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Innovation Briefing for Customer Service Representatives

Innovation Briefing for Customer Service Representatives. 4 th June 2008 Gwen Moore & Tony Bourke. Administration. Exits Toilets Mobiles Slides / notes Water Finish. Agenda. 10 CS briefing - Tony 11.30 Break 11.45 CS briefing - Tony 12.30 Discussion - Gwen 1 Lunch

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Innovation Briefing for Customer Service Representatives

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  1. Innovation Briefing for Customer Service Representatives 4th June 2008 Gwen Moore & Tony Bourke

  2. Administration • Exits • Toilets • Mobiles • Slides / notes • Water • Finish

  3. Agenda • 10 CS briefing - Tony • 11.30 Break • 11.45 CS briefing - Tony • 12.30 Discussion - Gwen • 1 Lunch • 2 Innovation - Tony • 3 Innovation Projects • 3.40 Present projects • 3.55 Wrap up

  4. Customer Service

  5. Exercise • Why do customers defect? • 15% - better product / course • 15% - better price • 70% - too little contact or poor attention Tom Peters • 68% - indifference McNeill

  6. Exercise • Good customer service is? • Privilege • Right • Meet or exceed customer expectations

  7. Exercise • Who are internal customers? • Who are external customers? • Relationship?

  8. Ford Research • Good car – 80% chance will buy Ford • Car fixed – 90% chance will buy Ford • Great customer service = repeat business

  9. Attitude to Customer • Serve the customer - 1960s • Please the customer - 1980s • Delight the customer - 2000s • How can we delight customers?

  10. Exercise • Your car is ready for collection • Your flight is delayed one hour – txt / email • I’ll bring you to the office • Eircom to Smart Telecom • Order sandwiches while hair done

  11. Exercise • Plumber promises to have water restored by 5pm • Restored by 4pm • Restored by 5pm • Restored by 6pm

  12. Expectations • Setting expectations • Be pessimistic • Beware committing other people • “I will put the form in the post today and you should receive it within 4 working days”

  13. Exercise • Are first impressions important? • Receptionist reading paper • Person on telephone answering “hullo” • iPod • Men’s tie loose • Chewing gum • Doing cuticles

  14. Innovation

  15. Exercise • What is innovation? • Make simpler, do better (invention) • Simpler application form • Visitors parking spaces • Write-off small debts

  16. Examples • Irish Life – simple legal documents • Vet / GP – open until 8 • VEC – recycle water • Golf clubs – enter scores in PC • Invoices – post or email

  17. Being Aware • Customer complaints • Badly completed forms • Frustrated customers • Things going wrong • Re’s (re-do, repair, repeat, red tape)

  18. Stupid! • Creativity is the sudden cessation of stupidity Edwin Land • Do we all know of stupidities in VECs that should be fixed? • Innovate!

  19. Beg, Borrow, Steal • Creative Imitation • Superquinn was copied • Ryanair is copied • Starbucks is copied • Where can VECs copy?

  20. Exercise • Which is better? • One major innovation • Lots of small innovations? • Why?

  21. Innovation Radar • Offerings VECs create (WHAT) • Customers VECs serve (WHO) • Processes VECs employ (HOW) • Points of Presence to take its offerings to market (WHERE) Mohanbir Sawhney & Robert C. Wolcott

  22. Exercise • What drives innovation? • Competition • Aer Lingus v Ryanair, Easyjet • Banks v Halifax & Bank of Scotland • Easons v Amazon • VECs v FAS, commercial, web

  23. Exercise • Do innovative VECs allow mistakes? • Safe to fail • Make mistakes or make no mistakes?

  24. Exercise • Innovate or stagnate? • Most innovative? • Senior management • Middle management • People on ground • Organisations that do not innovate die

  25. Exercise • Will there be resistance to innovation? • Ya bet! • Fear of change • Excuses • Why we can’t v Why can’t we? • Culture

  26. More Examples • Microsoft photo in reception • VHI return receipts • VEC web sites • Toothpaste – increase sales

  27. Exercise • Who can innovate? • Anyone / everyone • KISS • Quick win or big project? • Aim for September

  28. Next • Break into teams of 3 or 4 • Think of a stupidity • Plan how to fix it (50% plan, 50% do) • Present to us

  29. Agenda • 10 CS briefing - Tony • 11.30 Break • 11.45 CS briefing - Tony • 12.30 Discussion - Gwen • 1 Lunch • 2 Innovation - Tony • 3 Innovation Projects • 3.40 Present projects • 3.55 Wrap up

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