1. 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?
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2. How complex is the customer’s problem?
Simple
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3. How upset is the customer?
Complex
Calm
Upset
Simple
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4. 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
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Simple

5. 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?
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6. 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
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7. 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
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8. Populations can have subgroups
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9. Outcomes Vigorous discussion. Targets emerge for improvement.
Managers start targeted coaching for specific behaviors.
“Measure it, and it will improve.”
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10. 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.
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11. 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.
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