Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.

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Presentation transcript:

Six Steps Customer Service to Improving

>CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty + years marketing transit >Los Angeles, Dallas and Denver Matt Raymond

>Expectation >Transactional >Experience >Relationship >Reflects brand Customer Service

>Poor reputation >Low customer satisfaction >Constant media target >No consumer brand >Seven-minute telephone wait times Los Angeles: 2002

>Approach from customer’s viewpoint >Talk with people on the front line >Research and look at trends >Track everything possible >Capitalize on strengths >Address weaknesses Evaluate

>Customer satisfaction >Public Perception >Service quality >Market growth Vision

>Throughout organization >Critical at front line >Customer contact points >Meet expectations >Deliver on promises Commit

>Great people >Motivated >Dedicated >High morale >Enjoy other people People

>Ergonomics >Equipment >Vehicles and facilities >Information systems >Support systems >Mobile Technology

>Welcome environment >For employees >For customers >Friendly >Delivers on brand Environment

>Good reputation >High customer satisfaction >Positive media presence >Exceptional Metro brand >Below two-minute telephone wait times Los Angeles: 2013

Evaluate from a customer’s perspective Create a vision of service Commit to the customer Position your people to do great things Identify and implement the right technology Build a service environment inside and out Six Steps

Evaluate People Vision Technology Commit Environment Repeat

>Matt Raymond >Celtis Ventures, LLC >CeltisVentures.com >(213) Thanks