Creating Customer Value & Exceeding Expectations

Transcription

1 SESSION 502 Thursday, April 14, 11:15am - 12:15pm Track: The Customer Experience Creating Customer Value & Exceeding Expectations Luke Keultjes Client Services Engineer, LifeWay Christian Resources luke.keultjes@gmail.com Session Description Each one of us is a customer. We interact with people who are the faces for the companies they represent, each of whom control the reality of our expectations, which are the sum of our past experiences, what others have said, and the company s reputation. Continually exceeding expectations shows that teams understand their customers and are ready to go above and beyond to ensure their satisfaction. These are the teams that offer the value-add aspect of the customer experience. In this session, you ll learn key principles that will ensure every support center interaction is a win for the customer, the analyst, and the IT organization. Speaker Background Luke Keultjes is a client services engineer for LifeWay Christian Resources. As a former analyst, Luke interacted with customers from the corporate office and LifeWay s 186 retail stores, summer camps, and conference centers. Before joining LifeWay in 2012, Luke served as a client technical support specialist for Dell Services Federal Government (DSFG), providing advanced support for US military personnel. Luke was the recipient and national winner of the 2014 HDI Analyst of the Year Award.

2 Session 502: Creating Customer Value & Exceeding Expectations Luke Keultjes Uncover Customer Expectations What Do We Do? Personal Experience Supporting People First

3 My Professional Backgrou The first step in exceeding your customer s expectations is to know those expectations. - Roy H. Williams

4 The first step in exceeding your customer s expectations is to know those expectations. - Roy H. Williams By knowing what customers expect, we can create a valued experience for them.

5 When I call for support I expect A Rapid Response

6 To have a courteous professional respond quickly and take ownership of my issue. Human Contact

7 I do not want to wait on hold for hours or spend lots of time punching numbers to get to the right department. To Be Heard

8 To be treated with respect, for my concerns and complaints to be validated and to end the conversation feeling like my problem was addressed. Knowledge Confidence

9 Someone who has the capability to take the correct steps necessary to adequately address my issue rather than redirecting me to another person or supervisor. Ownership Of Issue

10 Be honest with me, set my expectations, and deliver on commitments.

11 Value was created from the beginning of the interaction and carried through the entire experience from start to finish. Safelite delivered on every expectation. A Rapid Response Human Contact To Be Heard Knowledge Confidence Ownership Of Issue Earned my repeat business and recommendation.

12 Delivering a consistent experience delivers consistent results. It s not enough to simply support technology anymore. By supporting people we are building stronger relationships and customer satisfaction.

13 How do we respond and what does that show our customer? A Rapid Response

14 We Understand Urgency Human Contact

15 We Give Respect To Be Heard

16 We Actively Listen Knowledge Confidence

17 We Can Be Trusted Ownership Of Issue

18 We Are Committed To Excellence Understands Urgency Communicates Respect Actively Listens Builds Trust Committed To Excellence

19 Be A Team That Exceeds Create A Vision Statement For Your Team

20 To create an experience for our customers where they feel valued so that they remain confident in themselves and confident in what we can do to support them. To create an experience for our customers where they feel valued so that they remain confident in themselves and confident in what we can do to support them.

21 To create an experience for our customers where they feel valued so that they remain confident in themselves and confident in what we can do to support them. The first step in exceeding your customer s expectations is to know those expectations. A Rapid Response Human Contact - Roy H. Williams To Be Heard Knowledge Confidence Ownership Of Issue

22 Client Value Organization Value Customer Analyst Resolutio n Soft Skills Tech Skills Customer Analyst Resolutio n Soft Skills Tech Skills A Rapid Response Human Contact To Be Heard Knowledge Confidence Ownership Of Issue

23 Client Value Organization Value Customer Analyst Resolutio n Soft Skills A Rapid Response Human Contact To Be Heard Knowledge Ownership Confidence Of Issue Tech Skills Client Value Organization Value Customer Analyst Resolutio n Soft Skills A Rapid Response Human Contact To Be Heard Knowledge Ownership Confidence Of Issue Tech Skills Support people FIRST.

24 Every interaction is an opportunity to exceed customer expectation and to create a valued experience. Connect with your customer and seize every opportunity to create value!

25 Q&A Thank you for attending this session. Please don t forget to complete an evaluation form!

26 Luke Keultjes Connect with me on Linkedin