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Proactive Customer Service 1 16 04

Artemus Transportation Solutions
Artemus Transportation Solutions

This document discusses proactive customer service and provides strategies for organizations to implement proactive customer service practices. It outlines a 3-part strategic framework that includes [1] defining an organizational mission and aligning processes, [2] obtaining customer feedback, and [3] training staff in customer service skills. The document recommends creating surveys, satisfaction calls, and sales calls to obtain customer feedback. It also recommends providing orientation and ongoing training to ensure all staff have the necessary customer service skills. The goal is to create a customer-focused culture and strategic framework to delight customers and generate revenue.

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PROACTIVE CUSTOMER SERVICE T A K I N G Y OU R OR GA N I Z A T I ON T O T H E B E N C H M A R K LE V E L WTS AGENCIES Inc
What is Proactive Customer Service? Vision Provide service that delights customers as well as generates extra revenue and relationship hooks with new and existing customers WTS AGENCIES Inc
Characteristics of Proactive Customer Service o O n e S t o p S h o p p in g f o r C u s t o m e r s g C u s t o m e r D e lig h t g A t t e n t io n t o t h e D e t a ils M u lt i-F u n c t io n a l S e r v ic e S t a f f A s k f o r E x t r a S e r v ic e s - U p - s e llin g r F o llo w u p S a t is f a c t io n a E xtre me E mp o w e rme nt e A c c o u n t a b ilit y a n d R e s p o n s ib ilit y n P r o b le m s a r e O p p o r t u n it ie s o S t a f f S a t is f a c t io n a n d D e v e lo p m e n t WTS AGENCIES Inc
Creating and Enhancing those Moments of Truth CUSTOMER STRATEGIC FEEDBACK FRAMEWORK Mission/Vision Surveys Organizational Satisfaction Calls Behaviors Sales Calls Strategic Initiatives (Delight) LOYALTY CUSTOMER SERVICE SKILLS Training Testing WTS AGENCIES Inc Evaluation & Improvement
Strategic Framework M i s s i o n /V i s i o n - D o e s y o u r o r g a n i z a t i o n h a v e a m is s io n a n d v is io n f o r it s c u r r e n t b u s in e s s a n d it s f u t u r e ? H a s y o u r o r g a n iz a t io n c le a r ly d e f in e d w h a t it d o e s ? D o e s yo u r s ta ff u n d e r s ta n d t h e s e ? D o a ll w o r k p r o c e s s e s a n d p ro c e d u re s , c o m p a n y p e rfo rm a n c e m e a s u r e s a lig n t o t h e o r g a n iz a t io n a l m is s io n a n d v is io n ? O r g a n iz a t io n a l B e h a v io r s - H a s y o u r c o m p a n y d e f in e d t h e b e h a v io r s it d e s ir e s t h r o u g h o u t t h e o r g a n iz a t io n ? H o w d o e s y o u r o r g a n iz a t io n p r o m o t e a n d e n c o u r a g e t h o s e b e h a v io r s ?
Customer Feedback S u r v e y s - G iv e y o u r c u s t o m e r s t h e o p p o r t u n it y t o g iv e y o u f e e d b a c k S a le s C a lls - E n s u r e e a c h s a le s c a ll a s k s t h e q u e s t io n s H o w is o u r s e r v ic e ? H o w c a n w e im p r o v e ? S a t is f a c t io n C a lls - F o llo w u p o n o r d e r s a n d is s u e s t o e n s u r e c o m p le t e c lo s u r e R e v e n u e a n d P e r f o r m a n c e - R e v ie w c o m p a n y p e r f o r m a n c e t o s p o t p o s s ib le s a t is f a c t io n is s u e s
Customer Service Skills How do you know what skills are needed? Define and understand what Quality Service is Define your customers. (Internal and External..every position has at least one of each) Define what your Internal and External customers requirements are Define the skills and processes needed to achieve those requirements Measure your performance - If you cannot measure it, you cannot manage it, period!
