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Two dimensions of the customer experience
Complexity of problem How much technical expertise (product knowledge) does the customer require for first-time resolution? Upsetness How much interpersonal skill (customer service skill) is needed to handle the customer? 8/28/2019
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How complex is the customer’s problem?
Simple 8/28/2019
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How upset is the customer?
Complex Calm Upset Simple 8/28/2019
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If we could “segment” incoming calls…
“Let me route you to the right person…” Complex Complex problem, calm customer Complex problem, upset customer Calm Upset Simple problem, calm customer Simple problem, upset customer 8/28/2019 Simple
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Two dimensions of service and support competencies
Technical product knowledge (PQ) How good is the rep’s technical expertise for the given product? Note – reps would have different PQ ratings for different products Troubleshooting skill (TQ) How quickly and well can the rep solve complex problems and calm upset customers? 8/28/2019
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Measuring two dimensions of Rep competency
High PQ Average PQ Metrics from product training tests, service training, new hire training PQ (Product Quotient): classroom/theory technical product knowledge Metrics from Quality Monitoring reports TQ (Troubleshooting Quotient): logical problem solving, ability to handle upset customers Average TQ High TQ 8/28/2019
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Segmenting the rep population
Map the competencies of the rep population High PQ Average PQ Average TQ High TQ Complex problems, calm customers Complex problems, upset customers X Customer calls can be routed to the appropriate segment of the rep population Simple problems, calm customers Simple problems, upset customers 8/28/2019
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Populations can have subgroups
8/28/2019
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Outcomes Vigorous discussion. Targets emerge for improvement.
Managers start targeted coaching for specific behaviors. “Measure it, and it will improve.” 8/28/2019
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The most important commodity is time.
Business pressures inevitably fill up all the time available. There’s not enough time for training, not enough time for one-on-one coaching. In that context you have to be very economical in your movements. Have the greatest impact with the least effort and the shortest amount of time. 8/28/2019
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Save time = Reduce costs, improve cust sat
Shorten time to train trainers. Shorten time for trainers to train reps. Shorten time to develop & maintain training material. Shorten time-to-resolution. Shorten coaching time. 8/28/2019
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