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Facilitating Excellence in Customer Service: An Insight from other Sectors
- 1. Customer Service Transformation in Social Housing 20th February 2014
- 2. Facilitating excellence in customer service An insight from other sectors Mike McMaster Client Services Director
- 3. Customer Service is… Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction
- 4. Customer Service vs “Hard” Business Measures • Satisfaction
- 5. Customer Service vs “Hard” Business Measures • Satisfaction • Payment collection • Debt management • Managing assets • Repairs, inspections & certifications • Regulatory requirements
- 6. Customer Service vs “Hard” Business Measures • Satisfaction • Payment collection • Debt management • Managing assets • Repairs, inspections & certifications • Regulatory requirements £
- 7. Customer Service vs “Hard” Business Measures • Satisfaction • Payment collection • Debt management • Managing assets • Repairs, inspections & certifications • Regulatory requirements £
- 11. Quadrupled the money collected Reduced serial delinquency Increased customer satisfaction
- 12. Challenges: No-one at home Redelivery costs Cost of phone calls
- 15. HELP! I’M STUCK IN A LIFT!
- 16. 94% agreed that a text message is a good way to be kept informed about the progress of their claim 80% said getting a text message stopped them getting in touch* *Equality Impact Assessment for SMS Text Messaging across DWP
- 17. “SMS services benefit our customers. By keeping them better informed of progress or reminding them about interviews or payments, we can improve the level of customer service and reduce the need for them to contact the Department to chase action.”* *Equality Impact Assessment for SMS Text Messaging across DWP
- 20. Average user looks at their mobile 150 times per day
- 22. “Put your best people onto mobile” Eric Schmidt - Chairman of Google
- 24. “85% of decision-making is emotional” Richard Hytner Deputy MD Saatchi & Saatchi
- 26. Customer Service vs “Hard” Business Measures • Satisfaction • Payment collection • Debt management • Managing assets • Repairs, inspections & certifications • Regulatory requirements £
- 27. Customer Service vs “Hard” Business Measures • Satisfaction • Payment collection • Debt management • Managing assets • Repairs, inspections & certifications • Regulatory requirements £
- 29. Mike McMaster Client Services Director Rapide Communication Ltd www.rantandrave.com / @rapideuk 07946 265 024 / mike.mcmaster@rapide.co.uk
Editor's Notes
- Good morningI suspect that we are all here for the same reason. A reason that might have lots of different manifestations, but at its core, I think that we are all interested in the same thing?We all want to get more value for our businessesI want to look at how you can drive more business valueby cutting right to the heart of what real customer loyalty is . And I don’t think that this is fluffy, or vague, or measured by indicators or indices.
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- One of the best channels for this is something that everyone has with them, pretty much all the time The power of a timely text, triggered by their transaction on your loyalty scheme, to capture emotion and feedback, in their own words, right at that Moment of Truth If you are not convinced by the power of the mobile channel as a great place to start, then just bear in mind that:There are more mobiles than there are people in the UKRemember how uncomfortable you felt the last time you forgot to take your mobile with you60% of the UK population even sleep with their mobile phones.
- One of the best channels for this is something that everyone has with them, pretty much all the time The power of a timely text, triggered by their transaction on your loyalty scheme, to capture emotion and feedback, in their own words, right at that Moment of Truth If you are not convinced by the power of the mobile channel as a great place to start, then just bear in mind that:There are more mobiles than there are people in the UKRemember how uncomfortable you felt the last time you forgot to take your mobile with you60% of the UK population even sleep with their mobile phones.
- There are other case studies that I could share with you, however as they are not in the public domain, Citylink, Fedex, DhL, BOC, suffice to sat that the solutions we provide are not a million miles away from the one I’m about to describe, and are a mix of B to C and B to B.In Feb of this yearGeopost recognised a need to increase the number of succesful first time deliveries they made, when a customer wasn’t available to take delivery the parcel would be returned to the depot and they would attempt to redeliver twice more . This created 2 problems, increased costs and as the vans have a finite capacity for delivery each redelivery meant that available resource for new parcel delivery decreased. Furthermore geopost were keen to ensure that the delivery servide they were providing was a seamless extension of the shopping experience.The group engaged the help of Rapide’s Inform & Interact solution to help ensure regular communication at each stage of the supply chain which not only improves processes but also increases customer satisfaction. The implemented solution, aptly named by DPD and Interlink Express as ‘Predict’, meansthat customers are now notified by text message about when to expect their delivery. An initial message informs them which day to expect the delivery and asecond, sent on the day of delivery, advises them of a one hour timeslot. If the recipient knows they won’t be in to sign for their package, they can reply back requesting a more suitable time for delivery or for the parcel to be left with a neighbour.
- There are other case studies that I could share with you, however as they are not in the public domain, Citylink, Fedex, DhL, BOC, suffice to sat that the solutions we provide are not a million miles away from the one I’m about to describe, and are a mix of B to C and B to B.In Feb of this yearGeopost recognised a need to increase the number of succesful first time deliveries they made, when a customer wasn’t available to take delivery the parcel would be returned to the depot and they would attempt to redeliver twice more . This created 2 problems, increased costs and as the vans have a finite capacity for delivery each redelivery meant that available resource for new parcel delivery decreased. Furthermore geopost were keen to ensure that the delivery servide they were providing was a seamless extension of the shopping experience.The group engaged the help of Rapide’s Inform & Interact solution to help ensure regular communication at each stage of the supply chain which not only improves processes but also increases customer satisfaction. The implemented solution, aptly named by DPD and Interlink Express as ‘Predict’, meansthat customers are now notified by text message about when to expect their delivery. An initial message informs them which day to expect the delivery and asecond, sent on the day of delivery, advises them of a one hour timeslot. If the recipient knows they won’t be in to sign for their package, they can reply back requesting a more suitable time for delivery or for the parcel to be left with a neighbour.
- One of the best channels for this is something that everyone has with them, pretty much all the time The power of a timely text, triggered by their transaction on your loyalty scheme, to capture emotion and feedback, in their own words, right at that Moment of Truth If you are not convinced by the power of the mobile channel as a great place to start, then just bear in mind that:There are more mobiles than there are people in the UKRemember how uncomfortable you felt the last time you forgot to take your mobile with you60% of the UK population even sleep with their mobile phones.
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- But even more than that - we need to offer customers a choice of channels
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- One of the best channels for this is something that everyone has with them, pretty much all the time The power of a timely text, triggered by their transaction on your loyalty scheme, to capture emotion and feedback, in their own words, right at that Moment of Truth If you are not convinced by the power of the mobile channel as a great place to start, then just bear in mind that:There are more mobiles than there are people in the UKRemember how uncomfortable you felt the last time you forgot to take your mobile with you60% of the UK population even sleep with their mobile phones.
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to
- Real loyalty is customers spending moremoney And getting other people to become customers and start spending too Because they want to