opentext event training slides ppt recording 1

Rev 1.1 02092009 Copyright © Open Text Corporation 2008 - 2009. All rights reserved.

Slide 1

EMEA Customer Support

Customer Services Training April 2010

Copyright © Open Text Corporation 2008 - 2009. All rights reserved.

Slide 2

Agenda

08:30 – 09:00 Paul Lewis – VP, Customer Support EMEA

09:00 – 09:45 Johannes Rehmet - Global Services EMEA

09.45 – 10.30 Simon Harrison - VP, Sales Northern Europe 

10.30 – 10.45 Break

10.45 – 11.30 Thomas Woppmann - EU R&D

11.30 – 12.30 Adrian Webster“Putting Customers at the Heart of Everything We Do”

12.30 – 13.00 Lunch

13.00 – 13.30 Training Briefing

13.30 – 17.15 Training

15.00 – 15.15 Break

17.15 – 17.30 Wrap Up

Brilliant Customer Service

In House Training Company

Key modules

What does Brilliant Customer Service mean to you?

The SPECIAL model

Telephone techniques and top tips

The importance of Brilliant Customer Service

Introductions

Go around the table and find the answers to these questions.

Copyright © Open Text Corporation . All rights reserved.

Slide 5

Can you find out in one minute…

1.First job after leaving education?

2.Time with company?

3.Nickname (now or previously)?

4.Favourite film?

5.Favourite CD or track?

6.Personal motto, maxim, quote or slogan.

What does Brilliant Customer Service mean to you?

Copyright © Open Text Corporation . All rights reserved.

Slide 6

Personal examples of good and bad satisfaction List 3+ good examples from your

experience as a customer

List 3+ bad examples from your experience as a customer

How do these factors influence BCS?

Experience vs expectation

Little things matter most

Problems really are opportunities

Attitude is everything

Customer’s measure everything

First reactions count

Perception is vital

Customer service is everybody’s responsibility

The SPECIAL model

Copyright © Open Text Corporation . All rights reserved.

Slide 9

What makes customers happy?

Delight = EXPERIENCE EXCEEDING EXPECTATION

Satisfaction = EXPERIENCE EQUALS EXPECTATION

Dissatisfaction = EXPECTATION EXCEEDING EXPERIENCE

What is the most common customer service experience

Indifference! – more than 60% in many surveys

Exceptional is around 15%

Rude, difficult or obstructing is 10%

Copyright © Open Text Corporation . All rights reserved.

Slide 11

A customer wants two things:

Solution to a problem

Made to feel special

We love problems!

“When a customer has a problem that is solved well…

They are more LOYAL than a customer who has no problem at all.”

Experience 1 Yes Yes

Experience 2 Yes No

Experience 3 No Yes

Experience 4 No No

Solution Special

06/09/07

Brilliant Customer Service! 14

Special Model

Speed/Time measures

Personal/Personalise

Expectations/Manage or exceed

Competence/Courtesy

Information/Informed

Attitude/Can Do

Long term relationship/follow-up

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Brilliant Customer Service! 15

Speed/Time measures

Doing things quickly adds value

Taking more time with customers adds value too!

Examples:

• Answering the phone with 3-5 rings

• Getting back to people promptly

• Immediate attention

• Shorting call time increases customer and allows you to help more customers

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Brilliant Customer Service! 16

Personal/Personalise

Use your name

Use the customer’s name

Personalise your service promise

Examples:

• Names are important

• Do something extra for each customer

• Remember your customer

• Phone instead of email

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Brilliant Customer Service! 17

Expectations/Manage or exceed

“Under promise and over deliver”

It only counts when you exceed the customer’s expectation

In the absence of a managed expectation – the customer makes one up

Examples:

• Create specific promises and then beat them!

• Build in a ‘safety buffer’

• Use the “can’t do...can do” technique

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Brilliant Customer Service! 18

Competence/Courtesy

Know your CORE skills

Aim to be an expert at your job

Be best at what you do….and…

Show respect to the customer

Examples:

• Be an enthusiast about what you do and at making customers feel valued

• Create your own personal FAQ answer sheet

• Remember, nothing impresses like competence

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Brilliant Customer Service! 19

Information/Informed

Share knowledge – people love to learn new things

Keep them informed of progress

Summarise and check for understanding

Examples:

• Help customers get the best from you

• Talk through what you done for them that call and what actions you will do

• KISS – simplify complex issues

• Keep customer’s on a ‘need to know’ basis

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Brilliant Customer Service! 20

Attitude/Can Do

Always say what you can do, or will do, not what you can't do or won't do

Look at glass as “half-full” not “half-empty”

Examples:

• Make their day!

• If the customer hasn’t got a smile…give them one of yours!

