Digital Services Management Flashcards
Illustrate typology of services
Self service: online procurement
Interactive services: interactive remote services
Provider service: remote diagnosis
Machine-tomachine service: Automated updates, condition and status monitoring
what are the Company objectives for customer service?
- secure accessablity
- save time of qualified sales and service people
- cost control in service
- customer satisfaction
- single point of contact (spoc)
- part of corporate identity
- professionalization of customer contact management
Describe the 4 steps of The Service Strategy Design
- Definition of the vision for service: What do you want to read in which newspapers about your customer service?
- Design of companies service portfolio:
- Which service do we run?
- Which service could be automated?
- Make or buy? - Definition of the IMPACt (ignore, monitor, participate, activate, control)
- Definition of
- processes,
- capabilities needed
- flow of information and
- IT infrastructure.
Draw the value-irritant-matrix and explain
Simplify: Improve underlying operations
Leverage: Spend more time/exploit
Eliminate: root cause Analysis
Automate: customer self service
To the company
Value: learn, cut costs, increase revenues
Irritant: Do not want interaction
To the cutomer
Value: Save money, get support and advice
Irritant: no need for interaction
Draw the contact center service blueprint
slide 164
—–Agents, Know-how, technology, etc
—–Field service technician, additional services employees
Call -> waiting Queue -> call center Agent -> telling the problem -> Answer to question -> getting solution -> Hang up
- Active/ Passive Waiting Queue
- ACD: automatic call distribution
- CTI: computer telefone integration
- Database
- Documentation
Explain the customer service process, what are the steps and the three levels?
Customer level:
- Customer question/problem: • we want to know about customer`s problems, we want to solve them
• which channel does the customer use? • customer needs to know about access
- Customer problem solved: • Important: check customer satisfaction level • Is the customer problem solved?
• are all promises met? • learn from customer case
1st level:
- Understanding the problem:• how is the problem/question received: personal (via phone) or automatic (e.g. email, fax), • Identify the customer (customer data, history) • What is the problem?
- Dispatching: The pareto principle is also valid for customer service. That means: 80 % of the volume of all customer problems could be solved quickly and by generalists (1st level). - Time is Money!
• 20 % of the volume of all customer problems need an individual solution and could be solved only by specialists (2nd level).
- Check solution: Check of solution database (primarily 1st Level)
- Answer to customer: • Work on solution proposal • Basis for further discussion with the customer
- Commitment:• summarize customer solution „ok, we committed on the following steps …“
2nd level:
- Understanding the problem: • receive customer problem from 1st level organisation: double check info, don‘t ask the same questions, summary of understanding and clarification of the customer‘s problem.
- Check solution:• check missing information for solution - customer address (e.g. for sending documents)
- Answer to customer:• Work on solution proposal • Basis for further discussion with the customer
- Commitment: • give clear and reliable service level agreements (sla) „I will send you the brochure TODAY“,„you will receive them next tuesday at the latest.“
Name the (7) most important KPIs in customer service:
Key Performance Indicators:
- first contact resolution rate (FCR)
- average accessability (phone) Service Level = x % customers answered in y seconds
- Number of problems solved
- average response time (email, fax, letter)
- average solution time (in h)
- fulfillment of service level agreements (SLA) (e.g. for sending material or for call back)
- level of customer satisfaction (e.g. with the solution, with the process)
