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.
Slide2SHIFTING TO EXCEPTIONAL
Presenter:
Slide3EXCEPTIONAL HUSBAND
EXCEPTIONAL WIFE
Slide4Presenter:
HE Tnter:
GREAT SERVICE IS EXCEPTIONAL GREAT SERVICE IS CONSISTENT
Slide5Presenter:
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
Slide8Presenter:
GREAT SERVICE DELIVERY IS ABOUT DELIVERING AN EXCEPTIONAL MEMBER EXPERIENCE CONSISTENTLYPresenter:MAKEK
Slide9Presenter:
EXCEPTIONAL SERVICE +CONSISTENT SERVICE = Member Delight (Stories)Top Of Mind Greatest Share Of Wallet
Slide10Presenter:
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
Slide12THE STORIES WE WANT OUR MEMBERS TO TELLREPUTATION FOR EXCEPTIONAL MEMBER EXPERIENCE
UNLEASHING GREAT SERVICE
Slide13EMPLOYEE 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
Slide22Presenter:
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
Slide23Presenter:
REENGINEER SERVICE: HOW?
Building Member InsightIdentify Growth SegmentsPredict Future Needs | Sell Solutions TodayShift To ECommerce| Online | MobileAll Transactions Rated By Members In Real Time
Slide24Slide25Slide26DISRUPT THE STATUS QUO
REBRAND CULTURE: HOW?
Slide27Slide28SHIFT HAPPENS
Slide29DISRUPT OURSELVES
Shift From Our Accustomed Way Of Thinking
Slide30ORGANIZATIONAL: 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
Slide31A MASTERPLAN IS CRUCIAL
Slide32WHAT WILL WE BE KNOWN FOR IN THE SERVICE DELIVERY UNIVERSE?
INNOVATION EXCEPTIONAL EXPERIENCE RELIABILITY EASE OF DOING BUSINESS
Slide33Slide34Thank You !!
Slide35Thank You !!
UNLEASHING WORLD CLASS MEMBER SERVICE THROUGH SERVICE CONSISTENCY
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