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Customer Service Checkers or Chess?

Customer Service Checkers or Chess?. What is Customer Service?. "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.". Customer Satisfaction Experience.

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Customer Service Checkers or Chess?

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  1. Customer ServiceCheckers or Chess?

  2. What is Customer Service? • "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

  3. Customer Satisfaction Experience • Over 60% of customer service managers select customer satisfaction as the key metric for determining success of their organization. • Secondary priorities include first call resolution. • Average handle time. • Average wait time

  4. Customer Experience Statistics • U.S. Consumers prefer to resolve their issues • Telephone (90%) • Face to Face (75%) • Website or E-mail (67%) • Online Chat (47%) • Text Message (22%) • Social Networking (22%)

  5. Arkansas State University - Financial Aid & Scholarships Customer Service Survey Tuesday, September 16, 2014

  6. Card Swipe System

  7. Why They Come!

  8. Q1: What was the purpose of your contact? (Check all that apply)

  9. Q2: Who did you speak with in our office?

  10. Q3: Please rate your experience.

  11. Please Rate Your Experience

  12. Comments # Responses Date 1 They provided me with exactly the info I needed. Also guided me through the website, I know they are familiar and knowledge with what to do. 9/12/2014 12:17 PM 2 Na 9/11/2014 8:48 PM 3 Want to personally thank all the staff in financial aid for their help getting me back on track 9/11/2014 9:12 AM 4 GREAT STAFF AND VERY ATTENTIVE TO NEEDS. 9/10/2014 9:31 AM 5 I was already having a bad day and she made it worse. 9/9/2014 10:49 PM 6 Ms. Weems went above and beyond to help resolve the problem. I hope she will be recognized as being an asset to ASU and that this was a wonderful reflection for the entity. 9/9/2014 10:14 AM 7 Tawnya is always so willing to help. She is always nice and makes your questions feel welcome. 9/9/2014 7:16 AM 8 I called and left a message. Tiffany called me back and was extremely courteous and helpful. I was actually dreading the conversation, but she was so helpful and nice that it was a pleasant experience. Great job! 9/7/2014 9:10 AM 9 I appreciate the caring attitude and quick reliable responses from Jon, he is a true professional. 9/5/2014 11:25 PM 10 Very kind and helpful! 9/5/2014 10:37 AM 11 I was and am very thankful for both the attention that was given to my situation and the help that I recieved. 9/4/2014 11:23 PM 12 The lady was very nice and answered my question fully. 9/4/2014 10:51 PM 13 SO helpful!!!! 9/4/2014 10:33 PM 14 I called and left two messages three weeks ago and have yet to get a reply. My email that was sent on August15th was responded to on September 4th. Absolutely ridiculous for a school I have spent $20,000 with and obtained two degrees from to take three weeks to reply to an email and to never return my messages regarding payment. 9/4/2014 8:37 PM 15 Me. Cora is so helpful. Getting things done for loans and trying to decide what you need can be stressful, but she makes it easy. She is always sweet and has a smile on her face! Plus she always looks fabulous. 9/4/2014

  13. Q5: Would you like for us to contact you regarding your visit?

  14. Survey Statistics

  15. Financial Aid Checklist

  16. Telephone System • Allows office to monitor phone calls • Barge Calls (listen in) • Que (up to 20 at a time-largest number in que 4) • Jabber (Instant messaging) • Phone Stats-End of Day • Total Calls 226 • Calls Handled 224 • Abandoned 0 • Average wait 6 seconds • Longest wait 49 seconds

  17. What Have We Done? • Eliminated Barriers • Data Form • Scholarship Application • On-Line Acceptance • Verification • First Time Solution • Get them in-Get them Out

  18. What Have We Done? • Communication • Phone Calls • E-mail • Face Book • Twitter • E-mail & Mail outs to Parents • On Campus Information • FYE Information • Information Tables in Union • Residence Hall Programming

  19. Top 10 Tips for Outstanding Customer Service • Smile and acknowledge customers • Everyone is important. Treat everyone like you want to be treated. • Talk to your customer-not at your customer. • Care what customer thinks. • Work to fix a problem – PROMPTLY! • Make your customer feel wanted and valued. • Follow through on your promises. • RUDE is never acceptable. • Keep your sense of humor • Reducing campus run-around is essential to building a service culture on campus

  20. Office Motto • Coming together is a beginning. • Keeping together is progress. • Working together is success.

  21. We are Here to Serve You!

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