Setting customer expectations as a key to customer satisfactionRobert DauterSr. Manager European Support, Central Europe

Introduction

SCP Results

Support in different geographies

Survey results

SCP Achievements

Achievements

Cognos Global Customer Support

Agenda

Expectations

Tools

Support

Service

Sales

Expectations

Definitions: 1. belief about (or mental picture of) the future 2. the sum of the values of a random variable divided by the number of values 3. the feeling that something is about to happen 4. wishing with confidence of fulfillment

Bezeichnung für die gedankliche Vorwegnahme und gleichzeitige Vergegenwärtigung eines kommenden Ereignisses

To think or believe something will happen

Expectations

Product related Features

Enhancement

3rd Party

Unsupported Environments

Unsupported Products

Product Quality

Support related Support Contract

Support Program

SLA

Organization

Skills

Example:Transactional Survey Results rated as unsatisfied :55% Expectations

33% Product22% Support

25% Others

20% Support performance

Affecting Customer Expectations

Customers Expectations

SalesSupport

Material / Publications

Pre- / Post- Sales

Experience Skills

Experience

Geographic

Culture / Mentality

Vendors and Support Models

Products

Customer Positioning

Tools

Publications / Material Support Guide,E-Mail Signature, Newsletter, Collaterals,Welcome Packages, etc. …

Web Appearance

Web Contents

Events User Conference, Roundtablesetc.

Support / New Hire and Training

All activities are based on area, market place, case complexity, customer profile, volume planning.

Recruitment

New Hire Training Customer Support Orientation Buddy System Handbook Policy’s and Procedures

Analyst Certification

Soft skills training

Technical Sales Service

Support Organization

Global Organization

Share best Practice

Same level of support and answers everywhere

Clearly define Goals and Targets

Call Back Model vs. IVR

Pre- / Post-Sales

New Hire Training

Service in Support

Technical Sales Service

Meetings

Support Info Letters and Alerts

Talk, Talk, Talk

Sales

A Customer support analyst are not sales representatives. The sales rep. is the owner of the account. They should be able to do a better job in set expectation, because it is a part of their business.

Sales Management commit New Hire training Sales meeting Direct Communication Feedback to the team

Identification Motivation Addressing new customers

Questions

?