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Great Customer Service is...

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by

Dianne Roque

on 10 January 2014

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Transcript of Great Customer Service is...

Great Customer Service is...
Advice
Who are our customers?
To Sum It All Up...
A strong brand image increases customer loyalty
How to WOW your Customers?
Vision:
To provide distance learners with opportunities that empower them in reaching their goals by focusing on quality, innovation, and collaboration.
Hmm.......
Assistance
> waiting on customers
Friendly
Customer Satisfaction
Helpful
What does it mean to FIU Online?
Mission:
To create the most effective technology enabled interactive online environment by discovering new solutions, enriching pedagogical strategies, and engaging learners.
Values:
Deliver Service Excellence
Proactively Innovate
Be Driven to the Overall Mission
Build Partnerships
Be Humble
Serve with Integrity
The "IT" Factor

"You can't deliver what your clients want,
let alone wow them, until you know what IT is."

(forbes.com)

Food for Thought:

"In the past, every unhappy customer told 10 friends. Now, an unhappy customer can tell 10,000 'friends' through social media."

(Washington Post, 2006)
What does "IT" mean to your team?
* Know what clients want
* Develop ways to meet their needs
* Create tangible opportunities that exceed expectations
* Observe and track customer behavior
* Have an on-going goal of creating more personal connections

* PUT YOURSELF IN THEIR SHOES
...Even with Technology Driven Services?
Technology makes the customer experience easy and hassle free... Right?
Some things technology can't do:
The human touch in customer service!
What We Want:

-Quality Service
-Feedback on great service provided
What We Don't Want:

Culture that has high rates of how many people serviced
What would you do?
Happy Employees =
Happy Customers
How do we do this?
24/7 Accessibility
To know YOU care
Resolution up front
No unpleasant surprises
Let's go behind the scenes
What do customer's want?
What do you do to give customers what they want?
SHHH!!!

It's a Secret!
Secret #1:

Align your customer service with your brand
What is FIU Online's...

Brand?
Culture?
Vision?
Mission?
Values?
Vision:
To provide distance learners with opportunities that empower them in reaching their goals by focusing on quality, innovation, and collaboration.
Mission:
To create the most effective technology enabled interactive online environment by discovering new solutions, enriching pedagogical strategies, and engaging learners.
Deliver Service Excellence
Proactively Innovate
Be Driven to the Overall Mission
Build Partnerships
Be Humble
Serve with Integrity
Values:
Secret #2:

Set yourself up for success!
*Easy access to info
*Back yourself up: Deliver what you promise
*Arm yourself with answers to common questions
*Maintain motivated & empowered to fix issues quickly
Note:

More than 90% of incidents are when employees are rude it's because they are embarrassed they don't know how to respond to a request or fix the issue
Secret #3:

Monitor Customer Interactions
"Inspect what you Expect"

1. Observe
2. Ask for feedback
3. Break down barriers with customers
4. Provide contact information
Secret #4:

Pay Attention
to the
Right Customer Metrics
1. Empathy
2. Effective Listening
3. Knowledge
4. Clarity
5. Empowerment
6. Preventive Education
7. Emotional Connection
8. Prevention
9. Customer Rating
Secret #5:

Treat Customers as Media Reps
Remember:
"Word of Mouth"!
Consider and Ask Yourselves:
What can we do to make all service transactions happily and memorable?

How much do we typically spend (time, money) to win a new customer?

How much would it take/cost to make services happy & memorable for customers?
Secret #6:

Go the Extra Mile!
HOW?!?!
Samples:
Be empowered
to offer great service
Go the extra mile
"Inspect what you Expect"-
pay attention to customer interactions
Find ways to provide preventative service- track customer metrics
Happy Customers
=
Great Referrals
Now Let's Do It!
Full transcript