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Managing Customer Expectations

Managing Customer Expectations. Presentation to TEFMA/FMA 2013. TODAY’S TOPICS. It all starts with setting expectations A framework for measuring Examples What it could look like in Customer focus Summary. What Does CSBA Do? .

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Managing Customer Expectations

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  1. Managing Customer Expectations Presentation to TEFMA/FMA 2013

  2. TODAY’S TOPICS It all starts with setting expectations A framework for measuring Examples What it could look like in Customer focus Summary csba.com.au

  3. What Does CSBA Do? • Helps Tertiary Institutions provide value for moneythrough a consistent customer service experience across all channels and departments. • Over 15 years’ experience helping over 40 Institutions on a regular basis to improve customer service. • Understands the tertiary sector and the challenges faced in an increasingly demanding climate. • Committed to helping our clients: • Understandtheir customers’ expectations and experiences. • Measureand track their customer service. • Improvetheir customers’ experience. • Tried and tested framework for Customer Service measurement and improvement, mainly: • Mystery Shopping Benchmarking. • Customer Satisfaction Surveys. • Training and Consultancy. csba.com.au

  4. Who Do CSBA Partner With? A wide range of Tertiary sector and other organisations, including: csba.com.au

  5. What is Good or Bad Customer Service? The difference between good and bad service starts with setting expectations. A charter is a good place to start. csba.com.au

  6. The Experience Map is Continually Changing Projects Maintenance Phone /IVR Web Customers: Students, Academic staff, Professional staff, visitors to the tertiary institution. E-mail GAP ANALYSIS Expectations from dealing with other organisations SMS Campus Social Media Letter Actual Experience of dealing with tertiary institution Mobile csba.com.au The experience has to be consistent across a range of channels and requirements.

  7. Customer Centric Organisation Set Customer Experience KPIs External:Customer Internal:Staff CUSTOMER CENTRIC ORGANISATION CHARTER Customer Experience Surveys Objective Assessment csba.com.au

  8. A sample of performance measures in FMA Source QUT website :Facilities Management Customer Service Level Agreements Revised January 2010 QUT Most of the measures are in ‘hard numbers’ measures csba.com.au

  9. An example of a Facilities Management Customer Satisfaction Survey Source : UniSa Website csba.com.au

  10. A good example of ease of doing business Source QUT website : csba.com.au

  11. Customer Centric Organisation – what it looks like • No of calls per transaction • Ease of doing business • Response times Set Customer Experience KPIs External:Customer Internal:Staff CUSTOMER CENTRIC ORGANISATION CHARTER • First contact resolution • Keep me informed • Follow through on what was said • Internal or External Quality Assurance program Customer Experience Surveys Objective Assessment csba.com.au

  12. SUMMARY • Good service starts with setting clear service expectations across all touchpoints and processes, i.e. setting a charter. • The biggest issue revolves around customer expectation • The focus tends to be on the problem rather than on the customer. • Customer Surveys should focus on the customer and measure what is important to them. • Performance indicators should be on ‘soft’ as well as ‘hard’ measures. • Internal measures should reflect what staff have in their control. csba.com.au

  13. QUESTIONS? Customer Service Benchmarking Australia Level 5, 10-16 Queen Street Melbourne VIC 3000 T:+613 9605 4900 www.csba.com.au Paul van VeenendaalManaging Director

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