1. Century Link Customer Satisfaction
Vinh Nguyen, Nasrin Doudman, Mark Hukill, Kathleen Murphy

2. CENTURY LINK CUSTOMER SATISFACTION
We are very excited to have you on our Century Link team and want you to be proud to help people “Make every connection a strong one”.
WELCOME TO OUR TRAINING SEMINAR!

3. Day 1: What’s the Plan? Icebreaker Customer Turnoffs Break
Roleplay
Break
Customer Feedback
Summarize
End of Day 1

4. TIME TO BREAK THE ICE!!!!

5. WHAT ARE THE 3 CATEGORIES OF CUSTOMER TURNOFFS?

6. VALUE TURNOFFS Poor guarantee or failure to back up products
Quality not as good as expected
Price too high for value received
Overly complicated or difficult-to-use products

7. SYSTEMS TURNOFFS Slow service or help not available
Business place dirty, mess, or cluttered
Low selection or poor availability of product
Inconvenient location, layout, parking, or access

8. PEOPLE TURNOFFS Lack of courtesy, friendliness, or attention
Employees who lack knowledge or are not helpful
Sloppy appearance, poor grooming, or annoying mannerisms
Distracting clothing, piercing, or tattoos

9. CREATE LOYAL CUSTOMERS
Zone of Indifference
Value Service Recovery
Customer Loyalty Grows When Service is Your Core Business
Earn Your Customer’s Loyalty with Three Steps

10. CUSTOMER FEEDBACK
Welcome it, take note of it, take steps to address the issue
Feedback as a form of coaching
Negative comments show us what we need to change.
Help us improve our business.

11. BE COMMITTED TO FEEDBACK
Where we are: Reluctant-Complaint
Where we should be headed: Active Listening & Metric Conscious
Why should we care about feedback?

12. RECEIVING FEEDBACK Make it easy for people to voice complaints
Act on input quickly and efficiently
Others ways to get feedback
Open ended questions
Focus Groups
Explorer Groups
Customer Surveys
Mystery Shoppers

13. End of Our First Day!!!!
What did we learn today?

14. Day 2
HALFWAY DONE!

15. Day 2 Overview How to properly use telephone for good customer service
Learn about particular areas of change that have significant impact on customer service
One-to-one customer service

16. Use the telephone correctly for Good Service
Answer with Professionalism
Thank People for Calling
Smile
Handle the Upset Caller with Tact and Skill
Speak Clearly and Distinctly
Keep Callers on Track
When Making Outgoing Calls Ask, “Is This a Convenient Time to Talk?”
Take Messages Cheerfully and Accurately
Use the Hold Button and Call Transfer Correctly
Don’t Let the Telephone Interrupt and important Live Conversation  

17. Three particular areas of change within customer service
Personalization
Technology
Globalization

18. Personalization
Customers do not like being treated like a demographic category
Customers demand individually specified products or services
Only way to thrive as a business is to adapt to these customer demands

19. Technology Change in marketplace is driven by technology
A very useful tool to help us adjust to the customer demands
Has reshaped expectations of customers
Customers expect our website to be helpful and user friendly.

20. Globalization Change
Adjusting demographics to fit proper generation and culture
With a new generation of consumers, we must adapt to their needs and wants
We must be aware of the variety of cultures and expectations

21. One-to-one customer service
Getting to know the customers wants and interests by observing customer
Builds relationships that allow us to earn larger share of customers business
The more we know about message receiver, the better we can personalize a message to their interests.

22. End of Training
What did we learn?

23. Thank You for Coming!!!