• Treat every customer as your most important

• Look for ‘moments of truth’

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Brilliant Customer Service! 21

Long term relationship/follow-up

Follow-up on promises

Check for satisfaction

Examples:

• “Is there anything else I can help with?”

• Welcome complaints!

• Random follow-up calls a few days after a call - welcome compliments!

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Brilliant Customer Service! 22

So… “It’s not what you do, it’s the way that you

do it.”

“It only counts when you EXCEED the customer’s expectation.”

Go beyond solving a problem, and make EVERY customer feel SPECIAL

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Brilliant Customer Service! 23

Special Model

Speed/Time measures

Personal/Personalise

Expectations/Manage or exceed

Competence/Courtesy

Information/Informed

Attitude/Can Do

Long term relationship/follow-up

Any questions?

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Brilliant Customer Service! 24

Special Model

Speed/Time measures

Personal/Personalise

Expectations/Manage or exceed

Competence/Courtesy

Information/Informed

Attitude/Can Do

Long term relationship/follow-up

Work in small groups and discuss how each of these principles can

be applied to IMPROVING your

customer’s OpenText experience using the

SPECIAL model

Rev 1.1 02092009

BREAK

Be back in 15 minutes

Telephone top-tips

Copyright © Open Text Corporation . All rights reserved.

Slide 26

Telephone model

• Greeting• Company/department• Name• Offer help

• Greeting• Company/department• Name• Offer help

• Ask (open) questions• Probe for specifics• Active listening• Test understanding

• Ask (open) questions• Probe for specifics• Active listening• Test understanding

• Summarise• Confirm details• Next actions• Thank, name etc,

• Summarise• Confirm details• Next actions• Thank, name etc,

• Discuss options• Agree solution• Provide information• Manage expectation

• Discuss options• Agree solution• Provide information• Manage expectation

Intel Sep 07

Communication

Non verbal

Visual 55%

Voice tone 38% Words 7%

How we communicate

Words - 7 %

Voice tone - 38%

Body language - 55%What impression do you want to create in

the mind or your customer?

You achieve this by the mental ‘image’ created

by your voice tone!

Intel Sep 07

Telephone voice dynamics

Pitch - more variation

Volume -Louder

Pace/speed - Slow down - half normal speed

Clarity - Be clear

Emphasis - Create REAL meaning

Tone - match

Key words and phrases

“the best thing is ….”

“I can’t do … but I can do…”

“Thank you for your patience…”

“I will get back to you … on … at…”

Telephone model

• Greeting• Company/department• Name• Offer help

• Greeting• Company/department• Name• Offer help

• Ask (open) questions• Probe for specifics• Active listening• Test understanding

• Ask (open) questions• Probe for specifics• Active listening• Test understanding

• Summarise• Confirm details• Next actions• Thank, name etc,

• Summarise• Confirm details• Next actions• Thank, name etc,

• Discuss options• Agree solution• Provide information• Manage expectation

• Discuss options• Agree solution• Provide information• Manage expectation

Telephone Skills Best Practise

Work in a group and list 10 Do’s and Don’ts when working on the telephone

Case study – difficult conversations

Work in group and discuss your response or how you would deal with the following situations

“Why has the price gone up?”

“I want to downsize or change my package”

“We have not used your service or support, why should I have to pay for it?”

Copyright © Open Text Corporation . All rights reserved.

Slide 34

Importance of Brilliant Customer Service

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Slide 35

The Loyalty-customer service link

In order to drive loyalty, customer service experiences must meet or exceed expectations on a consistent basis

The economics of customer loyalty are important to understand.

Copyright © Open Text Corporation . All rights reserved.

Slide 36

For example

•How much does the average family spend in a supermarket every week?

•How much is this a year?

•Over ten years?

•PLUS referrals?

•PLUS products they could switch to buying from that store?

Now calculate for an average OpenText customer?

OpenText customer service

48,000 tickets

£200 million revenue – 25% of company sales

216 people

11,000 end users

Calculating customer value (simply!)

Annual revenue x 10 years + 30%

Copyright © Open Text Corporation . All rights reserved.

Slide 37

A customer speaks

“Ignore my wants and I will simply cease to exist.

Satisfy those wants and I will be increasingly loyal.

Add to this satisfaction any personal touches you can dream up - and I will become a walking advertisement to your services.”

A business

“The purpose of a business is to create and keep a customer, everything else is just detail.”

“It’s not what you do, it’s the way that you do it.”

“It only counts when you EXCEED the customer’s expectation.”

Learning log

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Slide 42

Learning log

Most important idea

Favourite phrase or quotation

Do more of

Do less of

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Slide 43

Thank You

Copyright © Open Text Corporation . All rights reserved.

Slide 44