Service Design 5: Customer Service
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Fifth lecture on service design at KISK of Masaryk University, Brno, Czech Republic. This time on importance, key principles and best practices of customer service.
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While company can always spend more time and budget in understanding its user, they still represent opportunity cost when there is just so many things happening in a startup. That said, starting a product without basic understanding of the users breed disaster. In this set of slides, I'll share some common techniques which allow companies to learn more about its user and design an experience that is contextual to its business and users.
Ovum Presentation 20 Tips
This document provides 75+ tips for achieving IT service management (ITSM) goodness. Some key tips include focusing on clear and measurable business goals when selling projects, starting with short-term wins and realistic plans, listening to business users to understand their needs, making service level agreements simple and measurable, investing in a brilliant service desk with the right people, and focusing on culture change to cut through traditional IT approaches. The overall message is that ITSM success depends more on people, communication, and business focus than just processes and documentation.
Enhancement Training Course Program Curriculum
This document provides an overview of an enhancement training course for personnel to improve performance metrics. The mission is to advance skills and increase relationship and customer satisfaction metrics. The timeline is 4 hours of training per shift for the first 2 weeks, then 3 hours for weeks 3-4. Participants must meet targets or may face consequences. The facilitator will monitor progress and deliver weekly reports. Training topics include active listening, call handling, networking, troubleshooting, and developing positive behaviors to improve customer satisfaction. Daily activities are planned to build rapport, knowledge, retention, and confidence.
We Do WHAT?: A Higher Ed Customer Experience Audit | iFactory at Illinois Web...
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Useful JTBD training eng
Understanding is everything. JTBD is the best framework for product marketing and management, but it can seem a bit hard to grasp. USEFUL can help your team to do that.
IIMK Casebook 2021.pdf
The candidate begins by thoroughly scoping the profitability problem by asking clarifying questions about the type of profit (margin vs amount) and specific products affected. They then explain the key frameworks of analyzing profitability through revenues, costs (variable vs fixed), and doing a value chain analysis. The candidate signals they will explore each cost element systematically, starting with the largest, and look at both price and efficiency factors. Their goal is to find the major drivers of declining profitability and recommend solutions like negotiating costs, improving processes, or altering the product mix.
Interview Preparation
The document provides guidance on preparing for different types of job interviews. It discusses behavioral, situational, resume-based, industry/function-based, case-based, and guesstimate interviews. For each type, it provides examples of common questions and recommends how to prepare, including using frameworks like STAR and Porter's Five Forces. Mistakes to avoid are also outlined. The goal is to help candidates understand interview formats and structure their responses effectively.
Kick Off and Interview preparation
This document provides an overview of Daksh 2020 - Placement Excellence Program which focuses on best practices for interview preparation. It discusses what recruiters look for in candidates, different types of interviews including behavioral, situational, resume-based, and case interviews. For each interview type, it provides examples of common questions, tips on how to prepare, and common mistakes to avoid. The document also covers industry/function-specific interviews, guesstimates questions, and things to keep in mind for virtual interviews.
Customer Service Excellence PowerPoint Presentation Slides
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
Project Success
This document discusses keys to successful project management. It outlines common project challenges like unrealistic deadlines, scope creep, and lack of communication. Good project managers are described as enthusiastic leaders who can plan, adapt, and motivate teams. The importance of understanding stakeholders and managing expectations is emphasized to ensure the project satisfies the customer. Risk management, change management, and linking projects to corporate strategy are identified as critical factors for optimizing project success in an organization.
Teams Nation Kettukari 23.3.2022.pdf
This document outlines 5 common ways that user adoption of new technologies can fail. They are: 1) Not doing any adoption at all and just focusing on technical implementation. 2) Doing the wrong project that does not actually address user needs. 3) Mistaking training for adoption by only providing technical trainings. 4) Having no internal ownership so no one is responsible for the adoption. 5) Trying to implement the whole change at once like "eating the whole cake" instead of taking a continuous, iterative approach. The document recommends focusing on the human side of change, utilizing service design to identify real needs, creating a vision and roadmap, training within work contexts, assigning internal ownership, and taking a plan-do-check-
OGSA - Attract, Select, Train and Retain, A Great Team - McKinley Solutions
Building the right team can really make or break your year. With only a core few on the team year round, staffing up each season provides both an opportunity and a challenge. We will walk through in detail the steps needed to form a great team. Starting from before they become an employee until they move on to the next stage of their career, each step is critical.
