Century Link Customer Satisfaction

Vinh Nguyen, Nasrin Doudman, Mark Hukill, Kathleen Murphy

CENTURY LINK CUSTOMER SATISFACTIONWe are very excited to have you on our CenturyLink team and want you to be proud to help people “Make every connection a strong one”.

WELCOME TO OUR TRAINING SEMINAR!

Day 1: What’s the Plan?

Icebreaker Customer Turnoffs

Roleplay Break Customer Feedback

Feedback Game Summarize End of Day 1

TIME TO BREAK THE ICE!!!!

WHAT ARE THE 3 CATEGORIES OF CUSTOMER TURNOFFS?

VALUE TURNOFFS

Poor guarantee or failure to back up products Quality not as good as expected Price too high for value received Overly complicated or difficult-to-use products

SYSTEMS TURNOFFS

Slow service or help not available Business place dirty, mess, or cluttered Low selection or poor availability of product Inconvenient location, layout, parking, or access

PEOPLE TURNOFFS

Lack of courtesy, friendliness, or attention Employees who lack knowledge or are not helpful Sloppy appearance, poor grooming, or annoying mannerisms Distracting clothing, piercing, or tattoos

CREATE LOYAL CUSTOMERS

Zone of Indifference Value Service Recovery Customer Loyalty Grows When Service is Your Core Business Earn Your Customer’s Loyalty with Three Steps

CUSTOMER FEEDBACK

Welcome it, take note of it, take steps to address the issue Feedback as a form of coaching

Negative comments show us what we need to change. Help us improve our business.

BE COMMITTED TO FEEDBACK

Where we are: Reluctant-Complaint Where we should be headed: Active Listening & Metric Conscious Why should we care about feedback?

RECEIVING FEEDBACK

Make it easy for people to voice complaints Act on input quickly and efficiently Others ways to get feedback

Open ended questions Focus Groups Explorer Groups Customer Surveys Mystery Shoppers

End of Our First Day!!!!

What did we learn today?

Day 2HALFWAY DONE!

Day 2 Overview

How to properly use telephone for good customer service Learn about particular areas of change that have significant impact

on customer service One-to-one customer service

Use the telephone correctly for Good Service

Answer with Professionalism Thank People for Calling Smile Handle the Upset Caller with Tact and Skill Speak Clearly and Distinctly Keep Callers on Track When Making Outgoing Calls Ask, “Is This a Convenient Time to

Talk?” Take Messages Cheerfully and Accurately Use the Hold Button and Call Transfer Correctly Don’t Let the Telephone Interrupt and important Live Conversation

 

Three particular areas of change within customer service

Personalization Technology Globalization

Personalization

Customers do not like being treated like a demographic category Customers demand individually specified products or services Only way to thrive as a business is to adapt to these customer

demands

Technology

Change in marketplace is driven by technology A very useful tool to help us adjust to the customer demands Has reshaped expectations of customers

Customers expect our website to be helpful and user friendly.

Globalization Change

Adjusting demographics to fit proper generation and culture With a new generation of consumers, we must adapt to their needs

and wants We must be aware of the variety of cultures and expectations

One-to-one customer service

Getting to know the customers wants and interests by observing customer

Builds relationships that allow us to earn larger share of customers business

The more we know about message receiver, the better we can personalize a message to their interests.

End of Training

What did we learn?

Thank You for Coming!!!