1. © Copyright 2011 1 Achieving IT Service Excellence Steve Kenneally Ouellette & Associates Welcome to

2. © Copyright 2011 2 CLIENT Service Expectations Complaint Management Service Oriented Staff Service Communications Page 1.03 The Service Strategy Cycle

3. © Copyright 2011 3 Why Do Clients Leave? Poor attitude: Poor attitude:. 68% Dissatisfied with Product or Service: Dissatisfied with Product or Service:. 14% Competitive Reasons: 9% Competitive Reasons: 9%. Develop Other Relationships: 5% Develop Other Relationships: 5%. Move Away/Leave the Area: 3% Move Away/Leave the Area: 3%. Page 1.07 Complaint Management

4. © Copyright 2011 4 5% Complain to management 45% Complain to front line 50% Never complain Complaint Iceberg Page 1.09 Complaint Management

5. © Copyright 2011 5 How would you handle this complaint? Page 1.10 I received technical help from Mary, I know she is one of your peers. She is very rude and treated me poorly. I regret that I ever asked for help. Oh, BTW, I turned in a request for local admin rights at least a month ago and I havent heard anything Complaint Management

6. © Copyright 2011 6 Service Expectations Service Expectations Choices BASIC ENHANCED PREMIUM Page 2.02 Focus$$$TimeInvolvementOptionsTransactionsLowFast/QuickLowLimitedConvenienceSomeMediumModerateMore RelationshipExpensiveLongExtensiveUnlimited

7. © Copyright 2011 7 The Icicle The Icicle Service Sins The Promiser The Promiser The DILLIGAD The DILLIGAD The Ignorer The Ignorer The Patronizer The Patronizer The Rule Master The Rule Master The Great Evader The Great Evader The X.Q.S.er The X.Q.S.er The Technology Abuser The Technology Abuser Pages 3.02-3.12 Service Oriented Staff

8. © Copyright 2011 8 Any episode in which the client comes into contact with any aspect of the organization and gets an impression of the quality of its service. Its the basis of setting and fulfilling client expectations and ultimately client satisfaction. - Jan Carlzon - Jan Carlzon Page 3.16 Moments of Truth Service Oriented Staff

9. © Copyright 2011 9 Pages 4.15-4.16 9 Tools for Learning About Your Clients 1.Reading 2.Listening 3.Providing Structure 4.Team Involvement & Collaboration Learning About Clients

10. © Copyright 2011 10 High High Empathy Responsiveness Provider Counselor ProblemSolver UntappedResource Low Pages 3.26-3.27 Service Oriented Staff Styles of Serving the IT Client

11. © Copyright 2011 Summary Wrap-up Poor Service 12 positive client service interactions for 1 negative 12 positive client service interactions for 1 negative 68% leave based on the poor attitude of Service provider 68% leave based on the poor attitude of Service provider Service Recovery Complaints – Learn to embrace them Complaints – Learn to embrace them Make sure to do something with them Make sure to do something with them Service Strategy & Levels 3 Levels: Basic, Enhanced, Premium- clear agreement 3 Levels: Basic, Enhanced, Premium- clear agreement Service Sins Things that irritate clients during the service experience. Things that irritate clients during the service experience.

12. © Copyright 2011 Summary Wrap-up Moments of Truth A moment of truth is that precise instant when the customer comes into contact with any aspect of your business and, on the basis of that contact, forms an opinion about the quality of your service and potentially, the quality of your product. A moment of truth is that precise instant when the customer comes into contact with any aspect of your business and, on the basis of that contact, forms an opinion about the quality of your service and potentially, the quality of your product. Communication Create Press Statements focused on the clients WIIFM Create Press Statements focused on the clients WIIFM Service Styles 4 Styles: Provider, Counselor, Problem Solver, UTR. 4 Styles: Provider, Counselor, Problem Solver, UTR. Situational - Provider, Problem Solver and Counselor. Situational - Provider, Problem Solver and Counselor.

13. © Copyright 2011 13 Achieving IT Service Excellence skenneally@ouellette-online.com Thank you!