Managing Customer Expectations

1. Managing Customer Expectations Tim Warren Vice President for Technology Services San Juan College 2010 Technology Leadership Conference

2. Introduction • Discuss the strategies used to align technology with the core business of the institution. • Managing customer expectations requires IT to create and maintain credibility by: • listening to the needs of the customer and planning accordingly • explaining our services in their terms and not in the terms of the technology department • communication, communication, communication • and execution.

3. Agenda • Customers • Expectations • Customer Service Paradox • Customer Satisfaction Equation • Customer Perceived Value (CPV) • Steps to Improve • Understand Customer • Understand Expectations • Attitude • Planning • Delivery • Communication • Summary

4. What defines a customer?

5. A customer is… • Someone who seeks out or pays for goods or services • Someone who uses or receives goods or services • Someone who is a stakeholder or has a business relationship with an organization • A purchaser, organization, or consumer after the sale • Someone who receives valuable information and assistance

6. What are customer expectations?

7. An expectation is… • A belief centered on the future, which may or may not be realistic • A confident belief or strong hope that a particular event will happen • A standard of conduct or performance expected by or of somebody

8. Customer expectations are… • A promised cluster of benefits • Customer comparison of perceived vs. expected benefits • Evaluation of benefits vs. costs • Bundle of benefits – economics, functional, and psychological

9. Expectations… • Grow, • shrink, • and change shape and direction

10. The Customer Service Paradox • The difference between what customers WANT • And what they have learned they are going to RECEIVE

11. The Customer Service Paradox • Customer expectations are formed from customer experiences • What customers want is usually different than what they expect • Providing customer service has become more challenging

12. The Customer Satisfaction Equation • Your Performance • Customer Satisfaction = ______________ • Customer Expectations

13. Customer Perceived Value (CPV) • Demonstrate maximization of value • Verify bundle of benefits • Out perform perceived alternatives

14. Customers remix

15. Lets look at customers from a different viewpoint. • The most important person in any business • Not dependent on us rather we are dependent on them • Is not an interruption of our work • Is part of our business • Deserves the most courteous attention we can give them

16. Five determinants of service quality • Reliability – providing services as promised • Responsiveness – prompt and helpful • Assurance – knowledgeable & trustworthy • Empathy – individual attention & caring • Tangibles – modern equipment, professional looking employees

17. Always strive to… • Avoid the gap • between customer expectations • and perceptions

18. Steps to improve

19. Understand Customer Expectations • Surveys, surveys, surveys • Focus groups • MBWA • Listen

20. Manage Customer Expectations • Don’t wait for complaints to come to you • Anticipate needs and set realistic expectations through customer education and communications • Watch for changes • Educate your customers on what they can expect

21. Attitude • IT people consider themselves technologists instead of service providers • Keep commitments • Tim’s Rule of Clumping

22. Planning • Anticipate your customer’s next move • Understand your business and your industry • Through planning you can meet your customer expectations and become strategically valuable to your business

23. Communicate, Communicate, Communicate • The customer needs to know about your progress on their problems, what you will deliver, and what you need from them and when you expect to deliver • Don’t confuse customer contact with communication • Customers tend to define their needs in terms of what they don’t like instead of what they like

24. Summary: Network Services will be performing updates and system maintenance on all servers this Friday, December 4, 2009, from 5:30PM to 12:00 midnight, we will be updating all servers except those listed in the “Not Affected Services” section of this email. We will attempt to minimize downtime in the areas as much as possible. In most cases, servers will only be unavailable for five to ten minutes each. Your Actions: None Not Affected Services: None Help: If you have any questions regarding this, please call the Help Desk at 566-3266. We apologize for any inconvenience this may cause and we appreciate your patience. Session ID 0237

25. Summary: The email server was rebooted and services have been restored. Your Actions: Please let the Help Desk know if you are still experiencing email difficulty. Affected Services: Some email services for users. Help: If you have any questions regarding this, please call the Help Desk at 566-3266. We apologize for any inconvenience this may cause and we appreciate your patience. Thank You, Help Desk Office of Technology Services Session ID 0237

26. Deliver • You have to deliver results when promised • And attend to the process • Because excelling in the technical element alone will not improve expectations

27. Learn How and When to Say No • Who can really say No! • When you have to say no…. • Call the customer and explain why • Be open and honest • Be professional and considerate of customers • Enhances their view of your organization…even when they are disappointed by the outcome

28. Above all… • Never make a promise to a customer • unless you know you can deliver on it

29. In summary • Understand your customer • so you can manage their expectations • Attitude is everything • Let’s not forget planning and delivery • Communicate, communicate, communicate • Know how and when to say no • Don’t promise what you can’t deliver

30. Questions?

31. Thank You. Tim Warren Vice President for Technology Services San Juan College warrent@sanjuancollege.edu http://www.sanjuancollege.edu/documents/ots/tlc2010.ppt