UNLEASHING WORLD CLASS MEMBER SERVICE THROUGH SERVICE CONSISTENCY

 UNLEASHING   WORLD  CLASS MEMBER  SERVICE  THROUGH  SERVICE  CONSISTENCY  UNLEASHING   WORLD  CLASS MEMBER  SERVICE  THROUGH  SERVICE  CONSISTENCY - Start

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UNLEASHING WORLD CLASS MEMBER SERVICE THROUGH SERVICE CONSISTENCY - Description

Presenter: Dawn Richards. CEO | Principal Consultant DRA CONSULTING LTD.. ID: 776042 Download Presentation

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UNLEASHING WORLD CLASS MEMBER SERVICE THROUGH SERVICE CONSISTENCY




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Presentations text content in UNLEASHING WORLD CLASS MEMBER SERVICE THROUGH SERVICE CONSISTENCY

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UNLEASHING WORLD CLASS MEMBER SERVICE THROUGH SERVICE CONSISTENCYPresenter: Dawn RichardsCEO | Principal Consultant DRA CONSULTING LTD.

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SHIFTING TO EXCEPTIONAL

Presenter:

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EXCEPTIONAL HUSBAND

EXCEPTIONAL WIFE

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HE Tnter:

GREAT SERVICE IS EXCEPTIONAL GREAT SERVICE IS CONSISTENT

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HE Tnter:

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In Other WordsGo From This

To This

CUSTOMER SERVICE

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CUSTOMER CARE

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Monday Morning, a CSR located at an Insurance Company is meeting her first three customers.

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Customer Experience Scenario

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GREAT SERVICE DELIVERY IS ABOUT DELIVERING AN EXCEPTIONAL MEMBER EXPERIENCE CONSISTENTLYPresenter:MAKEK

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EXCEPTIONAL SERVICE +CONSISTENT SERVICE = Member Delight (Stories)Top Of Mind Greatest Share Of Wallet

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WAKE UP CALLGROWING DISINCLINATION TO TOLERATE LESS THAN IDEAL EXPERIENCEVALUE FOR MONEYPresenter:Presenter:MAKEK

TURNING POINT

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LOW CUSTOMER EFFORT (CES)MEMBER LOYALTY: AT 4-5 ON SCALEStandardized And ConsistentCourteous, Eager To Serve EmployeesSense Of Urgency, TimelinessConsistently Efficient TransactionsMobile And Online ServicesFriendly ProcessesMembers State Business OnceSeamless Transactions

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RECOGNIZING GREAT SERVICE

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THE STORIES WE WANT OUR MEMBERS TO TELLREPUTATION FOR EXCEPTIONAL MEMBER EXPERIENCE

UNLEASHING GREAT SERVICE

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EMPLOYEE CARE (Experience)MEMBER CARE (Experience)

UNLEASHING GREAT SERVICE

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RE-ENERGIZE PEOPLERE-ENGINEER SERVICEPresenter:MAKEK

UNLEASHING GREAT SERVICE

Let’s Calculate Our Starting Point

AKEK

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RE-ENERGIZE PEOPLE: HOW?

Discover And Eliminate Employee Pain Points (

Employee Care)

2. Introduce Employee Care Activities

3. Right Managers and Supervisors who promote professionalism, high performance and lead by example

4. Invest in workforce management skills training for leadership team

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RE-ENERGIZE PEOPLE: HOW?

Promote Teamworking And Collaboration (Eliminate Silos)Create A Culture Of Recognition And Reward7. Internal Service = External Service8. Eliminate Employee Resistance To Delivering Great Service

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RE-ENGINEER SERVICE: HOW?

INTERNAL ECOSYSTEM

Assess State Of Service Delivery

Discover Members’ Pain Points

Change Employee Psychological Contract With The Member -

From pain to pleasure to serve

4. Remediate Weaknesses Along The Internal Service Delivery Pipeline

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NOBODY RAVES ABOUT AVERAGE

Bill

Quiseng

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WHY SHOULD MEMBERS CHOOSE YOUR CREDIT UNION? YOU CREATE VALUE FOR MEMBERS

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REENGINEER SERVICE: HOW?

HIGH TOUCH Member ExperienceAll Members Greeted On EntryMembers Feel Welcome Every Time They Interact With The Credit UnionFriendly, Courteous, Eager To Serve Employees, Warm SmilesPersonalized Member CareFollow Up, Return CallsNothing Is Too Much Trouble For Members

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REENGINEER SERVICE: HOW?

HIGH TECH Member ExperienceService Driven By Speed, Convenience, Urgency, TimelinessMultiple Channels Of Service Delivery (mobile, online)Swift TransactionsEase Of Doing Business (CES)Highly Responsive To RequestsVoice Of The Member Channel - Continuous Member Insight

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REENGINEER SERVICE: HOW?

Making It StickLeadership Team EnforcementReliable And Predictable SOPsDeclare Service Charter | SLAsEliminate Employee Resistance To Delivering Great ServiceRemove Members’ Pain PointsEnable Low Customer EffortPlug Into HR SystemsMeasure, Measure, Measure

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REENGINEER SERVICE: HOW?

Building Member InsightIdentify Growth SegmentsPredict Future Needs | Sell Solutions TodayShift To ECommerce| Online | MobileAll Transactions Rated By Members In Real Time

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DISRUPT THE STATUS QUO

REBRAND CULTURE: HOW?

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SHIFT HAPPENS

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DISRUPT OURSELVES

Shift From Our Accustomed Way Of Thinking

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ORGANIZATIONAL: Disrupt Status Quo

REPUTATIONAL: Member Delight

PEOPLE: Lead And Line Motivation

SERVICE: 360, Consistent, New Drivers

ROI: Share Of Wallet, Reputation, Member Experience Differentiation

EXPERIENCE: Branded,

Consistent

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A MASTERPLAN IS CRUCIAL

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WHAT WILL WE BE KNOWN FOR IN THE SERVICE DELIVERY UNIVERSE?

INNOVATION EXCEPTIONAL EXPERIENCE RELIABILITY EASE OF DOING BUSINESS

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Thank You !!

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Thank You !!


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