1. 1. Service: Identify Your Customers Needs Tonita Sanders
2. 2. Service: Identifying Customer Needs
3. 3. Topics for Discussion The Missing Ingredients Voice of the Customer How to identify your customers needs Claims Satisfaction Service Interaction and Claims
4. 4. Learning Objectives Upon completion of this class Learners will be able to: Identify quality as the customer defines it Take the steps to address your customers needs and expectations Identify which of their needs and expectations matter most to them Assess your customer interaction and how it impacts claims satisfaction
5. 5. Glossary FNOL Final Notice Of Loss CSI Customer Satisfaction Index KPI Key Performance Indicator VOC Voice of the Customer
6. 6. The Missing Ingredients Quality as the customer Defines it
7. 7. The Missing Ingredients Product Quality Service Quality
8. 8. The Missing Ingredient Almost 70 percent of the identifiable reasons why customers left typical companies had nothing to do with the product.
9. 9. What are the winners doing?
10. 10. The Voice Of The Customer Make the shift to a Customer Driven Company
11. 11. The Voice of the Customer Dedicated Customer Disgruntled Customer
12. 12. Business Serves 3 Kinds of Customers Final Customers Intermediate Customers Internal Customers
13. 13. HOW TO IDENTIFY YOUR CUSTOMERS NEEDS Create a Customer- Keeping Vision
14. 14. Ask probing questions
15. 15. Listen carefully, listen aggressively
16. 16. Act If the comments indicate an opportunity for a new product or trouble for a standard one, the company can act. Richard C. Whiteley
17. 17. The Standard For Success
18. 18. Claims Satisfaction J. D. Power and Associates 2011 Property Claims Satisfaction StudySM Management Discussion
19. 19. Claims Satisfaction: Why now? J.D. Power and Associates
20. 20. Claims Satisfaction
21. 21. Service Interaction and Claims
22. 22. Settlement Expectations Settlement: Key Performance Indicator
23. 23. Voice of the Customer
24. 24. Name one thing you learned today and how will you apply it in your work?
25. 25. What questions do you have?
26. 26. Resources: Richard C. Whiteley, The Customer Driven Company; Moving from Talk to Action: The Forum Corporation, Customer Focus Research Study, p. 35. The survey covered 3,300 employees in fourteen companies; the correlation was statistically significant at the level p =001. J.D. Power and Associates 2011 Property Claims Satisfaction Study SM Management Discussion, published by J.D. Power and Associates, copyright 2011 by J.D. Power and Associates, The McGraw-Hill Companies Copyright 2012 J.D. Power and Associates, The McGraw-Hill Companies, Inc.: J.D. Power Voice of the customer 2012 survey results