Customer Service - The Next Level T h is m u lt i-le v e l a p p r o a c h is b a s e d o n 3 s u c c e s s fa c to rs : C r e a t e a s t r a t e g ic f r a m e w o r k t h a t a lig n s t h e e n t ir e o r g a n iz a t io n in a c u s t o m e r f o c u s e d d ir e c t io n w h ile p r o v id in g a s t r u c t u r e d p r o c e s s f o r p r o d u c t iv e c h a n g e . S e t u p a c u s to m e r fe e d b a c k p ro g ra m t o a s s e s s t h e o r g a n iz a t io n ' s e f f e c t iv e n e s s in m e e t in g t h e n e e d s o f it s c u s t o m e r s . C r e a t e a d eWTSe GENCIES Inc e n t p r o g r a m t h a t v A lo p m t r a in s c u s t o m e r s e r v ic e s k ills f o r a ll
Creating a Strategic Framework 1. Defined your business What are your core competencies? Who are your customers and what are their most critical requirements? What are your most critical work processes and what are the critical performance measures needed to manage those requirements 2. Radical improvement - Defining and Aligning your organization simplify, combine, eliminate, automate create new cross-boundary tasks 3. Technology - Take advantage of appropriate technology to support new ways of doing business and measuring performance 4. COMMUNICATE, COMMUNICATE, COMMUNICATE!
Obtaining Satisfaction Feedback T h e k e y is t o a s k ! D o n o t b e a f r a id t o a s k in t e r n a l a n d e x t e r n a l c u s t o m e r s h o w t h e y f e e l y o u c a n im p r o v e C r e a t e d if f e r e n t c o m m u n ic a t io n t o o ls f o r a ll c u s t o m e r s D e v e lo p a p r o c e s s t o o b t a in in g t h e in f o r m a t io n , r e p o r t in g it , p r e s e n t in g t o t h o s e w h o a r e a c c o u n t a b le a n d e n s u r e p r o p e r a c t io n is t a k e n R e p o r t t h e in f o r m a t io n g a t h e r e d t o t h o s e w h o g a v e it t o s h o w y o u r c o m m it m e n t t o t h e ir s a t is f a c t io n In c lu d e a n a n a ly s is o f w h a t y o u c o n c lu d e d a n d t h e a c t io n p la n
Customer Service Skills Training E v e r y o n e in y o u r o r g a n iz a t io n h a s c u s t o m e r s s o , p r o v id e o r ie n t a t io n t r a in in g t o a ll s t a f f E n s u r e t r a in in g a d d r e s s e s t h e m in im u m r e q u ir e m e n t s o f s k ills f o r a ll e m p lo y e e s C r e a t e a t o t a l c u s t o m e r s e r v ic e c u lt u r e S t r e s s t h e im p o r t a n c e o f IN T E R N A L C u s t o m e r s a t is f a c t io n , n o t ju s t e x t e r n a l c u s t o m e r s a t is f a c t io n S e t a s id e t im e a n d b u d g e t e x p e n s e t o t r a in e a c h y e a r . L o y a lt y is n o t s o m e t h in g t h a t s t a y s w h e n r e v e n u e is
Orientation Training - Starting Point QUALITY SERVICE SKILLS (All Staff) ropos e d Approa c h MASTERY TESTING A ll S t a f f (Demonstration and Ongoing Knowledge of Skill Requirements) QUALITY SERVICE SKILLS COACHING (Team Leaders, Managers, Leadership) MASTERYInc WTS AGENCIES TESTING (Demonstration and Ongoing Knowledge of Skill Requirements)
S E R V IC E L E A D E R S H IP S K IL L S P R O V ID E R Listening Questioning Building Rapport Upselling Daily Offering Service Coaching Skills Consistency Continuity Follow Through Trust Commitment IN S ID E S E R V IC E P R O V ID E R WTS AGENCIES Inc
Post Orientation Training Service Staff - ACHIEVING EXTRAORDINARY SERVICE OPPORTUNITIES Program D CUSTOMER RELATIONS (Post Orientation) Inside Service Staff - INSIDE SERVICE Program C (Post Orientation) ACHIEVING MOTIVATING FOR Management - KEEPING THE EXTRAORDINARY EXTRAORDINARY SKILLS ALIVE CUSTOMER RELATIONS SERVICE Program B (Fully Competent or Value Added) Leadership - MANAGING EXTRAORDINARY Program A WTS AGENCIES Inc SERVICE (Based on Need)
