Two dimensions of the customer experience
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Two dimensions of the customer experience. Complexity of problem How much technical expertise (product knowledge) does the customer require for first-time resolution? Upsetness How much interpersonal skill (customer service skill) is needed to handle the customer?.

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Two dimensions of the customer experience
Two dimensions of the customer experience

  • Complexity of problem

    • How much technical expertise (product knowledge) does the customer require for first-time resolution?

  • Upsetness

    • How much interpersonal skill (customer service skill) is needed to handle the customer?



How upset is the customer
How upset is the customer?

Calm

Upset

Complex

Simple


If we could segment incoming calls
If we could “segment” incoming calls…

“Let me route you to the right person…”

Complex

Complex problem, calm customer

Complex problem, upset customer

Calm

Upset

Simple problem, calm customer

Simple problem, upset customer

Simple


Two dimensions of service and support competencies
Two dimensions of service and support competencies

  • Technical product knowledge (PQ)

    • How good is the rep’s technical expertise for the given product?

    • Note – reps would have different PQ ratings for different products

  • Troubleshooting skill (TQ)

    • How quickly and well can the rep solve complex problems and calm upset customers?


Measuring two dimensions of rep competency
Measuring two dimensions of Rep competency

High PQ

Average PQ

High TQ

Average TQ

PQ (Product Quotient): classroom/theory technical product knowledge

Metrics from product training tests, service training, new hire training

TQ (Troubleshooting Quotient): logical problem solving, ability to handle upset customers

Metrics from Quality Monitoring reports


Segmenting the rep population
Segmenting the rep population

High PQ

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

Average PQ

High TQ

Average TQ

Map the competencies of the rep population

Complex problems, calm customers

Complex problems, upset customers

Customer calls can be routed to the appropriate segment of the rep population

Simple problems, calm customers

Simple problems, upset customers



Outcomes
Outcomes

  • Vigorous discussion.

  • Targets emerge for improvement.

  • Managers start targeted coaching for specific behaviors.

  • “Measure it, and it will improve.”


The most important commodity is time
The most important commodity is time.

  • Business pressures inevitably fill up all the time available. There’s not enough time for training, not enough time for one-on-one coaching.

  • In that context you have to be very economical in your movements. Have the greatest impact with the least effort and the shortest amount of time.


Save time reduce costs improve cust sat
Save time = Reduce costs, improve cust sat

  • Shorten time to train trainers.

  • Shorten time for trainers to train reps.

  • Shorten time to develop & maintain training material.

  • Shorten time-to-resolution.

  • Shorten coaching time.


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