The 7 deadly sins of customer service
This presentation is the property of its rightful owner.
Sponsored Links
1 / 71

THE 7 DEADLY SINS OF CUSTOMER SERVICE PowerPoint PPT Presentation


  • 237 Views
  • Uploaded on
  • Presentation posted in: General

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?.

Download Presentation

THE 7 DEADLY SINS OF CUSTOMER SERVICE

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


The 7 deadly sins of customer service

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


The 7 deadly sins of customer service

customer service quality


What methods does your bank use to check your bank s level of 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%


The 7 deadly sins of customer service

“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.”


The 7 deadly sins of customer service

“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.”


The 7 deadly sins of customer service

“Good service is

not an accident.”


The deadly sins of customer service

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

Sin No. 1

  • BUREAUCRATIC SERVICE

bad service = slow service


Sin no 11

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 12

Sin No. 1

BUREAUCRATIC SERVICE

TOO MANY

HANDOFFS


Sin no 13

Sin No. 1

BUREAUCRATIC SERVICE

OVER CONTROL

(inspecting the

Inspector)

MISTRUST


Sin no 14

Sin No. 1

BUREAUCRATIC SERVICE

Banking Benchmark?


Sin no 15

Sin No. 1

BUREAUCRATIC SERVICE

UNDERSTAFFING

OVERLOADING


Sin no 16

Sin No. 1

BUREAUCRATIC SERVICE

OVERSPECIALIZATION


Sin no 17

Sin No. 1

BUREAUCRATIC SERVICE

UNEMPOWERED STAFF


Sin no 18

Sin No. 1

BUREAUCRATIC SERVICE

“THE BOSS IS ALWAYS RIGHT.”


Sin no 19

Sin No. 1

BUREAUCRATIC SERVICE

UNSYSTEMATIC PROCEDURES


Sin no 110

Sin No. 1

BUREAUCRATIC SERVICE

NO SERVICE STANDARDS


Sin no 111

Sin No. 1

BUREAUCRATIC SERVICE

CLERICAL ERRORS


Sin no 112

Sin No. 1

BUREAUCRATIC SERVICE

UNRELIABLE EQUIPMENT


Sin no 113

FAST LANE

ONE TRANSACTION ONLY

Sin No. 1

BUREAUCRATIC SERVICE

WRONG BENCHMARK


Sin no 114

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

Sin No. 2

  • “ONE SIZE FITS ALL” SERVICE


Sin no 21

Sin No. 2

“ONE SIZE FITS ALL” SERVICE

INFLEXIBLE, IMPERSONAL

(“Everybody’s the same.”)


Sin no 22

Sin No. 2

“ONE SIZE FITS ALL” SERVICE

UNINNOVATIVE

(no imagination)


Sin no 23

Sin No. 2

“ONE SIZE FITS ALL” SERVICE

ONE POLICY

(to the letter)


Sin no 24

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 25

Sin No. 2

“ONE SIZE FITS ALL” SERVICE

Lesson learned:

Don’t mass produce, mass-customize.


Sin no 3

Sin No. 3

  • NO “AFTER SALES” SERVICE


Sin no 31

Sin No. 3

NO “AFTER SALES” SERVICE

TRANSACTION

ORIENTATION


Sin no 32

Sin No. 3

NO “AFTER SALES” SERVICE

SALES QUOTA

ORIENTATION


Sin no 33

Sin No. 3

NO “AFTER SALES” SERVICE

“LET THE BUYER BEWARE”


Sin no 34

Sin No. 3

NO “AFTER SALES” SERVICE

NO BUDGET


Sin no 35

Sin No. 3

NO “AFTER SALES” SERVICE

Lesson learned:

Don’t sell to customers ---

create lasting customer relationships.


Sin no 4

Sin No. 4

  • NO “BEFORE SALES” SERVICE


Sin no 41

Sin No. 4

NO “BEFORE SALES” SERVICE

POOR COMMUNICATION


Sin no 42

Sin No. 4

NO “BEFORE SALES” SERVICE

UNCLEAR PROCEDURES


Sin no 43

Sin No. 4

NO “BEFORE SALES” SERVICE

INDIFFERENCE TO INQUIRERS


Sin no 44

Sin No. 4

NO “BEFORE SALES” SERVICE

INADEQUATE FACILITIES


Sin no 45

Sin No. 4

NO “BEFORE SALES” SERVICE

Lesson learned:

Treat all inquiries as potential customers.


Sin no 5

Sin No. 5

  • OPAQUE SERVICE


Sin no 51

Sin No. 5

OPAQUE SERVICE

NO APOLOGIES

NO EXPLANATION


Sin no 52

Sin No. 5

OPAQUE SERVICE

“CUSTOMERS CAN WAIT.”


Sin no 53

Sin No. 5

OPAQUE SERVICE

“WAITING IS PART OF SERVICE.”


Sin no 54

Sin No. 5

OPAQUE SERVICE

UNCLEAR PROCESS FLOWS


Sin no 55

Sin No. 5

OPAQUE SERVICE

Lesson learned:

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


Sin no 6

Sin No. 6

  • CONTENTIOUS SERVICE


Sin no 61

Sin No. 6

CONTENTIOUS SERVICE

“THE COMPLAINING CUSTOMER

IS ALWAYS WRONG.”


Sin no 62

Sin No. 6

CONTENTIOUS SERVICE

UNTRAINED FRONTLINERS


Sin no 63

Sin No. 6

CONTENTIOUS SERVICE

MISTRUST OF CUSTOMERS


Sin no 64

Sin No. 6

CONTENTIOUS SERVICE

NO RECOVERY PROCEDURE


Sin no 65

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

Sin No. 7

  • PAROCHIAL SERVICE


Sin no 71

Sin No. 7

PAROCHIAL SERVICE

“OUR LOCAL CLIENTS

ARE SATISFIED.”


Sin no 72

Sin No. 7

PAROCHIAL SERVICE

“WE ARE NOT EXPORTERS.”


Sin no 73

Sin No. 7

PAROCHIAL SERVICE

(in Timbuktu)

“ WE ARE THE

LOCAL INDUSTRY LEADER.”


Sin no 74

Sin No. 7

PAROCHIAL SERVICE

COMPLACENCY


Sin no 75

Sin No. 7

PAROCHIAL SERVICE

IGNORANCE OF

WORLD STANDARDS


Sin no 76

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 service1

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

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

Exercise on Customer Service

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

  • 15 minutes


Customer service

+

=

SYSTEM + SMILES = SERVICE

CUSTOMER SERVICE


Managing the moments of truth

MANAGING THE MOMENTS OF TRUTH


Customer service1

CUSTOMER SERVICE

  • QUALITY

  • CONSISTENCY

  • FLEXIBILITY

  • SPEED

SERVICE GOALS


Customer service2

CUSTOMER SERVICE

CONSISTENCY

PROVIDER

TIME

CUSTOMER

PLACE

PAYMENT

AMOUNT


Customer service3

CUSTOMER SERVICE

ATTENTION TO DETAIL


The 7 deadly sins of customer service

Visual Management


The customer of the new millennium

The customer of the new millennium

globalized

informationalized

perfectionist

process oriented

time conscious

environment conscious


The 7 deadly sins of customer service1

THE 7 DEADLY SINS OF CUSTOMER SERVICE

Prof. Rene T. Domingo

Asian Institute of Management


  • Login