Managing Customer Experiences L E A D E R S H IP MANAGEMENT S E R V IC E C U S TO M E R S P R O V ID E R Program D Program Program A B IN S ID E S E R V IC E S E R V IC E Program V IS IO N & C O A C H IN G L E A D E R S H IP P R O V ID E R S C S K IL L S WTS AGENCIES Inc
How do you get started? D e t e r m in e y o u r c u s t o m e r s r e q u ir e m e n t s f o r s e r v ic e s t a n d a r d s a n d q u a lit y o f s e r v ic e - W h a t a r e t h e V it a l F e w it e m s t o y o u r c u s t o m e r s s a t is f a c t io n a n d lo n g t e r m r e la t io n s h ip D e v e lo p a n d Im p le m e n t O r g a n iz a t io n a l V is io n a n d M is s io n - S h o u ld b e b a s e d o n t h e d a t a g a t h e r e d in s t e p 1 A s s e s s t h e o r g a n iz a t io n - A g a in s t t h e C u s t o m e r s R e q u ir e m e n t s a n d t h e o r g a n iz a t io n s v is io n a n d m is s io n D e v e lo p a r e a s o f s ig n if ic a n t g a p - P r io r it iz e b a s e d o n w h a t is c r it ic a l t o y o u r c u s t o m e AGENCIES Inc WTS rs . D e v e lo p a n a c t io n p la n t o a d d r e s s
Who can help? W T S A g e n c i e s h a s o v e r 15 y e a r s o f e x p e r ie n c e in t r a in in g , s t a f f in g a n d q u a lit y s e r v ic e d e v e lo p m e n t W T S A g e n c ie s is t h e t o p o u t s o u r c in g p a r t n e r o f t h e s h ip p in g a n d t r a n s p o r t a t io n in d u s t r y W T S A g e n c ie s h a s c o n s u lt a n t s e r v ic e s , t r a in in g a n d s t a f f in g

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Proactive Customer Service 1 16 04

  • 1. PROACTIVE CUSTOMER SERVICE T A K I N G Y OU R OR GA N I Z A T I ON T O T H E B E N C H M A R K LE V E L WTS AGENCIES Inc
  • 2. What is Proactive Customer Service? Vision Provide service that delights customers as well as generates extra revenue and relationship hooks with new and existing customers WTS AGENCIES Inc
  • 3. Characteristics of Proactive Customer Service o O n e S t o p S h o p p in g f o r C u s t o m e r s g C u s t o m e r D e lig h t g A t t e n t io n t o t h e D e t a ils M u lt i-F u n c t io n a l S e r v ic e S t a f f A s k f o r E x t r a S e r v ic e s - U p - s e llin g r F o llo w u p S a t is f a c t io n a E xtre me E mp o w e rme nt e A c c o u n t a b ilit y a n d R e s p o n s ib ilit y n P r o b le m s a r e O p p o r t u n it ie s o S t a f f S a t is f a c t io n a n d D e v e lo p m e n t WTS AGENCIES Inc
  • 4. Creating and Enhancing those Moments of Truth CUSTOMER STRATEGIC FEEDBACK FRAMEWORK Mission/Vision Surveys Organizational Satisfaction Calls Behaviors Sales Calls Strategic Initiatives (Delight) LOYALTY CUSTOMER SERVICE SKILLS Training Testing WTS AGENCIES Inc Evaluation & Improvement
  • 5. Strategic Framework M i s s i o n /V i s i o n - D o e s y o u r o r g a n i z a t i o n h a v e a m is s io n a n d v is io n f o r it s c u r r e n t b u s in e s s a n d it s f u t u r e ? H a s y o u r o r g a n iz a t io n c le a r ly d e f in e d w h a t it d o e s ? D o e s yo u r s ta ff u n d e r s ta n d t h e s e ? D o a ll w o r k p r o c e s s e s a n d p ro c e d u re s , c o m p a n y p e rfo rm a n c e m e a s u r e s a lig n t o t h e o r g a n iz a t io n a l m is s io n a n d v is io n ? O r g a n iz a t io n a l B e h a v io r s - H a s y o u r c o m p a n y d e f in e d t h e b e h a v io r s it d e s ir e s t h r o u g h o u t t h e o r g a n iz a t io n ? H o w d o e s y o u r o r g a n iz a t io n p r o m o t e a n d e n c o u r a g e t h o s e b e h a v io r s ?
