1. Qualitise Limited www.servicedeskinstitute.com Gathering, Analysing and Maximising Your Customer Feedback A Golden Opportunity Presented by Tony Ranson

2. Qualitise Limited www.servicedeskinstitute.com This Bit Is All About ME!

3. Qualitise Limited www.servicedeskinstitute.com Agenda The Golden Opportunity Positive and Negative Feedback The Feedback Process Training our Staff and Managers Linking Outcomes to CSI initiatives Dealing with Difficult Customers and Awkward Situations Measuring the Effectiveness of Your Feedback Mechanisms ----------------- Q and A Close

4. Qualitise Limited www.servicedeskinstitute.com Feedback - The Golden Opportunity Every item of feedback which we receive from our customers is a tremendous opportunity to learn what they like and dislike about the service we deliver to them 1. Like 2. Dislike

5. Qualitise Limited www.servicedeskinstitute.com Sources of Positive and Negative Feedback Surveys Compliments, Praise and Suggestions Meetings Letters of Complaints Verbal Communications Service Desk and Support Analysts

6. Qualitise Limited www.servicedeskinstitute.com Surveys Event Periodic One Time

7. Qualitise Limited www.servicedeskinstitute.com Net Promoter Survey The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes.

8. Qualitise Limited www.servicedeskinstitute.com Net Promoter Classifications Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of- mouth.

9. Qualitise Limited www.servicedeskinstitute.com Net Promoter Calculation Detractors Passive Promoters 12345678910 UnhappyNeutralExtremely Happy To calculate your company’s NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

10. Qualitise Limited www.servicedeskinstitute.com Regardless of Survey Types All negative scores feed into complaint system for investigation Record it Investigate it Action it Feedback to customer Report on it

11. Qualitise Limited www.servicedeskinstitute.com Praise, Suggestions and Complaints

12. Qualitise Limited www.servicedeskinstitute.com Did You Know? On average: A dissatisfied customer will tell 9 or 10 other people and about 13% will tell more than 20 other people. For every complaint received there are at least 24 not registered - 6 of which are serious.

13. Qualitise Limited www.servicedeskinstitute.com How many complaints do you get ? We don’t get complaints We don’t get many It’s a small number each month We get a lot

14. Qualitise Limited www.servicedeskinstitute.com Service Desk and Support Analysts Reactive Role Mr and Mrs Fix-it Culture Incident and Service Requests Logged Feedback Often Lost and Not Recorded

15. Qualitise Limited www.servicedeskinstitute.com Defining the Feedback Process Template forms, feedback categories Flowchart, Timeframes Resolution Closure

16. Qualitise Limited www.servicedeskinstitute.com Important Process Considerations Single Process IT wide? Timeframes Acknowledgements, progress updates, Outcomes Communication styles Oral, written - audit trail

17. Qualitise Limited www.servicedeskinstitute.com More Process Considerations Registers Compliments Suggestions Complaints Continual Service Improvements Using your SMS if possible Complaint queue

18. Qualitise Limited www.servicedeskinstitute.com Dealing with conflict Dealing effectively and successfully with difficult people means learning how to manage yourself first Communication is a two-way transaction even in difficult situations

19. Qualitise Limited www.servicedeskinstitute.com Unmistakable Signs of Conflict Change in tone of voice, rate of speech, volume or communication style Withdraws or clams up Use of ‘emotion’ words

20. Qualitise Limited www.servicedeskinstitute.com Recognising words of conflict Need Important Critical Financial ASAP High priority Fed up Tired of Displeased Upset Angry Worried Frustrated Annoyed Cross

21. Qualitise Limited www.servicedeskinstitute.com Techniques to Reduce and Eliminate Conflict Active listening Let the customer vent Do not interrupt Show empathy Be respectful

22. Qualitise Limited www.servicedeskinstitute.com Training for Staff and Managers Use of role play Video/sound bytes Ownership

23. Qualitise Limited www.servicedeskinstitute.com Training for Staff and Managers The gentle art of negotiation Win Win solution Good listening skills

24. Qualitise Limited www.servicedeskinstitute.com Empowering staff Ownership Offer to log a formal feedback Creation of a feedback log Apologise for the issue

25. Qualitise Limited www.servicedeskinstitute.com Dealing with Difficult Customers Types of difficult customers Angry Inconvenienced Arrogant Passive

26. Qualitise Limited www.servicedeskinstitute.com What is an Awkward Customer? Someone Whose behaviour is causing difficulties Whose behaviour is not their norm Whose behaviour is caused by an issue they need resolving Whose behaviour is not caused by us

27. Qualitise Limited www.servicedeskinstitute.com Dealing with Difficult Situations Abusive Customers are Rare – and can be difficult to handle well Ramblers Emotional Reluctant Closers Blamers

28. Qualitise Limited www.servicedeskinstitute.com Recognising and Rewarding Compliments and Praise Wall of Fame Pats on the back Prizes

29. Qualitise Limited www.servicedeskinstitute.com Linking CSI to Outcomes CSI

30. Qualitise Limited www.servicedeskinstitute.com Measuring the Effectiveness of your Feedback Handling Process Monthly Report for Management Distribution

31. Qualitise Limited www.servicedeskinstitute.com Closing Summary All feedback from customers is valuable Become a learning organisation Every opportunity is an opportunity to excel Become a trusted business partner

32. Qualitise Limited www.servicedeskinstitute.com Any Questions?

33. Qualitise Limited www.servicedeskinstitute.com Thanks for Listening Tony Ranson SDI Associate Mobile: 07764-613698 Email: tonyr@sdi-e.com