Ocean

Strategy

Create problems for

customers

Create methods of sucking customers’ blood

Raise customers’ frustration

Eliminate customer satisfaction