Transcript The Service Strategy Cycle

Achieving IT Service Excellence
Steve Kenneally
Ouellette & Associates
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The Service Strategy Cycle
The Service Strategy Cycle
Service
Expectations
Service
Communications
CLIENT
Service
Oriented Staff
Complaint
Management
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Page 1.03
Complaint Management
Why Do Clients Leave?
 Poor attitude: 68%
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 Dissatisfied with Product or Service: 14%
.
 Competitive Reasons: 9%
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 Develop Other Relationships: 5%
 Move Away/Leave the Area: 3%
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Page 1.07
Complaint Management
Complaint Iceberg
5% Complain to management
45% Complain to front line
50% Never complain
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Page 1.09
Complaint Management
How would you handle this complaint?
“I received technical help from Mary,
I know she is one of your peers. She
is very rude and treated me poorly. I
regret that I ever asked for help. Oh,
BTW, I turned in a request for local
admin rights at least a month ago
and I haven’t heard anything”
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Page 1.10
Service Expectations
Service Expectations Choices
BASIC
Focus
$$$
Time
Involvement
Options
ENHANCED
PREMIUM
Transactions Convenience Relationship
Low
Some
Expensive
Fast/Quick
Medium
Long
Low
Moderate
Extensive
Limited
More
Unlimited
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Page 2.02
Service Oriented Staff
Service Sins
 The DILLIGAD
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The Ignorer
The Icicle
The Patronizer
The Promiser
The Great Evader
The X.Q.S.er
The Technology Abuser
The Rule Master
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Pages 3.02-3.12
Service Oriented Staff
Moments of Truth
“Any episode in which the client comes
into contact with any aspect of the
organization and gets an impression of
the quality of its service. It’s the basis of
setting and fulfilling client expectations
and ultimately client satisfaction.”
- Jan Carlzon
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Page 3.16
Learning About Clients
Tools for Learning About Your Clients
1. Reading
2. Listening
3. Providing Structure
4. Team Involvement &
Collaboration
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Pages 4.15-4.16
Service Oriented Staff
Styles of Serving the IT Client
High
Counselor
Problem
Solver
Untapped
Resource
Provider
Low
High
Responsiveness
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Pages 3.26-3.27
Wrap-up
Summary
Poor Service
 12 positive client service interactions for 1 negative
 68% leave based on the poor attitude of Service provider
Service Recovery
 Complaints – Learn to embrace them
 Make sure to do something with them
Service Strategy & Levels
 3 Levels: Basic, Enhanced, Premium- clear agreement
Service Sins
 Things that irritate clients during the service experience.
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Wrap-up
Summary
Moments of Truth
 “A moment of truth is that precise instant when the customer
comes into contact with any aspect of your business and, on
the basis of that contact, forms an opinion about the quality
of your service and potentially, the quality of your product.”
Communication
 Create Press Statements focused on the clients’ WIIFM
Service Styles
 4 Styles: Provider, Counselor, Problem Solver, UTR.
 Situational - Provider, Problem Solver and Counselor.
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Achieving IT Service Excellence
[email protected]
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