  • 6. Customer Feedback S u r v e y s - G iv e y o u r c u s t o m e r s t h e o p p o r t u n it y t o g iv e y o u f e e d b a c k S a le s C a lls - E n s u r e e a c h s a le s c a ll a s k s t h e q u e s t io n s H o w is o u r s e r v ic e ? H o w c a n w e im p r o v e ? S a t is f a c t io n C a lls - F o llo w u p o n o r d e r s a n d is s u e s t o e n s u r e c o m p le t e c lo s u r e R e v e n u e a n d P e r f o r m a n c e - R e v ie w c o m p a n y p e r f o r m a n c e t o s p o t p o s s ib le s a t is f a c t io n is s u e s
  • 7. Customer Service Skills How do you know what skills are needed? Define and understand what Quality Service is Define your customers. (Internal and External..every position has at least one of each) Define what your Internal and External customers requirements are Define the skills and processes needed to achieve those requirements Measure your performance - If you cannot measure it, you cannot manage it, period!
  • 8. Customer Service - The Next Level T h is m u lt i-le v e l a p p r o a c h is b a s e d o n 3 s u c c e s s fa c to rs : C r e a t e a s t r a t e g ic f r a m e w o r k t h a t a lig n s t h e e n t ir e o r g a n iz a t io n in a c u s t o m e r f o c u s e d d ir e c t io n w h ile p r o v id in g a s t r u c t u r e d p r o c e s s f o r p r o d u c t iv e c h a n g e . S e t u p a c u s to m e r fe e d b a c k p ro g ra m t o a s s e s s t h e o r g a n iz a t io n ' s e f f e c t iv e n e s s in m e e t in g t h e n e e d s o f it s c u s t o m e r s . C r e a t e a d eWTSe GENCIES Inc e n t p r o g r a m t h a t v A lo p m t r a in s c u s t o m e r s e r v ic e s k ills f o r a ll
  • 9. Creating a Strategic Framework 1. Defined your business What are your core competencies? Who are your customers and what are their most critical requirements? What are your most critical work processes and what are the critical performance measures needed to manage those requirements 2. Radical improvement - Defining and Aligning your organization simplify, combine, eliminate, automate create new cross-boundary tasks 3. Technology - Take advantage of appropriate technology to support new ways of doing business and measuring performance 4. COMMUNICATE, COMMUNICATE, COMMUNICATE!
