setting customer expectations as a key to customer satisfaction robert dauter sr. manager european...
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Setting customer expectations as a key to customer satisfactionRobert DauterSr. Manager European Support, Central Europe
Introduction
SCP Results
Support in different geographies
Survey results
SCP Achievements
Achievements
Cognos Global Customer Support
Agenda
Expectations
Tools
Support
Service
Sales
Expectations
Definitions: 1. belief about (or mental picture of) the future 2. the sum of the values of a random variable divided by the number of values 3. the feeling that something is about to happen 4. wishing with confidence of fulfillment
Bezeichnung für die gedankliche Vorwegnahme und gleichzeitige Vergegenwärtigung eines kommenden Ereignisses
To think or believe something will happen
Expectations
Product related Features
Enhancement
3rd Party
Unsupported Environments
Unsupported Products
Product Quality
Support related Support Contract
Support Program
SLA
Organization
Skills
Example:Transactional Survey Results rated as unsatisfied :55% Expectations
33% Product22% Support
25% Others
20% Support performance
Affecting Customer Expectations
Customers Expectations
SalesSupport
Material / Publications
Pre- / Post- Sales
Experience Skills
Experience
Geographic
Culture / Mentality
Vendors and Support Models
Products
Customer Positioning
Tools
Publications / Material Support Guide,E-Mail Signature, Newsletter, Collaterals,Welcome Packages, etc. …
Web Appearance
Web Contents
Events User Conference, Roundtablesetc.
Support / New Hire and Training
All activities are based on area, market place, case complexity, customer profile, volume planning.
Recruitment
New Hire Training Customer Support Orientation Buddy System Handbook Policy’s and Procedures
Analyst Certification
Soft skills training
Technical Sales Service
Support Organization
Global Organization
Share best Practice
Same level of support and answers everywhere
Clearly define Goals and Targets
Call Back Model vs. IVR
Pre- / Post-Sales
New Hire Training
Service in Support
Technical Sales Service
Meetings
Support Info Letters and Alerts
Talk, Talk, Talk
Sales
A Customer support analyst are not sales representatives. The sales rep. is the owner of the account. They should be able to do a better job in set expectation, because it is a part of their business.
Sales Management commit New Hire training Sales meeting Direct Communication Feedback to the team
Identification Motivation Addressing new customers
Questions
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