Cracking the Golden Egg… of Service, Sales and Retention for your Customer Services Teams

1. Cracking the Golden Egg… of Service, Sales and Retention for your Customer Services Teams CCMA Network Forum 24th February 2010

2. Agenda

3. Introduction

4. Sage Ireland’s Training Journey to deliver Extraordinary Customer Experience Miriam Berney Productivity, Training & Quality Manager

5. Agenda • Background & Objectives of the training • Customer Services Training journey • Language, Tone & Pace (LTP) & Complaint handling workshops • Brain Friendly learning • Follow-up after the training…keeping it alive

6. Objectives of the Training workshops • Increase FCR to 80% • Empower our people to take ownership and resolve complaints • Reduce the number of poor call standard complaints by 5% • Resolve 90% of complaints within 5 working days

7. Customer Services Training Journey We are also working with Paramount HR to get our Customer Services induction training Fetac Level 5 approved

8. Language Pace & Tone Workshop • Learning outcomes • Understanding of what are customers Needs & Human experience • Explain the importance of building rapport & relationships • Identify our different types of customers • Know how to adapt your style to suit different customers • Demonstrate the power of Language, Tone and Pace • Using the appropriate terminology to suit the customer • Using positive language • Using pace and tone to control the call • Awareness of your STATE and how it impacts your role and the customer • Providing an extraordinary customer experience by going the extra mile (G.E.M)

9. Complaint handling workshop Learning outcomes • Understanding why customers complain • Fact and emotions of a customer complaint • A.S.A. P complaint handling technique • Turning a complaint/dis-satisfied customer to a happy and loyal customer • Sage Ireland’s Complaint Process

10. Complaints going global • Dave Carroll’s guitar was damaged while he was travelling with an airline • He then vented his anger by creating a song about it and posted it on http://www.youtube.com/results?search_query=united+breaks+guitars+dave+carroll&search_type=&aq=7&oq=%22United+Breaks+Guitars%22 • A lot of News stations reported on it and it also toped Michael Jackson’s RIP hit on the internet • It just shows the global power of poor customer services and how poorly handled complaints can escalate.

11. Impact of Training workshops • 23% increase in FCR • 15% increase in NPS • 3% decrease in CSAT • 67% decrease in complaints • (Note, this was during our peak call times of payroll year end)

12. Brain Friendly Learning (BFL) BFL has evolved from • Howard Gardner’s work on multiple intelligences, and the desirability of engaging all of these to inspire better and more lasting learning • The rise of emotional intelligence (IE or EQ) and the powerful advances in approaches to personal change and development such as neuro-linguistic programming • Research into learning styles – one size does not fit all. Keep away from the sizzle without substance

13. 5 key aspects of Brain Friendly Learning (BFL)

14. Follow-up and keeping the knowledge alive

15. First Call Resolution Natasha O’Neill Customer Support Manager

16. Agenda • Meet the Technical Support Team • What is First Call Resolution? • Sage Ireland’s Journey to First Call Resolution • Results and Key Findings • Additional Benefits • What our customers say about us? • In Summary

17. Meet the Technical Support Team • 40 Technicians • 25,000 customers across Ireland

18. What is First Call Resolution? “The Customer’s enquiry or problem is resolved in one call”

19. Sage Ireland’s Journey to First Call Resolution

20. Sage Ireland’s Journey to First Call Resolution • Realtime • Daily, Weekly, Monthly • Team, Technicians Was your query resolved on the first contact with Sage?

21. Results and Key Findings 39s Avg Handling Time 7.7% Call Volumes Results & Key Findings 17% FCR Headcount 20%  11% NPS

22. Additional Benefits

23. What our Customers say about us?

24. In Summary

25. Thank you