1. Value Learning Session
24th March 2010
Customer Expectations :A Fluid Landscape

2. Agenda
Duration
Time Description
(min)
9:00 a.m. - 9:05 a.m. Welcome and Context Setting 5
Anand Kasturi— ‘Escalations :
9:05 a.m. - 9:30 a.m. 25
Customer and Their Expectations’
9:30 a.m. - 9:50 a.m. Murali Nayak—’Escalation Prevention’ 20
9:50 a.m. - 10:00 a.m. Roundtable 10
© 2009 Avaya Inc. All rights reserved. 2

3. House Keeping
Webinar will go into Lecture Mode during
the Presenters session
Presentation slides and webinar recording
will be uploaded to the NASSCOM GEPS
Community Page
Participants encouraged to post questions in
the ‘Discussion Area’ of the webconference –
We will try to answer all your questions
3

4. Escalations : Customer and Their Expectations
Anand Kasturi
4

5. Escalations
Customers And Their
Expectations
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

6. Overview
The Pyramid Problem
Why escalations
Empowerment
Turning the pyramid upside-down
Customer expectations
‘Normal’ vs ‘Escalation’ how expectations change
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

7. The Pyramid Problem
top
middle
bottom
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

8. The Pyramid Problem
Where do most customer ‘moments of truth’ occur?
Relatively within the hierarchy
Who has the least authority?
Who has the least resources?
Who has the least influence on internal suppliers?
Who is usually least informed?
…
Organisation structure is designed for the frontline to fail!
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

9. The Customer’s Solution
top
middle
bottom
Customers
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

10. The ‘Bottomline’
Escalations are ‘inefficiencies’
They are a waste for everyone concerned
What is your status?
Do you measure the number of escalations?
Do you monitor/ track escalations?
Product? Process? Customer? Employee?
Do you root-cause why the escalation happened in the
first place?
Do you have a process to prevent escalations?
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

11. The Inverted Pyramid
Customers
Frontline
Rest of
organisation
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

12. Empowerment
Authority
.. And beyond
Knowledge
Information
Resources
Support
Budgets
Permission
Encouragement
Network …
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

13. Checklist
Do you know exactly what the frontline needs?
Have you asked them?
What do you need, in order for you to be able to
manage your customers?
Do you know how competent they are on the
required needs/ skills?
Do you have a clear plan for ongoing empowerment
of your frontline?
Training
Assessment
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

14. SERVQUAL
The five dimensions
Assurance
Empathy
Reliability
Responsiveness
Tangibles
Under ‘normal’ circumstances –
Reliability
Assurance + Responsiveness
Empathy
Tangibles
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

15. Under Escalation …
The order changes …
Assurance
Responsiveness + Empathy
Reliability
Tangibles
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

16. Handling Escalations
As soon as possible, do you demonstrate
Assurance:
I am competent, have expertise
I take ownership
Empathy:
Let me summarise what I have understood of your situation
You are concerned about …
Responsiveness:
I will respond quickly, within …
I will keep you continuously updated, engaged
I am always accessible
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

17. Summary
Monitor, track, manage escalations
Focus on empowerment of frontline
Demonstrate Assurance, Empathy, Responsiveness
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

18. Questions?
Dr Anand Kasturi for NASSCOM www.anandkasturi.com

19. Escalation Prevention
Murali Nayak
Avaya India Pvt. Ltd.

20. Escalation Prevention
Murali Nayak, Avaya India Pvt. Ltd.

21. Real Time Survey Results
© 2009 Avaya Inc. All rights reserved. 21

22. Customer Satisfaction
As far as customers are concerned we are the company.
This is not a burden, but the core of our job.
We hold in our hands the power to keep customers coming
back -- perhaps even to make or break the company
Author unknown
© 2009 Avaya Inc. All rights reserved. 22

23. Customer Satisfaction
As far as customers are concerned we are the company.
This is not a burden, but the core of our job.
We hold in our hands the power to keep customers coming
back -- perhaps even to make or break the company
Author unknown
© 2009 Avaya Inc. All rights reserved. 23

24. Escalation Prevention
Think Understand Execute
Paradigm Escalation Proactive
Shift Triggers Approach

25. Paradigm Shift
Input Text Input Text Input Text
‘Product’ Live Review of Front line Reactive
Competence customer Inhibitions Service to
to ‘Service’ issues ‘Service
Competence Recovery’

26. Escalation Triggers
Statusing – documentation
Cross product issues
Hand off issues
Diagnostic/troubleshooting approach
Lack of ‘displayed confidence’
‘Perceived’ language barriers
© 2009 Avaya Inc. All rights reserved. 26

27. Proactive Approach
How Critical
Are We?
Cultural Customer Freedom to
Sensitivity Centricity Delegate
Upwards
© 2009 Avaya Inc. All rights reserved. 27

28. The Evolution of Customer Satisfaction
Customers perception is our reality
Author unknown
© 2009 Avaya Inc. All rights reserved. 28

29. Q&A
© 2009 Avaya Inc. All rights reserved. 29

30. Roundtable
30

32. Thank You
To write to the GEPS Group, please
email : geps@nasscom.in