Building A Customer Service Strategy Edu Ppt

Slide 1

This slide covers customer service strategy as making customer satisfaction the end goal of the company. It also depicts that to maximize customer satisfaction, companies should implement customer-first approach in the organization.

Slide 2

This slide covers customer service strategy as identifying all the customer's touchpoints. It also depicts that companies can reach out to customers by learning more about their problems and enhancing products or services to avoid specific problems etc.

Instructor’s Notes:

Example:

·      Many companies have noticed that many of the first month's queries are regarding billing.  The preferred channel is phone calls. You may solve this by giving more actionable information to the customer support team regularly

·      You've also learnt that there's a churn risk if your consumers don't contact you by week 16. You may prevent this by checking in with your consumer more frequently and resolving any concerns that arise

·      Buyers who are unhappy with a brand will depart in 91% of cases. They're not going to complain. Learning about their problems can be beneficial to you!

Slide 3

This slide covers customers service strategy as setting goals for client support team. It also depicts that goals must be SMART and broken down into specific areas, to get better result in action

Instructor’s Notes:

Create SMART goals

(Specific, Measurable, Attainable, Relevant, and Time bound) 

·      Instead of broad aspirations, set specific goals: Make each objective just for one area

·      Make the objectives tough enough to keep you developing but also reachable with hard work and focused effort

·      Ensure that the customer service objectives are closely related to the company objectives

·      Determine how will you measure the progress and how long will it take

The top customer service representatives prioritize client contact. They believe they are empowered and encouraged to do the right thing for the consumer. Make this approach the foundation of all customer service goals you establish.

Slide 4

This slide covers customers service strategy as identifying customer service KPIs to monitor. It includes metrices such as customer satisfaction score, net promoter score, active and resolved issues etc.

Instructor’s Notes:

Example:

·      You've increased one key performance indicator, such as NPS. However, you've seen that revenue indicators such as client lifetime value are decreasing. You need to go back to the KPIs and figure out how to connect the two.

·      Reducing the average resolution time is another example. Assume your team is effective in reducing the time it takes to close a problem. As a result, people begin to handle issues ineffectively. This can harm client satisfaction and a variety of other important indicators. Make sure you don't look at the KPIs in a vacuum.

Slide 5

This slide covers customers service strategy such as building a driven client service team. It also depicts that the customer support teams  must have some traits such as excellent listening, negotiation, and critical thinking etc. 

Slide 6

This slide covers customers service strategy such as building a powerful client service toolkit. It also depicts that a CRM software can help companies to assist customers through live chats, emails and phone calls.

Slide 7

This slide covers customers service strategy such as empowering the customer service agents. It also depicts that empowering customer support team will allows them to make their own decisions and can resolve client problems quickly

Instructor’s Notes:

Example:

·      The employee empowerment initiatives of Ritz-Carlton hotels are among the best in the industry

·      According to their well-known policy, staff can spend up to $2,000 to resolve each client complaint that arises. They are not required to request a manager or wait for a green signal

·      As a result, the consumer always receives an instant solution. A service like that leaves little space for dissatisfaction

Slide 8

This slide covers customers service strategy such as creating a constant feedback loop. It can be achieved by listening to consumers via surveys, polls, social media, focus groups etc., And listening to what customer representatives have to say about their experiences while serving the clients.