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Referred to as the "Female Tom Peters"; internationally renowned, award winning, speaker consultant, Ivy Meadors, with over 28 years of experience, is a seasoned expert specializing in business, customer service and technical support. She is recognized as one of the industry's most respected leaders. Ivy is CEO and founder of High Tech High Touch Solutions, Inc.™, a full-service, vendor neutral, consulting firm specializing in service and support of the enterprise from a comprehensive viewpoint.
Together with her team, she has provided innovative solutions with extraordinary results to hundreds of Fortune 1000 companies throughout the world. Her business focus is far-reaching from people considerations to best practice processes to technology solutions.
Would you like to have high-performing, fully committed team members, a technologically advanced support environment, and incredibly loyal customers? High Tech High Touch Solutions, Inc.™ will develop your enterprise into one that offers exemplary customer services, realizes high returns on investments, has outstanding leaders and committed employees, with the primary focus always on business excellence and the customer’s experience.
High Tech High Touch Solutions, Inc.™ ~~~ 425-398-9292 ~~~ Ivy@hthts.com ~~~www.hthts.com
Creating Indispensable Service and Support Organizations: Avoid becoming a commodity
Learn methods to make your organization become an indispensable corporate asset. The level of value provided to the organization is the distinguishing factor to determine if your Service Desk or Contact Center is indispensable.
This session uses the outsourcing argument as the basis for understanding the true potential value of your Service Desk or Contact Center. What are the qualities that will guarantee management believe your operations are mission critical? This presentation shows you where to focus your efforts to realize the greatest gains.
Make the most of every opportunity for improvement. Recognize and destroy the sacred cows. Learn proven methods to make your organization become an indispensable corporate asset.
Create an Indispensable Organization
And Avoid Becoming a Commodity
Presented By Ivy Meadors
See end of slide deck for additional resources
1981 First MF Problem Management Systems
IBM - InfoMan & Peregrine Systems – PMS
1985 First Client Service application for PCs
1989 Client Server Systems come to life
Peregrine, Magic, Heat and a few others
1989 First Client Server KM System
Symbologic – was Primus – now ATG
U S West Communications 1989: 93% 1st Call Resolution
“Not core to the business”
“Cheaper if someone else does it”
“Someone else can do it better”
“Organizations generally outsource a ‘Help Desk,’ not a ‘Service Desk’ (ITIL)”
“In top three jobs with highest attrition: Call Centers”
Commodity:Help Desk logs and escalates calls
Asset:Service Desks solve calls and are proactive in identifying issues and accurate solutions
Be core to the business, not overhead
Have a critical viewpoint
Focus on solving business problems
Goal Model: Best service is no service
“Be willing to surrender what you are, for what you could become.“
“I’ve never had to contact Amazon about any matter. I have had, in essence, no customer service from Amazon.
Put another way, I have had such perfect customer service, the service itself has been transparent.
That is exactly what Amazon wants:
“The goal is perfect customer service through no customer service.”
Source: Fast Company April 2001 article:
“Betrayed! The Biggest Lie in Business: The Customer is In Charge”
Have a different viewpoint: “Concave Contacts”
There are many traditions that we uphold, many processes and methods that have become "sacred cows". They can be out dated, ineffective, even destructive, and yet we don’t see them and will never consider changing them.
But we must! We must seek out and destroy these destructive sacred cows.
“Follow the MAG Tape”
SACRED COWS MAKE THE BEST BURGERS http://www.kriegel.com/robert_kriegel_books.htm
People who use yesterdays thinking in today’s game will be gone tomorrow
- Robert Kriegel
CRM = Sales, Marketing, & Service
(Customer Relationship Management)
(Sales Force Automation)
Leads / Prospects
Contact Management Database (CMS)
Who’s buying / reading / downloading / accessing “stuff”
What “stuff” are they getting
Why are they buying / reading / downloading / accessing it
When was the last time they got the “stuff”
How long since they were last “touched”
Saves time later
Builds rapport quickly (e.g. Karaoke, pets)
Schedule follow-up activities and FUP!
Differentiates you from your competitors
Know your contact in real-time
“Every customer should be made to feel that the organization cares about them personally.”
