Download - 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