BT. Что такое сервис-дизайн? / What is Service Design? VOX BUSINESS - Сервис приводит к лидерству. Нам удалось пообщаться с известным специалистом в области культуры сервиса Джоном Шоулом (John Tschohl), который недавно посетил Алматы по приглашению компании "Технодом". Его наиболее интересные высказывания вы можете увидеть в этом материале. Джон Шоул (John Tschohl) более 30 лет занимается консультированием передовых компаний в области первоклассного обслуживания клиентов. Благодаря практическому опыту и довольно узкой специфике его по праву называют «гуру культуры обслуживания».
Данный титул за ним закрепили такие издания как USA Today, Time и Entrepreneur. Как завоевать рынок? Принципы, о которых я говорю очень просты. Мне кажется, большинство компаний не любят своих клиентов. О правилах и процедурах Проблема в Казахстане заключается в том, что слишком много правил, слишком много глупых политик, слишком много глупых процедур, которые абсолютно никакой дополнительной ценности для клиента не создают. Об отборе персонала Почему в России и Казахстане компании работают лучше, чем в США?
Service Star. Customer Experience Consultants | CEM Strategy | Strativity Group. Presentation.pdf (объект «application/pdf») Customer Service Training, Strategist, Speaker - John Tschohl. Customer Service Zone Free Library For Better Customer Service. Customer Service Training. Institute of Customer Service - The new Metro Bank - where customers come first. We ask Anthony Thomson, co-founder and chairman of Metro Bank — the first new high street bank to be opened in the UK for 150 years, about being a retailer rather than a bank, not having staff sales targets and using Net Promoter as a business metric. First off Anthony, could you explain the background and the ethos that led to the summer 2010 launch of Metro Bank in the UK? Metro Bank is based on a model first introduced in the US by the Commerce Bank, founded by Vernon Hill — who is now vice chairman and co-founder of Metro Bank — and which puts the customer first. The ethos is around giving every customer a consistently great experience.
I first met Vernon 10 years ago and was impressed by his model. I was even more impressed by the rapid growth of Commerce Bank when it moved into the Greater New York area, and I could see then it could work here in the UK, and particularly in London. No other high street retail bank puts its customers at the heart of its business. Institute of Customer Service - Handling complaints. The professional and efficient handling of complaints is a critical factor for all organisations, in both the private and the public sector.
There are real benefits in prioritising and improving complaints handling: nearly all customers would recommend a company to their friends if a complaint had been resolved efficiently four out of five customers would spread the word if a complaint had been handled badlystill not many companies seem to be listening to this key customer service point, so there are advantages to starting now despite the rise in complaints, only one in four employees feel qualified to deal with themonly one in three customer-facing staff are actually trained to deal with angry customersmost customers would pay more for excellent service Definition of a complaint An expression of dissatisfaction whether justified or not BS8600 The 5 rules of complaints handling for organisations 1.
Have a clear, flexible welcoming and open policy on complaints. 2. 3. 4. 5. 1. 2. 3. 4. 5. 6. Institute of Customer Service - Establishing a customer charter / code of conduct. This paper sets out to identify the minimum content of a model Customer Charter/Code of Practice. What is a Customer Charter/Code of Practice? The main purpose of a Customer Charter/Code of Practice is to improve access to an organisation's services and promote quality. It does this by telling customers the standards of service to expect, what to do if something goes wrong, and how to make contact.
A Customer Charter/Code of Practice helps employees too, by setting out clearly the services their organisation provides. Should an organisation have one? A Customer Charter/Code of Practice is an ideal way of helping organisations define with their customers, and others, what that service should be and the standard that should be expected. Developing a Customer Charter/Code of Practice will: What should it include? A Customer Charter/Code of Practice should clearly set out the purposes and priorities of an organisation.
Other points to consider Further reading: Institute of Customer Service - Setting customer service standards. Introduction We are used to such phrases as ‘100% reliable’ and ‘works everytime‘ as they relate to products. These product quality standards have developed over time, as consumers have become more demanding of manufacturers. But a tangible product is only one aspect of the supplier/customer relationship. The other aspect is service; indeed, in many businesses, there is no physical product. The only relationship is service. Service standards are important for customers, potential customers, employees and management of a business. This guidance note addresses these questions: in what terms should service standards be defined? Defining service standards Service standards are usually defined in terms of: timeliness accuracy appropriateness Timeliness ‘Delivery in three days’ or ‘calls answered in 20 seconds’ are phrases that give the essence of a service standard that involves a timeline.
These statements need to be defined precisely before they can be considered as true service standards. Improving_customer_service_standards_in_a_regulated_non-competitive_industry_sector.pdf (объект «application/pdf»)
Institute of Customer Service - Home. 5 правил дружбы с клиентами. Основатели стартапа «Кнопка жизни», вышедшего в полуфинал конкурса Forbes, — об ошибках и успехах в создании образа «доброй компании», почерпнутых из своего и чужого опыта Нгуен Куанг, примкнувший к стартапу «Кнопка жизни» в качестве партнера и специалиста по продвижению продукта (ранее он запускал различные продукты для компании «Гольфстрим»), рассказывает о том, чему его научила социальная среда. Об истории «Кнопки жизни» — сервиса, позволяющего обеспечить быструю круглосуточную помощь пожилому человеку, если ему стало плохо, — читайте здесь, здесь и в других постах этого блога.
Для такой сложной и ответственной услуги, как «Кнопка жизни», основными продавцами всегда будут наши же клиенты. Рекомендация знакомого в данном случае — это лучшая реклама. И наоборот: сталкиваясь со сложностью в коммуникациях с компанией, клиент обменивается впечатлениями с несколькими другими, оказавшимися в схожей ситуации (с интернетом это очень легко), — и вот у вас уже утвердился негативный образ. 1. 2.
Discovering the Kano Model.