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Case study in improving csat with troubleshooting skills
1. Troubleshooting: A Case Study in
Improving Customer Satisfaction
Jeremy Stephens, Corptax
Malcolm Carlaw, Impact Learning Systems
2. Poll: What type of offering do you personally support?
Software
Hardware
Services
All of the above
3. Primary Drivers of Customer Satisfaction
Time to
Resolution
Customer
Service Skills
Satisfaction
Employee
Satisfaction
4. What are the Issues?
Employee
Resolution
Satisfaction
Time
Lost Hand-offs
Trust
Documentation
Poor or Good
Troubleshooting
Call-backs Skills
Unnecessary
Parts
Additional Collateral Ordering
Resources Damage
7. What is in the balance?
Customer Satisfaction
Operational inefficiencies
Lost trust – clients/co-workers
Morale
7
8. Poll: What are your top two troubleshooting issues?
Resolution time
Hand offs/ documentation
Operational inefficiencies
Lost trust – client/co-workers
Employee satisfaction
9. Mitigating the Problem
Troubleshooting skills vs technical knowledge
Critical thinking
Common troubleshooting process
Common language
9
10. Common Troubleshooting Process
Diagnostic Troubleshooting Process
Setup Problem Identification Problem Resolution
Good
Decision Verify Define Isolate Identify Problem
Justify Resolve
Problem Problem Problem Cause Solution Problem
Making Problem Identification Resolution
Level 1 support
E-book available with details about each of these steps
11. Results
Operational Efficiency
Increased Satisfaction
Typical results
» 5-9% improvement in TTR
» 4-8% improvement in C-SAT
» Focus on specific metrics
16. Poll: How do you measure resolution time?
• Months
• Weeks
• Days
• Hours
• Minutes
16
17. Our Story
• 2008 Launched Customer Support training
with Impact Learning
• Results indicated other weaknesses to fill
• Q1 2009 Launched Diagnostic
Troubleshooting
17
18. Implementation Issues
• Lack of Executive Support
• Scheduling Issues With Home-Based Staff
• Management Requires Training
18
19. Adoption
“This training was very helpful. The tools to identify
the root cause — and not just the underlying direct
cause — have helped me save a tremendous amount
of time and has helped me obtain quicker resolutions
for my customers.“
Shellie Bailey, Customer Support
19
20. Maintaining the Focus
• Syncing Troubleshooting skills adoption with
Q/A process
– “The program was valuable in providing a
structural process for troubleshooting.”
• Reinforcement tools
– Weekly “announcements”
– Poster reminders
20
26. Award winning
Excellence in Support Services – Emerging Companies LEVEL 1 & 2 2011
Excellence in Support Services – Small Company
LEVEL 1 & 2 2010
Finalist – Continuous Improvement in Support Services
LEVEL 1 2009
27. Additional Information
Questions?
Next step: Deeper dive into the
product
Thursday May 31st 10:00 AM PT
Tuesday June 5th 11:00 AM PT