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CUSTOMER SERVICE

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on 15 October 2014

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Transcript of CUSTOMER SERVICE

And then...
Walt Disney World
THANK YOU!
Do you know who Abraham Maslow is?
Hello!
I'm Abe
Maslow!
American
Psychologist
Created the Hierarchy of Needs
Columbia University Professor
That focus oh the fulfill of the Human beign needs
Such as
Physiological Needs
Safety
Love
Esteem
Self Actualization
Now...
But also, he created the Hierarchy of Customer Service
This graphic highlights why customer interaction strategies are changing from a transactional approach to one where we focus on the broader customer experience. It’s particularly relevant when we think about what is needed to satisfy each level of the pyramid.
Create evangelism
Create loyalty
Create satisfaction
Level 1: Create Satisfaction. This base level meets customer expectations with current customer service passive models. It is reactive to customer enquiries and meets them satisfactorily. Most organizations operate at or below this level of customer service and customers reaction is measureable.
Level 2: Understand and Fulfils Customer Desire. This level is proactive with customer data collection and analysis, taken from a variety of (internal and external) sources to anticipate and resolve issues. Analytic tools and predictive modelling software is now available but customer facing employees are a good source of customer feedback. It is about ‘standing in the customer shoes, only a few organizations operate here consistently
Level 3: Transformational. This level is about intuitively knowing what the customer wants by almost becoming one of them; making intelligent connections with the experience and knowledge that you have of the customer relationship. Having regular exchange of information through conversations and by interactions; but being in the head of the customer is critical in recognizing their needs before the customer does.
WOWME Values
We must live, feel, taste and enjoy the company values every day, but we must think beyond our values and start also working with the WOWME Values.


This Values helps us to provide quality and exceptional service to our customers.
W
O
W
M
E
Wow your employees
Operate with Urgency
Work without
Mediocrity
Make a positive wake
Engage as an owner
In the world there are several companies that follows Values like the WOWME,
This company is an example:
CUSTOMER SERVICE
EXPERIENCE

What is Customer Service?
CS iss an organization's ability to supply their customers' wants and needs.
Why is customer service so important for our company?
Because our client or customer should be the must important person for us.
Let's check this on numbers
On average, loyal customers are worth up to 10 times as much as their first purchase.
News of bad customer service reaches more than twice as many ears as praise for a good service experience.
It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
It takes 12 positive experiences to make up for one unresolved negative experience.
Now...
When do you think customer service started to be important?
Suddenly some years later
Let's review the Customer Support history...
Along history the CS became a "Need"
Just like Food or a simple trip to the bathroom
That's why some Psychologist called Abraham Maslow
Creator of the "Hierarchy of needs"
Also created the
"Customer Service Hierarchy of Needs"
Hello!
I'm Abe
Maslow!
This graphic highlights why customer interaction strategies are changing from a transactional approach to one where we focus on the broader customer experience.
Create evangelism
Create loyalty
Create satisfaction
This level is proactive with customer data collection and analysis, taken from a variety of (internal and external) sources to anticipate and resolve issues.
This level is about intuitively knowing what the customer wants by almost becoming one of them; making intelligent connections with the experience and knowledge that you have of the customer relationship.
ME
Values
W
Wow your employees
O
Operate with Urgency
W
Work without
Mediocrity
M
Make a positive wake
E
Engage as an owner
We must live, feel, taste and enjoy the company values every day, but we must think beyond our values and start also working with the WOWME Values.
This Values helps us to provide quality and exceptional service to our customers,
The WOWME Values not just provides us an exceptional customer service also helps our teams to be engaged with their superiors and the company.
In the world there are several companies that live Values like the WOWME.
The following company is an example:
People with Passion can change the World
What is your expectation about the Experience?
Now... What is our expectation?
Practice an "Inception" in your mind and implant the "Customer Service" Chip for ever!
Top 10
CS Golden Rules
¿What do we learned?
Most organizations operate at or below this level of customer service and customers reaction is measureable
This level meets customer expectations with current customer service models.
Level 1: Create Satisfaction.
Level 2: Understand and Fulfils Customer Desire.
It is about ‘standing in the customer shoes, only a few organizations operate here consistently
Level 3: Transformational.
Having regular exchange of information through conversations and by interactions; but being in the head of the customer is critical in recognizing their needs before the customer does.
NEVER
SAY
NEVER
Activity
Thanks for your assistance!!
Please rate the workshop
Thumbs up!
Could be better!
Thumbs down!
Activity
Values
To provide a great CS we must follow our company values.

Do we know our values?
Respect
Professionalism
Integrity
Commitment
Innovation
Walt Disney World
Steve Jobs
Create a company!
Full transcript