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CROMWELL Business Resultancy Limited

C ROMWELL S ervices O perating P rocedures 2008 CSOP2008 – ID:CSOPT80 ”Complaint as Driver of Customer Satisfaction” (Time Schedule ca. 1 h). CROMWELL Business Resultancy Limited Heinz Wehrli heinz.wehrli (at) eBExperts.com. Please respect!.

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CROMWELL Business Resultancy Limited

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  1. CROMWELLServicesOperatingProcedures2008CSOP2008 – ID:CSOPT80”Complaint as Driver of Customer Satisfaction” (Time Schedule ca. 1 h) CROMWELL Business Resultancy Limited Heinz Wehrli heinz.wehrli (at) eBExperts.com

  2. Please respect! • Agenda • Overview • Focus on Complaints • Summary • Convincing Customers • Conclusion • Our Customer feel as a King • Discussion Agenda Slide 2/24 18-Feb-08

  3. Food for Thought Introduction • ONE Satisfied Customer = • Repeat Business • 10 good references ….Customer Satisfaction means Business! Slide 3/24 18-Feb-08

  4. Customer Issues with CROMWELL Introduction Always is Customer the King: • Customers find CROMWELL to do business with: • Who to contact • Telephone answering • Problem ownership • Customers want a lasting relationship: • with an Account or Business Manager • for the long term Slide 4/24 18-Feb-08

  5. Complaints at CROMWELL Introduction A short overview: • Paper based complaints handling already since 1999 • Web or Share Point application should be launched soon for CROMWELL Group • Customer Administration Liaison appointed Slide 5/24 18-Feb-08

  6. When you answer the phone… The Chance Pick up the phone and • Put Yourself in the caller’s shoes • Take responsibility • Structure your call • Actively listen • Be yourself • Understand how to use your phone… (and voicemail) …Just take a SMILE Slide 6/24 18-Feb-08

  7. If you hear a Customer Complaint... The Chance Just to remember: • Formal Customer Complaints process • Complaints application • Logged by a network of administrators • Owned by account teams • Complaints are reviewed at Management Meetings • Monitored by Operation Management Slide 7/24 18-Feb-08

  8. CUSTOMER COMPLAINTS The Chance OR HOW TO TURN TO Slide 8/24 18-Feb-08

  9. Why should we be Concerned About Complaints? Facts Because: • For every customer who complains, 29 others remain silent • The average ‘wronged’ client will tell 10-20 other people • Remedy customer complaints and 80%-95% will continue to make purchases • It costs about 5 times as much to attract new customers as it does to keep old ones Source: T.A.R.P Slide 9/24 18-Feb-08

  10. Why Do Customers Defect? Facts As expected – relationship is the Key: • 1% Death • 3% Move • 5% Influence of friends • 9% Lured away by competition • 14% Dissatisfaction with product/solution • 68% Turned away by attitude of indifference on the part of a company employee Source: Journal of Marketing Slide 10/24 18-Feb-08

  11. Complaints: So what are we Doing To Prevent Customer Defection? Process it • Testing Our Powers of Recognition & Honesty • Recognition Of The Positive Impact A Complaint Can Have On Our Business • Improved System To Record, Review & Resolve Complaints • Improved Escalation Process • New Initiatives To Gather Data From Customers and Customer Facing Personnel • Dedicated Manager To Oversee Complaints Slide 11/24 18-Feb-08

  12. Complaints:Improved Escalation Process Process it • CROMWELL AND Customers To Set Timetable For Resolution Finalization • All Complaints To Be Escalated To High Status After One Month ** • Involvement Of Management Committee In Resolution When ** Occurs • A/c Manager AND Complaints Manager To Agree On Problem Source And Resolution Slide 14/24 18-Feb-08

  13. Complaints: 5 Steps to Relieve the Stress On the Customer and YOU! Process it • Listen To The Customer & Demonstrate That You Are Listening • Sympathize…. Assure The Customer They Have A Right To Complain, But Never Admit Liability • Ask The Right Questions • Agree A Course Of Action that Is Achievable • Make Sure The Course Of Action Is Carried Out Slide 16/24 18-Feb-08

  14. Complaints: Managing The Resolution Process Summary • Investigate, Get The Facts, Find The Root Cause, Check The System…Never Accuse • Where Possible Let Your Staff Find The Solution. Consult With Them And Let Them Use Their Initiative • Get Departments Networking To Achieve Mutual Solutions • Agree Targets And Share Sources Of Data “Involve Customers & Staff To Find Solutions” Slide 17/24 18-Feb-08

  15. Don‘t give your Customer a Chance to think about going away from you… Convincing …but how? Slide 18/24 18-Feb-08

  16. …be flexible, convince Your Customer in a way he doesn’t expect… Convincing Help by Trust Help by taking Help with un- Responsibility expected Surprises Slide 19/24 18-Feb-08

  17. Again, just to remind once moreDon’t go the Wrong Way… Conclusion “There is only one boss: ...THE CUSTOMER... And he can fire everybodyin the company,from the chairman on down, simply by spending his money somewhere else.” Slide 20/24 18-Feb-08

  18. CUSTOMER CROMWELL’s Customer Have always this unique Feeling! Customer SatisfactionCROMWELL‘s Way Our Customerfeels King Slide 21/24 18-Feb-08

  19. Discussions… Q u e s t i o n s… Slide 22/24 18-Feb-08

  20. Thanking you in advance for your ContributionWelcome to our ISO 9000 Success Story! Slide 23/24 18-Feb-08

  21. Visiting the Customer… Slide 24/24 18-Feb-08

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