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Managing Customer Expectations - The Ring Ring Conversation

How a transition from reactive to proactive can improve customer confidence in IT services

Marval
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Managing Customer Expectations - The Ring Ring Conversation

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  1. Managing customer expectations Ring ring conversation workshop exercise

  2. The ring, ring conversation workshop exercise We need 2 volunteers to fulfil the following roles • The support person • The customer

  3. A typical IT conversation? Ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring Hello George speaking Is that IT support? Yes, how can I help? I’m phoning up to complain about my new PC installation, it was supposed to be done today and no one has turned up yet and the new SAP sales software you sent me yesterday, is the wrong one Sorry I don’t know about any new PC or upgrades to the sales software. Who were you dealing with? I don’t know, oh yes, I think it was Tony Oh Tony, sorry, he is on holiday until Friday On holiday! this project is urgent, my boss will be unhappy if its not completed within the next 2 days. Can’t someone come and do the job now? Well I am not sure, Tony is the only one who knows about that area, but I will see if someone can check it out after lunch and get back to you - is that OK? 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

  4. Exercise: What went wrong? Name as many failure points as you can

  5. What went wrong? Most frequently given responses (there are approx 20 points) 1. No structured customer interrogation 2. The desk is not aware of scheduled changes 3. Application, hardware support teams (and customer) not co-ordinating 4. No confirmation to the customer in advance of what will happen, when and who is co-ordinating the activities 5. No escalation policy in place for managing the customer’s concerns

  6. Team Questions What do you believe are:- 1. The customer’s perceptions? 2. The possible consequences?

  7. Most frequently given responses Perceptions 1. 2. 3. 4. Consequences 1. Loss of customer confidence in the service team 2. Low self-esteem of service staff 3. Potential loss of revenue 4. Department credibility compromised Angry/frustrated customer Teams do not communicate They don't really care!!!!!! Tony is a plonker

  8. A more proactive approach 1. 2. Ring, ring, ring, ring, ring, ring Hello Mr. Smith this is Tracy from the IT service team. I am phoning, as agreed, to confirm that your PC Installation and sales application update is scheduled for next Thursday afternoon. Brad will be arriving at 2 o'clock and will have the job done by 4. Is that ok? Yes that’s great, it gives me plenty of time to get my project completed on time for the sales review If in the meantime you have any questions, please don’t hesitate to call us on ext 333. To ensure a speedy response can you quote your assigned reference number, which is 243, it will also help if I am not available and a colleague has to deal with it. An email confirmation has also been sent for your records. Sounds great Tracy, thanks for keeping me informed 3. 4. 5.

  9. Most frequently given responses Perceptions 1. 2. 3. 4. Consequences 1. Organisational/departmental credibility boosted 2. A transition from a reactive to a proactive approach 3. Team workloads and resources better understood 4. High level of job satisfaction for service staff Happy customer Total customer confidence in IT Improved customer confidence IT teams working and planning together

  10. The End Thanks for watching

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