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People Serving People- CEM

Customer Experience Management

Robin Holt

on 14 March 2013

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Transcript of People Serving People- CEM

with a partner... Customer Service Notes Types of Places
that Provide Customer Service (cc) photo by Franco Folini on Flickr Best/Worst Customer Service Experience Retail Service Identify one reason customer
experience on a college campus matters. "Customer service is the discipline of providing the best possible solutions and support to your valued customer--being everyone." Answers.ask.com/business/management_and_HR Who is our
Customer? Internal Customers External Customers Great Customer Service Can Equal
Big Success for Businesses and Organizations

"We see our customers as invited guests to a party, and we are the hosts.
It's our job every day to make every important aspect of the customer experience a little bit better." Jeff Bezos, Founder of Amazon.com Customer Experience
Management Think about how you treat a special guest in your home... Your "customer" at Berry is a guest in your "home"... do you treat them as a guest??? Managing Expectations: Working With People Who Want More, Better
Faster, Sooner, NOW! by Naomi Karten There is a technical as well as a human element of service.
Technical element of service- when the product (solution, system, response, resolution, deliverable or result) meets a need and is of quality
human element or the process- how they are treated makes or breaks the transaction No matter
how great the technical element
(our product) of service,
the PROCESS (how we treat the customer) makes or
breaks the interaction. List 2 reasons you think your Customers are satisfied with
how they
are treated
(the process)? FACT:
A customer will accept
sloppy service or give
some leeway to an
organization if the PROCESS
(how they feel or the service end of the deal ) is good.
Customers will tolerate even accept
sloppy if the they feel
respected, understood
and the rep is friendly. Turn to your partner and identify the product for your department??
(Your technical process.) How do you make your guests feel good about doing "business" with Berry? 1. Do you respect the customer? Name one way you show respect. 2. Are you knowledgeable and available? A Berry expert?
Are you willing and ready to answer questions? Do you know your stuff?
Name one fact about your department or about Berry in general. 3. Do you value the person and their business or interaction with Berry?
Name one way you show the customer you value them. 4. Do you appreciate the guest/customer? How do we appreciate our customer? 5. Do you give more than expected? Do you go the extra mile, go above and beyond? Name a time. Be specific. Love that guy
at the front desk...
he is always so nice! This customer service is
purrrrfect! A little eye contact
would be nice! Those earphones
need to go! Students Alumni co-workers Staff Faculty Visiting teams Prospective students Parents More often than not customers are not provided with the best possible solutions...even though the need may be as simple as the correct number of hotdog buns in a pack... Or the right rental car... Personalized service... Your undivided attention... Cage Center To be heard... “We also want students to understand that good work always means providing good service to someone else.” Dr. Stephen Briggs MOMENTS OF TRUTH
"those moments in which
important brand impressions are
formed and where there is significant
opportunity for good or bad impressions
to be made." Jan Carlzon, Manager for
Scandinavian SAS Airlines
Great service is not all about spectacular moments, but about matching the need at every moment.
Map the opportunities
we have to WOW or
UH OH our guests at
Berry from the moment they walk onto campus till the moment they leave.
Think about the TOTAL
What role do you or
your dept. play?
How can you create Johnny moments? A dissatisfied customer will tell 9 to 15 people about their experience. 13% of those will tell more than 20 people. It takes 12 positive service experiences to make
up for one negative. For every customer complaint
there are 26 who remain silent. Awesome -Moments of Truth- a Johnny Moment! Most customers do not give you a second chance... PEOPLE
PEOPLE What does a "customer" at
Berry want and expect??
Start with the basics...
create your own list. Identify as many as possible in each category: According to the experts... How do you define
customer service? A COLLEGE
HAS THEM! Happy customers who have their problems resolved will tell 4-6 people about their positive experience. America's Most Beautiful College Campuses Tuesday, October 11, 2011
Berry College named one of America's most beautiful campuses
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