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Chris0311
ab221_unit_4_seminar.pptxUnit 4 Seminar
Customer Service
Kaplan University
Unit 4 To Do List:
Complete the assigned Reading.
Complete the Learning Activities.
Participate in the Discussion.
Complete the Assignment.
Participate in the Seminar or complete the Alternative Assignment.
Complete the Assignment.
Take the short Quiz.
Unit 4 Outcomes
Analyze a customer service SWOT.
Diagram improvements to an existing customer service plan.
Agenda:
Customer Service plan
Customer Experience Life Cycle
Inhouse, offshoring, outsourcing
Online self service
Customer Service Plan
Company Mission: (Company purpose- Why is the company in business?)
Ex: The company provides technology to help companies create a cleaner environment.
Company Vision: Ex: To become an environmental and compliance consulting company (in other words to drive themselves out of business-such that there is no need to create technologies anymore, just service the existing ones)
Values Statement: Ex: We value doing what we say we will do. We are honest in our interactions with stakeholders, and care for the environment.
Customer Service Plan
1. Customer research, feedback, and data analysis:
SWOT Analysis and datamining results and analysis (what does this analysis tell you?)
2. Department Goals and Strategy:
What does the company want to accomplish using SMART goals?
Strategy: How will the department reach these goals?
What incentives and motivation will be provided to CSRs?
Customer Service Plan
3. Target Customers:
Who are the company’s customers versus end users?
Define the demographics (age, gender, location, income level etc., personality, life style and stage of life cycle).
Based on feedback and datamining, what do you know about them, their needs, preferences, and purchasing habits?
Customer Service Plan
4. The Value Proposition:
What does the company offer the customer and how? How does it build the relationship with the customer? What benefit beyond the product or service you offer does the customer derive from this relationship? What information or opportunities does the company provide (with the customer‘s consent) to access other supplier products or services? Ho w does what the company offers differ from the competition? This is where a company can show the Customer Experience Life Cycle for their specific products or services.
Customer Service Plan
5. Customer Interface:
How does the company go about interacting with the customer? What mediums does it use?
Website:
Social Media:
YouTube
Advertising:
Live Chat:
Customer Service Plan
6. Personnel/ Training
How many CSRs are there currently and are there any plans for hiring more CSRs? Is this need substantiated by sales and the allocated Customer Service Department budget?
Is there a need for additional training or new hire training based on the answer to the previous questions? Is there sufficient funding for the training in the budget?
Customer Service Plan
7. Budget
This is where the Customer Service Manager allocates certain amounts of the budget to the different expenses involved in running the customer service department.
8. Implementation
Quarterly actions needed:
Customer Experience Life Cycle
How is the customer service function implemented in the company?
Homeshoring
IN-House
Nearshoring
Offshoring
Outsourcing
What are some positives and negatives of each?
Let’s talk about Self-Service
Very familiar with online website
Easy to use
Positives
Negatives
Examples and experiences?
