際際滷

際際滷Share a Scribd company logo

Managing customer expectations- the ring ring conversation

Marval Software
Marval Software

This document describes a role-playing exercise to highlight issues that can arise from a lack of communication and coordination between an IT support team and its customers. In the scenario presented, a customer calls IT support frustrated because a scheduled PC installation and software update did not occur as planned. The support person is unaware of the scheduled work due to lack of communication between teams. This leads the customer to perceive the IT department negatively and potentially jeopardizes the project and customer relationship. The exercise then discusses how taking a more proactive, coordinated approach of confirming plans with the customer in advance can prevent these issues and boost customer confidence and satisfaction instead.

1 of 11
Downloaded 10 times
Managing customer expectations Ring ring conversation workshop exercise
The ring, ring conversation workshop exercise We need 2 volunteers to fulfil the following roles The support person The customer
A typical IT conversation? 1. Ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring 2. Hello George speaking 3. Is that IT support? 4. Yes, how can I help? 5. Im phoning up to complain about my new PC installation, it was supposed to be done today and no one has turned up yet and the new SAP sales software you sent me yesterday, is the wrong one 6. Sorry I dont know about any new PC or upgrades to the sales software. Who were you dealing with? 7. I dont know, oh yes, I think it was Tony 8. Oh Tony, sorry, he is on holiday until Friday 9. On holiday! this project is urgent, my boss will be unhappy if its not completed within the next 2 days. Cant someone come and do the job now? 10. Well I am not sure, Tony is the only one who knows about that area, but I will see if someone can check it out after lunch and get back to you - is that OK?
Exercise: What went wrong? Name as many failure points as you can
What went wrong? 1. No structured customer interrogation 2. The desk is not aware of scheduled changes 3. Application, hardware support teams (and customer) not co-ordinating 4. No confirmation to the customer in advance of what will happen, when and who is co-ordinating the activities 5. No escalation policy in place for managing the customers concerns Most frequently given responses (there are approx 20 points)
Team Questions What do you believe are:- 1. The customers perceptions? 2. The possible consequences?
1. Angry/frustrated customer 2. Teams do not communicate 3. They don't really care!!!!!! 4. Tony is a plonker Consequences 1. Loss of customer confidence in the service team 2. Low self-esteem of service staff 3. Potential loss of revenue 4. Department credibility compromised Perceptions Most frequently given responses
A more proactive approach 1. Ring, ring, ring, ring, ring, ring 2. Hello Mr. Smith this is Tracy from the IT service team. I am phoning, as agreed, to confirm that your PC Installation and sales application update is scheduled for next Thursday afternoon. Brad will be arriving at 2 o'clock and will have the job done by 4. Is that ok? 3. Yes thats great, it gives me plenty of time to get my project completed on time for the sales review 4. If in the meantime you have any questions, please dont hesitate to call us on ext 333. To ensure a speedy response can you quote your assigned reference number, which is 243, it will also help if I am not available and a colleague has to deal with it. An email confirmation has also been sent for your records. 5. Sounds great Tracy, thanks for keeping me informed
1. Happy customer 2. Total customer confidence in IT 3. Improved customer confidence 4. IT teams working and planning together Consequences 1. Organisational/departmental credibility boosted 2. A transition from a reactive to a proactive approach 3. Team workloads and resources better understood 4. High level of job satisfaction for service staff Perceptions Most frequently given responses
The End Thanks for watching
Managing customer expectations- the ring ring conversation

More Related Content

Managing customer expectations- the ring ring conversation

  • 1. Managing customer expectations Ring ring conversation workshop exercise
  • 2. The ring, ring conversation workshop exercise We need 2 volunteers to fulfil the following roles The support person The customer
  • 3. A typical IT conversation? 1. Ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring, ring 2. Hello George speaking 3. Is that IT support? 4. Yes, how can I help? 5. Im phoning up to complain about my new PC installation, it was supposed to be done today and no one has turned up yet and the new SAP sales software you sent me yesterday, is the wrong one 6. Sorry I dont know about any new PC or upgrades to the sales software. Who were you dealing with? 7. I dont know, oh yes, I think it was Tony 8. Oh Tony, sorry, he is on holiday until Friday 9. On holiday! this project is urgent, my boss will be unhappy if its not completed within the next 2 days. Cant someone come and do the job now? 10. Well I am not sure, Tony is the only one who knows about that area, but I will see if someone can check it out after lunch and get back to you - is that OK?
  • 4. Exercise: What went wrong? Name as many failure points as you can
  • 5. What went wrong? 1. No structured customer interrogation 2. The desk is not aware of scheduled changes 3. Application, hardware support teams (and customer) not co-ordinating 4. No confirmation to the customer in advance of what will happen, when and who is co-ordinating the activities 5. No escalation policy in place for managing the customers concerns Most frequently given responses (there are approx 20 points)
  • 6. Team Questions What do you believe are:- 1. The customers perceptions? 2. The possible consequences?
  • 7. 1. Angry/frustrated customer 2. Teams do not communicate 3. They don't really care!!!!!! 4. Tony is a plonker Consequences 1. Loss of customer confidence in the service team 2. Low self-esteem of service staff 3. Potential loss of revenue 4. Department credibility compromised Perceptions Most frequently given responses
  • 8. A more proactive approach 1. Ring, ring, ring, ring, ring, ring 2. Hello Mr. Smith this is Tracy from the IT service team. I am phoning, as agreed, to confirm that your PC Installation and sales application update is scheduled for next Thursday afternoon. Brad will be arriving at 2 o'clock and will have the job done by 4. Is that ok? 3. Yes thats great, it gives me plenty of time to get my project completed on time for the sales review 4. If in the meantime you have any questions, please dont hesitate to call us on ext 333. To ensure a speedy response can you quote your assigned reference number, which is 243, it will also help if I am not available and a colleague has to deal with it. An email confirmation has also been sent for your records. 5. Sounds great Tracy, thanks for keeping me informed
  • 9. 1. Happy customer 2. Total customer confidence in IT 3. Improved customer confidence 4. IT teams working and planning together Consequences 1. Organisational/departmental credibility boosted 2. A transition from a reactive to a proactive approach 3. Team workloads and resources better understood 4. High level of job satisfaction for service staff Perceptions Most frequently given responses
  • 10. The End Thanks for watching