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Century Link Customer Satisfaction. Vinh Nguyen, Nasrin Doudman , Mark Hukill , Kathleen Murphy. CENTURY LINK CUSTOMER SATISFACTION. We are very excited to have you on our CenturyLink team and want you to be proud to help people “Make every connection a strong one”. - PowerPoint PPT Presentation
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Century Link Customer Satisfaction
Vinh Nguyen, Nasrin Doudman, Mark Hukill, Kathleen Murphy
CENTURY LINK CUSTOMER SATISFACTIONWe are very excited to have you on our CenturyLink team and want you to be proud to help people “Make every connection a strong one”.
WELCOME TO OUR TRAINING SEMINAR!
Day 1: What’s the Plan?
Icebreaker Customer Turnoffs
Roleplay Break Customer Feedback
Feedback Game Summarize End of Day 1
TIME TO BREAK THE ICE!!!!
WHAT ARE THE 3 CATEGORIES OF CUSTOMER TURNOFFS?
VALUE TURNOFFS
Poor guarantee or failure to back up products Quality not as good as expected Price too high for value received Overly complicated or difficult-to-use products
SYSTEMS TURNOFFS
Slow service or help not available Business place dirty, mess, or cluttered Low selection or poor availability of product Inconvenient location, layout, parking, or access
PEOPLE TURNOFFS
Lack of courtesy, friendliness, or attention Employees who lack knowledge or are not helpful Sloppy appearance, poor grooming, or annoying mannerisms Distracting clothing, piercing, or tattoos
CREATE LOYAL CUSTOMERS
Zone of Indifference Value Service Recovery Customer Loyalty Grows When Service is Your Core Business Earn Your Customer’s Loyalty with Three Steps
CUSTOMER FEEDBACK
Welcome it, take note of it, take steps to address the issue Feedback as a form of coaching
Negative comments show us what we need to change. Help us improve our business.
BE COMMITTED TO FEEDBACK
Where we are: Reluctant-Complaint Where we should be headed: Active Listening & Metric Conscious Why should we care about feedback?
RECEIVING FEEDBACK
Make it easy for people to voice complaints Act on input quickly and efficiently Others ways to get feedback
Open ended questions Focus Groups Explorer Groups Customer Surveys Mystery Shoppers
End of Our First Day!!!!
What did we learn today?
Day 2HALFWAY DONE!
Day 2 Overview
How to properly use telephone for good customer service Learn about particular areas of change that have significant impact
on customer service One-to-one customer service
Use the telephone correctly for Good Service
Answer with Professionalism Thank People for Calling Smile Handle the Upset Caller with Tact and Skill Speak Clearly and Distinctly Keep Callers on Track When Making Outgoing Calls Ask, “Is This a Convenient Time to
Talk?” Take Messages Cheerfully and Accurately Use the Hold Button and Call Transfer Correctly Don’t Let the Telephone Interrupt and important Live Conversation
Three particular areas of change within customer service
Personalization Technology Globalization
Personalization
Customers do not like being treated like a demographic category Customers demand individually specified products or services Only way to thrive as a business is to adapt to these customer
demands
Technology
Change in marketplace is driven by technology A very useful tool to help us adjust to the customer demands Has reshaped expectations of customers
Customers expect our website to be helpful and user friendly.
Globalization Change
Adjusting demographics to fit proper generation and culture With a new generation of consumers, we must adapt to their needs
and wants We must be aware of the variety of cultures and expectations
One-to-one customer service
Getting to know the customers wants and interests by observing customer
Builds relationships that allow us to earn larger share of customers business
The more we know about message receiver, the better we can personalize a message to their interests.
End of Training
What did we learn?
Thank You for Coming!!!