  • 10. Obtaining Satisfaction Feedback T h e k e y is t o a s k ! D o n o t b e a f r a id t o a s k in t e r n a l a n d e x t e r n a l c u s t o m e r s h o w t h e y f e e l y o u c a n im p r o v e C r e a t e d if f e r e n t c o m m u n ic a t io n t o o ls f o r a ll c u s t o m e r s D e v e lo p a p r o c e s s t o o b t a in in g t h e in f o r m a t io n , r e p o r t in g it , p r e s e n t in g t o t h o s e w h o a r e a c c o u n t a b le a n d e n s u r e p r o p e r a c t io n is t a k e n R e p o r t t h e in f o r m a t io n g a t h e r e d t o t h o s e w h o g a v e it t o s h o w y o u r c o m m it m e n t t o t h e ir s a t is f a c t io n In c lu d e a n a n a ly s is o f w h a t y o u c o n c lu d e d a n d t h e a c t io n p la n
  • 11. Customer Service Skills Training E v e r y o n e in y o u r o r g a n iz a t io n h a s c u s t o m e r s s o , p r o v id e o r ie n t a t io n t r a in in g t o a ll s t a f f E n s u r e t r a in in g a d d r e s s e s t h e m in im u m r e q u ir e m e n t s o f s k ills f o r a ll e m p lo y e e s C r e a t e a t o t a l c u s t o m e r s e r v ic e c u lt u r e S t r e s s t h e im p o r t a n c e o f IN T E R N A L C u s t o m e r s a t is f a c t io n , n o t ju s t e x t e r n a l c u s t o m e r s a t is f a c t io n S e t a s id e t im e a n d b u d g e t e x p e n s e t o t r a in e a c h y e a r . L o y a lt y is n o t s o m e t h in g t h a t s t a y s w h e n r e v e n u e is
  • 12. Orientation Training - Starting Point QUALITY SERVICE SKILLS (All Staff) ropos e d Approa c h MASTERY TESTING A ll S t a f f (Demonstration and Ongoing Knowledge of Skill Requirements) QUALITY SERVICE SKILLS COACHING (Team Leaders, Managers, Leadership) MASTERYInc WTS AGENCIES TESTING (Demonstration and Ongoing Knowledge of Skill Requirements)
  • 13. S E R V IC E L E A D E R S H IP S K IL L S P R O V ID E R Listening Questioning Building Rapport Upselling Daily Offering Service Coaching Skills Consistency Continuity Follow Through Trust Commitment IN S ID E S E R V IC E P R O V ID E R WTS AGENCIES Inc
  • 14. Post Orientation Training Service Staff - ACHIEVING EXTRAORDINARY SERVICE OPPORTUNITIES Program D CUSTOMER RELATIONS (Post Orientation) Inside Service Staff - INSIDE SERVICE Program C (Post Orientation) ACHIEVING MOTIVATING FOR Management - KEEPING THE EXTRAORDINARY EXTRAORDINARY SKILLS ALIVE CUSTOMER RELATIONS SERVICE Program B (Fully Competent or Value Added) Leadership - MANAGING EXTRAORDINARY Program A WTS AGENCIES Inc SERVICE (Based on Need)
  • 15. Managing Customer Experiences L E A D E R S H IP MANAGEMENT S E R V IC E C U S TO M E R S P R O V ID E R Program D Program Program A B IN S ID E S E R V IC E S E R V IC E Program V IS IO N & C O A C H IN G L E A D E R S H IP P R O V ID E R S C S K IL L S WTS AGENCIES Inc
  • 16. How do you get started? D e t e r m in e y o u r c u s t o m e r s r e q u ir e m e n t s f o r s e r v ic e s t a n d a r d s a n d q u a lit y o f s e r v ic e - W h a t a r e t h e V it a l F e w it e m s t o y o u r c u s t o m e r s s a t is f a c t io n a n d lo n g t e r m r e la t io n s h ip D e v e lo p a n d Im p le m e n t O r g a n iz a t io n a l V is io n a n d M is s io n - S h o u ld b e b a s e d o n t h e d a t a g a t h e r e d in s t e p 1 A s s e s s t h e o r g a n iz a t io n - A g a in s t t h e C u s t o m e r s R e q u ir e m e n t s a n d t h e o r g a n iz a t io n s v is io n a n d m is s io n D e v e lo p a r e a s o f s ig n if ic a n t g a p - P r io r it iz e b a s e d o n w h a t is c r it ic a l t o y o u r c u s t o m e AGENCIES Inc WTS rs . D e v e lo p a n a c t io n p la n t o a d d r e s s
  • 17. Who can help? W T S A g e n c i e s h a s o v e r 15 y e a r s o f e x p e r ie n c e in t r a in in g , s t a f f in g a n d q u a lit y s e r v ic e d e v e lo p m e n t W T S A g e n c ie s is t h e t o p o u t s o u r c in g p a r t n e r o f t h e s h ip p in g a n d t r a n s p o r t a t io n in d u s t r y W T S A g e n c ie s h a s c o n s u lt a n t s e r v ic e s , t r a in in g a n d s t a f f in g

Editor's Notes

  1. WTS Agencies Inc.
  2. WTS Agencies Inc.