“360 view of contacts”
Strategy to contact your customers / end users
Data capture process
CMS (i.e. Heat, Goldmine)
“Immediate access to customer details”
“Call directly from CMS system!”
5. Monitor contacts, coach, reward, and take action (e.g. Didn’t know they weren’t making any effort to up-sell, voice tone, # times customer asked them to repeat, etc.)
A recent survey conducted jointly by Call Center Magazine and our sister publication, Managing Offshore, reflects this predicament.
The survey found that 65% of companies think that their customers go away "highly satisfied" after a call, while only 22% of customers actually reported walking away "highly satisfied.“
Switching modes now…
“27% of U.S. adults who go online read blogs.”
- Anick Jesdanun, Associated Press
Hosted and installed versions available for some
Loads of Blog info
Blog Business Summit - Seattle
Article on Blogs applicable to those publishing books
Forum for Bloggers
Manage costs: think of the entire company, not just your immediate group.
Call Centers are the front door to your external customers.
Help Desks are the backbone that guarantees the success for your employees to serve those end most crucial customers.
Eliminate the unnecessary work, scale-back functions, change in mindset, and the right team together will result in establishing
“An indispensable Help Desk or Call Center that’s Ahead of the Curve and Indispensable!”
Loads of Content for the Service and Support Professionals
Northwest Support Professionals
Sign up at: nwsupportprofessionals.org
Northwest Call Center Professionals
Help Desk Northwest
Sign up now!!
Call Center and Help Desk professional’s newsletter focused on creating indispensable service and support groups; comes loaded with resources, viewpoints, tips, books, and ideas that you can apply now.
Sign up at www.hthts.com
High Tech High Touch Solutions, Inc.
Resources in presentation
SACRED COWS MAKE THE BEST BURGERS http://www.kriegel.com/robert_kriegel_books.htm
KCS KNOWLEDGED CENTERED SUPPORT
Success Principles by Jack Canfield
Trump: How to Get Rich
1.The credo will be known, owned and energized by all employees.
2.We are ladies and gentlemen serving ladies and gentlemen.
3.The three steps of service shall be practiced by all employees.
4.Smile. We are on stage. Always maintain positive eye contact.
5.Use the proper vocabulary with guests. Eliminate hello, hi, okay, and folks.
6.Uncompromising levels of cleanliness are the responsibility of every employee.
7.Create a positive work environment. Practice teamwork and lateral service.
8.Be an ambassador of the hotel inside and outside of the workplace. Always talk positively, no negative comments.
9.Any employee who receives a complaint owns the complaint. (Resolve it).
10.Instant guest pacification will be insured by all. Respond to guest wishes within 10 minutes of the request. Follow-up with a phone call within 20 minutes of the request to ensure their satisfaction.
11.Use guest incident action forms to communicate guest problems to fellow employees and managers. This will help ensure that our guests are never forgotten.
12.Escort guests rather than pointing out directions to another area of the hotel.
13.Be knowledgeable of hotel information to answer guest inquiries
14.Use proper telephone etiquette. Answer within two rings and with a smile. Ask permission to put a caller on hold. Do not screen calls. Eliminate call transfers whenever possible.
15.Recommend the hotel's food and beverage outlets prior to outside facilities.
16.Uniforms are to be immaculate. Wear proper footwear clean and polished and your correct nametag.
17.Ensure all employees know their roles during emergency situations and are aware of procedures. Practice fire and safety procedures monthly.
18.Notify your supervisor immediately of hazards, injuries, equipment or assistance needs you have.
19.Practice energy conservation and proper maintenance and repair of hotel property and equipment.
20.Protecting the assets of the Ritz Carlton Hotel is the responsibility of all employees.
“Call monitoring to offer immediate training”
Am I a good listener?
Can I hear what isn’t being said?
What’s it like to know me?
What’s it like to work for me?
What’s it like to work with me?
How effectively do I communicate?
Do I have goals and aspirations?
Does my enthusiasm and direction in my life
Do I positively impact those around me? (i.e. dreams,
Do I try things that are out of the norm or considered a risk?
Would you work for you?
Do I really hear and listen to their spoken & unspoken words?
As many as 3 calls are made to get a status of an incident already called in.
Average cost per call at the conservative $20 each, now represents a $60 per incident cost and three calls excluding incalculable productivity loss.