SUPNET2016, Malta

1. November 30, 2016.
HOW TO KEEP UP WITH KPIS, DO NOT BURN OUT AND STAY MOTIVATED
SUPNET:
THE CUSTOMER IS NOT THE ENEMY
Doris Grech
3rd Line Support Manager.

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WHO’S YOUR CUSTOMER?
 Lets first determine who are your customers .
 Customers may fall into one of three customer groups:
 Existing Customers.
 Former Customers.
 Potential Customers.
 The Customer has/will invest Time and Money i.e. they
ARE interested in helping you make Product/ Service
better!!
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CUSTOMERS TICKETS/ ISSUE
 How do you look at customer’s tickets?
 Is the customer really just complaining or
 are they exposing actual weaknesses of your products or services.
 NOTE: if the weaknesses really are there – You are giving a
competitive advantage to competitors!!
 Lets look at tickets differently!!!
 Tickets are there to help Customers.
 Tickets will help you highlight weaknesses and address them… so
improving Service/ Product .
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CUSTOMER SERVICE
 The basics of customer service and call centres:
 Minimise Queues: Long Waits (> 30 seconds = loss in
Value)
 Customer Satisfaction: Are customers really satisfied
with the level of support they are getting?
 The goals of service excellence are:
 Customer friendly attitude.
 Technically proficient.
 Understanding of expectations
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CUSTOMER SATISFACTION SURVEYS
 Measure the success, by gathering data objectively
and consistently.
 Distinguish between:
 Completely Satisfied Customer
 Satisfied Customer.
 What is the customer looking for?
 Knowledgeable employees who can identify the customers’
true needs.
 First call resolution (no repeat issues).
 To be treated with respect and that they are truly valued.
 An employee who is truly trying to meet their needs.
 To be taken care of as quickly as possible.
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HANDLING DISSATISFIED CUSTOMERS
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HANDLING DISSATISFIED CUSTOMERS.
 Even when excellent customer service is provided,
there will still always be an upset customer.
 Basics of handling dissatisfied customers:
 Just listen.
 Be sympathetic and empathetic.
 Let them know that you want to fix the problem
and make them happy.
 Document everything.
 Follow up with the customer.
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PHONE CALL HANDLING
 There are a number of soft skills that should be used
during every customer interaction.
 Call Handling Do’s and Don’ts:
 DO speak clearly and slowly.
 DO use the customer’s name.
 DO listen clearly and limit distractions.
 DO always ask permission when placing a customer on hold.
 DO always thank the customer for holding.
 DO keep all conversations professional and not personal.
 DON'T talk with anything in your mouth.
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EMPOWER THE CUSTOMER.
 Customers have a vested interest in your companies success.
 Give the Customer the opportunity to contribute to your success.
 Reward the Customer when they are helpful.
 Appreciate Customer feedback (Good or Bad)
 And Finally ………
DON’T TREAT YOUR CUSTOMERS LIKE THE ENEMY
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