Attracting and selecting team members is no small job as you know. We will walk through the practical steps to make this easier for you. We show you how to not only confirm skills, but assess for culture fit with your team. From tips and templates to maximize today’s technology to attract great people to establishing a consistent selection process we will help start off the season on a great foot.
Engaging and training team members is your biggest challenge as it requires great planning in the off season and even greater day to day energy to connect with the 4 generations in the work force. Legislated training is a must, it does not mean it needs to be a bore. Ongoing mentoring and leadership is the focus you should have on training, it is a culture not and event.
Empowering and retaining is a tricky one, with such a season impact on your business. Now that you have a great team, how do you keep them, how do empower them to the next level, how do you get them to come back next season? Learn some techniques from exit interviews to off season communication and seasonal leadership roles that will increase empowerment and retain the best of the best.
Problem Solving: The P in PDSA
Recorded webinar: http://slidesha.re/1tGIZaH
Subscribe: http://www.ksmartin.com/subscribe
Purchase the book: http://bit.ly/TOObk
Effective problem solving is not an innate skill that most people are born with.
Even for those few few lucky ones who are born with natural problem-solving talent, it is often drummed out of them by parents, teachers, and bosses. And those whose academic preparation would lead you to believe that they're highly skilled in this area (such as engineers and physicians) regularly fall prey to sloppy problem solving.
The good news is that effective problem solving is a skill that can be developed. Everyone can learn to solve problems effectively given the will and ample practice with a skilled coach/teacher.
This webinar focuses on the P (plan) phase of the PDSA/PDCA cycle (plan-do-study-adjust), which is the most difficult phase of scientific problem solving for people to master. Topics include:
• Setting a target condition
• Problem clarification
• Scoping and qualifying the problem
• Root cause analysis
Watch this lively discussion and learn the important first steps for closing the gap between where you are and where you'd like or need to be.
As preparation for the webinar, you may want to read the Discipline chapter in Karen's Shingo Award-winning book, The Outstanding Organization. www.ksmartin.com/TOO
Project report titles for mba in human services management
Dear Students
We can help you to write total dissertation/project report.
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Step 1) Helping you in Selection of topic.
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Summer Internship Report 2009
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The document provides information about an upcoming design review lecture. It outlines that student teams will present their final designs and submit design specification documents. The presentations should convincingly tell the design story from research to final design. Key benefits of the new solutions and the visual appearance of the design should be shown. Presentations should be no longer than 20 minutes. The next meeting will include every team presenting their final design and submitting design specs documents, followed by a 360-degree evaluation.
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- 1. Service Design Customer Services Service Design Course VIKMB32 5
- 2. 2 What‘s the news this week?
- 3. Good and bad Customer service 3 1. Why is it a corner-stone of services 2. How should it be set up and managed 3. Good and bad practices 4. Handling problematic situations with grace
- 4. Why it matters anyway? 4 82 % People stopped doing business with the company after bad experience with staff. 95 % People turned bad experience into action (complaint, negative recommendation to friends etc.) 22 % People got any kind of response to their complaint. Customer Satisfaction Report Data for 2010
- 5. How to manage great services 5 1. Shared vision like Airbank 2. The right mind set like Zappos 3. Good training like Starbucks 4. Performance measurement (NPS, individual assessment) like all of the above
- 11. Listen Acknowledge the problem Take problem-solving action Thank them, and Explain what you've done
- 13. 13 ZCLT Stories – Zappos 8 hour call with customer
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- 15. Until Next Time 1) List most striking overdeliveries in services you have met so far and explain them to the group. 2) Please read one of the following books. 15
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