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

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%


The 7 deadly sins of customer service

“Beautifying Branches” level of customer service quality?

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” level of customer service quality?

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 level of customer service quality?

not an accident.”


The deadly sins of customer service
THE DEADLY SINS OF CUSTOMER SERVICE level of customer service quality?

  • 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 level of customer service quality?

  • BUREAUCRATIC SERVICE

bad service = slow service


Sin no 11
Sin No. 1 level of customer service quality?

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 level of customer service quality?

BUREAUCRATIC SERVICE

TOO MANY

HANDOFFS


Sin no 13
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

OVER CONTROL

(inspecting the

Inspector)

MISTRUST


Sin no 14
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

Banking Benchmark?


Sin no 15
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

UNDERSTAFFING

OVERLOADING


Sin no 16
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

OVERSPECIALIZATION


Sin no 17
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

UNEMPOWERED STAFF


Sin no 18
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

“THE BOSS IS ALWAYS RIGHT.”


Sin no 19
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

UNSYSTEMATIC PROCEDURES


Sin no 110
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

NO SERVICE STANDARDS


Sin no 111
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

CLERICAL ERRORS


Sin no 112
Sin No. 1 level of customer service quality?

BUREAUCRATIC SERVICE

UNRELIABLE EQUIPMENT


Sin no 113

FAST LANE level of customer service quality?

ONE TRANSACTION ONLY

Sin No. 1

BUREAUCRATIC SERVICE

WRONG BENCHMARK


Sin no 114
Sin No. 1 level of customer service quality?

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 level of customer service quality?

  • “ONE SIZE FITS ALL” SERVICE


Sin no 21
Sin No. 2 level of customer service quality?

“ONE SIZE FITS ALL” SERVICE

INFLEXIBLE, IMPERSONAL

(“Everybody’s the same.”)


Sin no 22
Sin No. 2 level of customer service quality?

“ONE SIZE FITS ALL” SERVICE

UNINNOVATIVE

(no imagination)


Sin no 23
Sin No. 2 level of customer service quality?

“ONE SIZE FITS ALL” SERVICE

ONE POLICY

(to the letter)


Sin no 24
Sin No. 2 level of customer service quality?

“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 level of customer service quality?

“ONE SIZE FITS ALL” SERVICE

Lesson learned:

Don’t mass produce, mass-customize.


Sin no 3
Sin No. 3 level of customer service quality?

  • NO “AFTER SALES” SERVICE


Sin no 31
Sin No. 3 level of customer service quality?

NO “AFTER SALES” SERVICE

TRANSACTION

ORIENTATION


Sin no 32
Sin No. 3 level of customer service quality?

NO “AFTER SALES” SERVICE

SALES QUOTA

ORIENTATION


Sin no 33
Sin No. 3 level of customer service quality?

NO “AFTER SALES” SERVICE

“LET THE BUYER BEWARE”


Sin no 34
Sin No. 3 level of customer service quality?

NO “AFTER SALES” SERVICE

NO BUDGET


Sin no 35
Sin No. 3 level of customer service quality?

NO “AFTER SALES” SERVICE

Lesson learned:

Don’t sell to customers ---

create lasting customer relationships.


Sin no 4
Sin No. 4 level of customer service quality?

  • NO “BEFORE SALES” SERVICE


Sin no 41
Sin No. 4 level of customer service quality?

NO “BEFORE SALES” SERVICE

POOR COMMUNICATION


Sin no 42
Sin No. 4 level of customer service quality?

NO “BEFORE SALES” SERVICE

UNCLEAR PROCEDURES


Sin no 43
Sin No. 4 level of customer service quality?

NO “BEFORE SALES” SERVICE

INDIFFERENCE TO INQUIRERS


Sin no 44
Sin No. 4 level of customer service quality?

NO “BEFORE SALES” SERVICE

INADEQUATE FACILITIES


Sin no 45
Sin No. 4 level of customer service quality?

NO “BEFORE SALES” SERVICE

Lesson learned:

Treat all inquiries as potential customers.


Sin no 5
Sin No. 5 level of customer service quality?

  • OPAQUE SERVICE


Sin no 51
Sin No. 5 level of customer service quality?

OPAQUE SERVICE

NO APOLOGIES

NO EXPLANATION


Sin no 52
Sin No. 5 level of customer service quality?

OPAQUE SERVICE

“CUSTOMERS CAN WAIT.”


Sin no 53
Sin No. 5 level of customer service quality?

OPAQUE SERVICE

“WAITING IS PART OF SERVICE.”


Sin no 54
Sin No. 5 level of customer service quality?

OPAQUE SERVICE

UNCLEAR PROCESS FLOWS


Sin no 55
Sin No. 5 level of customer service quality?

OPAQUE SERVICE

Lesson learned:

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


Sin no 6
Sin No. 6 level of customer service quality?

  • CONTENTIOUS SERVICE


Sin no 61
Sin No. 6 level of customer service quality?

CONTENTIOUS SERVICE

“THE COMPLAINING CUSTOMER

IS ALWAYS WRONG.”


Sin no 62
Sin No. 6 level of customer service quality?

CONTENTIOUS SERVICE

UNTRAINED FRONTLINERS


Sin no 63
Sin No. 6 level of customer service quality?

CONTENTIOUS SERVICE

MISTRUST OF CUSTOMERS


Sin no 64
Sin No. 6 level of customer service quality?

CONTENTIOUS SERVICE

NO RECOVERY PROCEDURE


Sin no 65
Sin No. 6 level of customer service quality?

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 level of customer service quality?

  • PAROCHIAL SERVICE


Sin no 71
Sin No. 7 level of customer service quality?

PAROCHIAL SERVICE

“OUR LOCAL CLIENTS

ARE SATISFIED.”


Sin no 72
Sin No. 7 level of customer service quality?

PAROCHIAL SERVICE

“WE ARE NOT EXPORTERS.”


Sin no 73
Sin No. 7 level of customer service quality?

PAROCHIAL SERVICE

(in Timbuktu)

“ WE ARE THE

LOCAL INDUSTRY LEADER.”


Sin no 74
Sin No. 7 level of customer service quality?

PAROCHIAL SERVICE

COMPLACENCY


Sin no 75
Sin No. 7 level of customer service quality?

PAROCHIAL SERVICE

IGNORANCE OF

WORLD STANDARDS


Sin no 76
Sin No. 7 level of customer service quality?

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 level of customer service quality?

  • 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 level of customer service quality?

  • 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 level of customer service quality?

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

  • 15 minutes


Customer service

+ level of customer service quality?

=

SYSTEM + SMILES = SERVICE

CUSTOMER SERVICE


Managing the moments of truth
MANAGING THE level of customer service quality?MOMENTS OF TRUTH


Customer service1
CUSTOMER SERVICE level of customer service quality?

  • QUALITY

  • CONSISTENCY

  • FLEXIBILITY

  • SPEED

SERVICE GOALS


Customer service2
CUSTOMER SERVICE level of customer service quality?

CONSISTENCY

PROVIDER

TIME

CUSTOMER

PLACE

PAYMENT

AMOUNT


Customer service3
CUSTOMER SERVICE level of customer service quality?

ATTENTION TO DETAIL


The 7 deadly sins of customer service

Visual Management level of customer service quality?


The customer of the new millennium
The customer of the new millennium level of customer service quality?

globalized

informationalized

perfectionist

process oriented

time conscious

environment conscious


The 7 deadly sins of customer service1

THE 7 DEADLY SINS OF CUSTOMER SERVICE level of customer service quality?

Prof. Rene T. Domingo

Asian Institute of Management