six steps customer service to improving. >ceo celtis ventures >full-service venture marketing...
TRANSCRIPT
Six Steps
Customer Serviceto Improving
> CEO Celtis Ventures> Full-service venture marketing firm> Marketing, Advertising, Branding – A to Z> Twenty + years marketing transit> Los Angeles, Dallas and Denver
Matt Raymond
> Expectation> Transactional> Experience> Relationship> Reflects brand
Customer Service
> Poor reputation> Low customer satisfaction> Constant media target> No consumer brand> Seven-minute telephone wait times
Los Angeles: 2002
> Approach from customer’s viewpoint> Talk with people on the front line> Research and look at trends> Track everything possible> Capitalize on strengths> Address weaknesses
Evaluate
> Customer satisfaction> Public Perception> Service quality> Market growth
Vision
> Throughout organization> Critical at front line> Customer contact points> Meet expectations> Deliver on promises
Commit
> Great people> Motivated> Dedicated> High morale> Enjoy other people
People
> Ergonomics> Equipment> Vehicles and facilities> Information systems> Support systems> Mobile
Technology
Technology
Technology
> Welcome environment> For employees> For customers> Friendly> Delivers on brand
Environment
Environment
Environment
Environment
Environment
Environment
> Good reputation> High customer satisfaction> Positive media presence > Exceptional Metro brand> Below two-minute telephone wait times
Los Angeles: 2013
Evaluate from a customer’s perspective Create a vision of service Commit to the customer Position your people to do great things Identify and implement the right technology Build a service environment inside and out
Six Steps
Evaluate
People
Vision
Technology
Commit
Environment
Repeat
