the 7 deadly sins of customer service
Download
Skip this Video
Download Presentation
THE 7 DEADLY SINS OF CUSTOMER SERVICE

Loading in 2 Seconds...

play fullscreen
1 / 71

THE 7 DEADLY SINS OF CUSTOMER SERVICE - PowerPoint PPT Presentation


  • 343 Views
  • Uploaded on

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?.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about ' THE 7 DEADLY SINS OF CUSTOMER SERVICE' - primo


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

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 wait 25.5%
  • CEO calls to customers 23.1%
  • mystery shoppers 22.1%
  • director visits to branches 21.0%
  • lobby visits with customers 20.5%
  • ex-customer exit interviews 17.1%
  • monitoring phone pick-up time 11.3%
  • customer focus groups 11.0%
  • complaint hotline 2.5%
  • recording of call-center conversations 2.5%
  • customer town meetings 2.1%
  • NONE 23.4%
slide4

“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.”

slide5

“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.”

slide7

“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
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 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

ad