The 7 deadly sins of customer service
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THE 7 DEADLY SINS OF CUSTOMER SERVICE. Adopted from the presentation of Prof. Rene T. Domingo of AIM at the Asian Bankers Conference on May 27, 2005. customer service quality. What methods does your bank use to check your bank’s level of customer service quality?.

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THE 7 DEADLY SINS OF CUSTOMER SERVICE

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THE 7 DEADLY SINS OF CUSTOMER SERVICE

Adopted from the presentation of Prof. Rene T. Domingo of AIM at the Asian Bankers Conference on May 27, 2005


customer service quality


What methods does your bank use to check your bank’s level of customer service quality?

  • mailed customer surveys 38.4%

  • monitoring teller line wait25.5%

  • CEO calls to customers23.1%

  • mystery shoppers22.1%

  • director visits to branches21.0%

  • lobby visits with customers20.5%

  • ex-customer exit interviews17.1%

  • monitoring phone pick-up time11.3%

  • customer focus groups11.0%

  • complaint hotline 2.5%

  • recording of call-center conversations 2.5%

  • customer town meetings 2.1%

  • NONE23.4%


“Beautifying Branches”

from the Economist 3/22/2001

“According to Abbey National, a British bank which

filmed passers-by, window-shoppers actually speed

up in order to avoid bank branches.”

“For banks, this is a sorry state, since branches are

horribly expensive to keep open. On average,

branches and their staff account for about half of

the costs of a typical retail bank.”


“Beautifying Branches”

from the Economist 3/22/2001

“One strategy is to transform them (bank branches) into

enticing, shop-like places where people want to spend

time, and with luck, more money on financial products”

“In Japan, Suruga Bank has invited

Starbucks coffee shops on to its premises…..”

“The Bank of Yokohama offers

McDonald’s hamburgers

alongside its cash machines.”


“Good service is

not an accident.”


THE DEADLY SINS OF CUSTOMER SERVICE

  • BUREAUCRATIC SERVICE

  • “ONE SIZE FITS ALL” SERVICE

  • NO “AFTER SALES” SERVICE

  • NO “BEFORE SALES” SERVICE

  • OPAQUE SERVICE

  • CONTENTIOUS SERVICE

  • PAROCHIAL SERVICE


Sin No. 1

  • BUREAUCRATIC SERVICE

bad service = slow service


Sin No. 1

BUREAUCRATIC SERVICE

In an Average Lifetime…...

  • The average American spends 49 hours seeing doctors.

  • The average American spends 64 hours waiting to see doctors.

  • The average American spends 5 years waiting in lines.


Sin No. 1

BUREAUCRATIC SERVICE

TOO MANY

HANDOFFS


Sin No. 1

BUREAUCRATIC SERVICE

OVER CONTROL

(inspecting the

Inspector)

MISTRUST


Sin No. 1

BUREAUCRATIC SERVICE

Banking Benchmark?


Sin No. 1

BUREAUCRATIC SERVICE

UNDERSTAFFING

OVERLOADING


Sin No. 1

BUREAUCRATIC SERVICE

OVERSPECIALIZATION


Sin No. 1

BUREAUCRATIC SERVICE

UNEMPOWERED STAFF


Sin No. 1

BUREAUCRATIC SERVICE

“THE BOSS IS ALWAYS RIGHT.”


Sin No. 1

BUREAUCRATIC SERVICE

UNSYSTEMATIC PROCEDURES


Sin No. 1

BUREAUCRATIC SERVICE

NO SERVICE STANDARDS


Sin No. 1

BUREAUCRATIC SERVICE

CLERICAL ERRORS


Sin No. 1

BUREAUCRATIC SERVICE

UNRELIABLE EQUIPMENT


FAST LANE

ONE TRANSACTION ONLY

Sin No. 1

BUREAUCRATIC SERVICE

WRONG BENCHMARK


Sin No. 1

BUREAUCRATIC SERVICE

Lesson learned:

Cut the red tape by developing one stop-shops run by multi-skilled, multi-tasking, and empowered front-line personnel.


Sin No. 2

  • “ONE SIZE FITS ALL” SERVICE


Sin No. 2

“ONE SIZE FITS ALL” SERVICE

INFLEXIBLE, IMPERSONAL

(“Everybody’s the same.”)


Sin No. 2

“ONE SIZE FITS ALL” SERVICE

UNINNOVATIVE

(no imagination)


Sin No. 2

“ONE SIZE FITS ALL” SERVICE

ONE POLICY

(to the letter)


Sin No. 2

“ONE SIZE FITS ALL” SERVICE

“They can have it any color they want,

so long as it’s black.”

--Henry Ford (1863-1947)


Sin No. 2

“ONE SIZE FITS ALL” SERVICE

Lesson learned:

Don’t mass produce, mass-customize.


