customer service standards training exercise and analysis.pptx

Graham Roberts-Phelps

Visit www.grahamphelps.com,Business Skills Training Specialist

Improving your customer experience

1. Defining customer service2. Four levels of expectation3. What customers want4. Service criteria and measures5. Summary



The Customer Experience - Getting the edge!

• Product and price used to be the deciding factors in attracting and retaining customers. But now, what sets companies apart in the eyes of many customers is the quality, consistency and added-value of the customer experience.

• They demand continually higher levels of personal recognition and rewards in products, processes, pricing and services. They expect the organisation to deliver on brand promise by acting consistently in their or the customer's best interest.



Four Levels of Customer Service"It's a game of inches."

• Exceeded expectations• Met expectations• Below expectations• Unacceptable

Task:1.There are typically 4 levels of

Customer Service.

2.In pairs or a group, identify two real-life examples for each one of the four levels, when you have been a customer - at work or in your personal life.

3.What are the generic principles or values that may apply to your organisation and customers?

4.Make notes and present back



What do Customers Want?Some examples might include:• problem solved • effort • acknowledgment and understanding • choices and options • positive surprises • consistency, reliability, and predictability • value (not necessarily best price) • speed • confidentiality • sense of importance

Task:1.In pairs or a group, make a quick

list, or add to the list on the slide, of what customer's want like or expect from you and your organisation.

2.Include aspects of

• product / service

• process / procedures

• people / skills

3.If your have time, pick two items that could be improved (by individuals or the company) and make some notes on how.



Customer service criteria and measures

• What does 'good' look like for a customer?

• How do your customer's measure suppliers?

• What matter's most to customers?• How can you exceed expectations

and in what areas or factors?• How can you use customer

experience to differentiate your business or organisation?

Task - Group Discussion or in pairs.1. First choose a customer group or type2. Then, discuss what you believe are the

most important criteria, expectations and measures of customers (both as individuals and businesses).

3. If you have time, rank in order of priority and give an example for each one.

4. Make notes

Process• As a group discuss and record theses

expectations.



Summary

• Things to keep doing more of• Things to do less of or avoid• Ideas to improve or customer

experience, reduce problems or dissatisfaction?