uab idiomes customer service gener 2012
DESCRIPTION
TRANSCRIPT
![Page 1: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/1.jpg)
WHY IS IT IMPORTANT FOR UAB IDIOMES?
WHAT’S IT GOT TO DO WITH TEACHERS?
Teaching and Customer Service
![Page 2: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/2.jpg)
1. NEW COMPETITION
2. WORD OF MOUTH
3. A BAD EXPERIENCE
4. DISSATISFACTION WITH THE PRODUCT/SERVICE.
What is the biggest reason businesses lose customers?
![Page 3: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/3.jpg)
1. 20%
2. 43%
3. 57%
4. 78%
What percentage of customers who leave/change are “satisfied”?
![Page 4: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/4.jpg)
1. 48%
2. 65%
3. 78%
4. 96%
How many dissatisfied customers do not complain to
you about bad service?
![Page 5: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/5.jpg)
1. 30%
2. 50%
3. 70%
4. 90%
What percentage of customers who complain return to a
business?
![Page 6: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/6.jpg)
1. 30%
2. 10%
3. 65%
4. 51%
What percentage of our Onsite customers repeat
business?
![Page 7: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/7.jpg)
1. 20%
2. 10%
3. 40%
4. 25%
What percentage of new Onsite customers are
recommended?
![Page 8: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/8.jpg)
1. 5+
2. 3
3. 4
4. 2
Getting a new customer is …. times more expensive (and
difficult) than keeping a customer.
![Page 9: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/9.jpg)
1. NEW COMPETITION
2. WORD OF MOUTH
3. A BAD EXPERIENCE
4. DISSATISFACTION WITH THE PRODUCT/SERVICE.
What is the biggest reason businesses lose customers?
![Page 10: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/10.jpg)
1. 20%
2. 43%
3. 57%
4. 78%
What percentage of customers who leave/change are “satisfied”?
![Page 11: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/11.jpg)
1. 48%
2. 65%
3. 78%
4. 96%
How many dissatisfied customers do not complain to
you about bad service?
![Page 12: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/12.jpg)
1. 30%
2. 50%
3. 70%
4. 90%
What percentage of customers who complain return to a
business?
![Page 13: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/13.jpg)
1. 30%
2. 10%
3. 65%
4. 51%
What percentage of our Onsite customers repeat
business?
![Page 14: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/14.jpg)
1. 20%
2. 10%
3. 40%
4. 25%
What percentage of new Onsite customers are
recommended?
![Page 15: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/15.jpg)
1. 5+
2. 3
3. 4
4. 2
Getting a new customer is …. times more expensive (and
difficult) than keeping a customer.
![Page 16: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/16.jpg)
1. GET THE PRODUCT/SERVICE RIGHT
2. SATISFYING IS NOT GOOD ENOUGH
3. IT’S NOT JUST ABOUT COMPLAINTS
4. SOLVE PROBLEMS QUICKLY
5. 66% OF NEXT YEAR IS HERE AND NOW (50% + THEIR FRIENDS
AND FAMILY)
6. IT’S EASIER (AND CHEAPER) TO KEEP A CUSTOMER
Which means….
![Page 17: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/17.jpg)
1. DISCLAIMERS
2. DEFINITIONS
OK , but for teachers??
![Page 18: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/18.jpg)
It’s not this….
![Page 19: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/19.jpg)
……or this
![Page 20: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/20.jpg)
……it’s this
![Page 21: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/21.jpg)
CUSTOMER SERVICE INVOLVES:
•BUILDING AN ORGANISATION TO APPEAL TO THE CUSTOMERS YOU WANT.
•MEETING THE CUSTOMERS’ NEEDS AND MAKING THEM COME BACK.
•MEASURING AND IMPROVING WHAT YOU DO AND HOW YOU DO IT.
•APPLYING SOUND MANAGEMENT PRINCIPLES.
(LAKE AND HICKEY 2002)
Definitions
![Page 22: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/22.jpg)
IN OTHER WORDS CUSTOMER SERVICE INVOLVES:
•AWARENESS, VISION AND PERCEPTION
•SUCCESS, CONFIDENCE AND LOYALTY
•OBSERVATION, ANALYSIS AND IMPROVEMENT
•EFFICIENCY, EXPERTISE AND COMMUNICATION
•(FOLLOWING LAKE AND HICKEY 2002)
Definitions
![Page 23: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/23.jpg)
![Page 24: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/24.jpg)
Definitions
Customers
Clients
Internal customers
Stakeholders
![Page 25: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/25.jpg)
Service
Service and service standards
What are the characteristics of the service offered by UAB Idiomes?
What service standards do you have? Do you make them explicit to students?
![Page 26: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/26.jpg)
The Customer Experience
Satisfaction = level of service expectationsService Gaps = dissatisfaction or delightPerformance/ImportancePerceptions
How can we get the customers’ perspectives? How can we reconcile differences?
![Page 27: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/27.jpg)
Be proactive and seek feedback……
![Page 28: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/28.jpg)
The Customer Journey
Observe the process Mystery shopper Walk through Document trail Shadowing
Visualise the process
![Page 29: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/29.jpg)
Customer Journey
PotentialCurrent Ex
Current
Aware Know Consider Choose Try Evaluate Advocate
![Page 30: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/30.jpg)
The Customer Journey
Describe
Critical Points and “Moments of Truth”
Enhance the experience
![Page 31: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/31.jpg)
Discussion
Identify some critical points and moments of
truth in our students’ journeys.
Think about a class, a week or month or a
course.
How can we enhance the experience?
![Page 32: Uab idiomes customer service gener 2012](https://reader033.vdocument.in/reader033/viewer/2022061115/5463ec26af795979338b46d4/html5/thumbnails/32.jpg)
And finally …