Sin No. 3

  • NO “AFTER SALES” SERVICE


Sin No. 3

NO “AFTER SALES” SERVICE

TRANSACTION

ORIENTATION


Sin No. 3

NO “AFTER SALES” SERVICE

SALES QUOTA

ORIENTATION


Sin No. 3

NO “AFTER SALES” SERVICE

“LET THE BUYER BEWARE”


Sin No. 3

NO “AFTER SALES” SERVICE

NO BUDGET


Sin No. 3

NO “AFTER SALES” SERVICE

Lesson learned:

Don’t sell to customers ---

create lasting customer relationships.


Sin No. 4

  • NO “BEFORE SALES” SERVICE


Sin No. 4

NO “BEFORE SALES” SERVICE

POOR COMMUNICATION


Sin No. 4

NO “BEFORE SALES” SERVICE

UNCLEAR PROCEDURES


Sin No. 4

NO “BEFORE SALES” SERVICE

INDIFFERENCE TO INQUIRERS


Sin No. 4

NO “BEFORE SALES” SERVICE

INADEQUATE FACILITIES


Sin No. 4

NO “BEFORE SALES” SERVICE

Lesson learned:

Treat all inquiries as potential customers.


Sin No. 5

  • OPAQUE SERVICE


Sin No. 5

OPAQUE SERVICE

NO APOLOGIES

NO EXPLANATION


Sin No. 5

OPAQUE SERVICE

“CUSTOMERS CAN WAIT.”


Sin No. 5

OPAQUE SERVICE

“WAITING IS PART OF SERVICE.”


Sin No. 5

OPAQUE SERVICE

UNCLEAR PROCESS FLOWS


Sin No. 5

OPAQUE SERVICE

Lesson learned:

Proactively update customers of the status of their requests – ignorance is worse than delays.


Sin No. 6

  • CONTENTIOUS SERVICE


Sin No. 6

CONTENTIOUS SERVICE

“THE COMPLAINING CUSTOMER

IS ALWAYS WRONG.”


Sin No. 6

CONTENTIOUS SERVICE

UNTRAINED FRONTLINERS


Sin No. 6

CONTENTIOUS SERVICE

MISTRUST OF CUSTOMERS


Sin No. 6

CONTENTIOUS SERVICE

NO RECOVERY PROCEDURE


Sin No. 6

CONTENTIOUS SERVICE

Lesson learned:

You can win any argument with any customer, but you will lose the sale and the customer.


Sin No. 7

  • PAROCHIAL SERVICE


Sin No. 7

PAROCHIAL SERVICE

“OUR LOCAL CLIENTS

ARE SATISFIED.”


Sin No. 7

PAROCHIAL SERVICE

“WE ARE NOT EXPORTERS.”


Sin No. 7

PAROCHIAL SERVICE

(in Timbuktu)

“ WE ARE THE

LOCAL INDUSTRY LEADER.”


Sin No. 7

PAROCHIAL SERVICE

COMPLACENCY


Sin No. 7

PAROCHIAL SERVICE

IGNORANCE OF

WORLD STANDARDS


Sin No. 7

PAROCHIAL SERVICE

Lesson learned:

Like free lunch, there is no such thing as a local standard or a local customer.


THE DEADLY SINS OF CUSTOMER SERVICE

  • BUREAUCRATIC SERVICE

  • “ONE SIZE FITS ALL” SERVICE

  • NO “AFTER SALES” SERVICE

  • NO “BEFORE SALES” SERVICE

  • OPAQUE SERVICE

  • CONTENTIOUS SERVICE

  • PAROCHIAL SERVICE


CHECKLIST FOR SUPERIOR CUSTOMER SERVICE

  • Are your services designed for fast delivery?

  • Can your service be customized and personalized?

  • Do you always check for customer satisfaction after the service?

  • Is it easy to inquire about and apply for your services?

  • Are your service processes transparent and easy to understand?

  • Do you give customers the benefit of the doubt?

  • Are your services at par with the best?


Exercise on Customer Service

  • Please answer the questionnaires honestly as it applies to your bank.

  • 15 minutes


+

=

SYSTEM + SMILES = SERVICE

CUSTOMER SERVICE


MANAGING THE MOMENTS OF TRUTH


CUSTOMER SERVICE

  • QUALITY

  • CONSISTENCY

  • FLEXIBILITY

  • SPEED

SERVICE GOALS


CUSTOMER SERVICE

CONSISTENCY

PROVIDER

TIME

CUSTOMER

PLACE

PAYMENT

AMOUNT


CUSTOMER SERVICE

ATTENTION TO DETAIL


Visual Management


The customer of the new millennium

globalized

informationalized

perfectionist

process oriented

time conscious

environment conscious


THE 7 DEADLY SINS OF CUSTOMER SERVICE

Prof. Rene T. Domingo

Asian Institute of Management


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