9/21/2017

1

TEAM VS TIERSESSION # 106

@TeamsRock

Gregg Gregory

@TeamsRock

WHAT DO THESE

COMPANIES HAVE IN

COMMON?

SESSION 106 Wednesday, November 1, 10:15am - 11:15am

Track: Improving Service Management

ITSM Success: Team vs. Tier

Gregg Gregory CEO, Teams Rock LLC gregg@teamsrock.com

Session Description As customers become more engaged and web-based help systems become more ubiquitous, the time-worn standard of tier-based service for many customers, is no longer appropriate. Customer expectations may be on the rise, but some things will always remain consistent: solid reputations are built on consistency, quality, and delivery. This session explores the benefits of engaging your team in a swarm approach that will lead to organizational growth and success through exceptional customer service.

Speaker Background Recently named one of the Top 25 Thought Leaders in Technical Support and Service Management by HDI, Gregg Gregory’s expertise exceeds expectations. With almost thirty years of experience working at all levels within corporate America, Gregg’s programs create a winning culture that complements every organization;s mission, vision, and values. Gregg is a Certified Speaking Professional (CSP) and past president of the National Speakers Association’s Washington, DC chapter.

9/21/2017

2

@TeamsRock

WALL OF FAME WALL OF SHAME

@TeamsRock

CUSTOMERS HAVE…

9/21/2017

3

@TeamsRock

Previous Experiences

Other People’s Experiences

Contracts

Advertising and Marketing

@TeamsRock

WHAT CUSTOMERS EXPECT…

Attention

Respect

Helpfulness

Dependability

Understanding

Extra Mile Attitude

9/21/2017

4

@TeamsRock

GENERATE THE

Used to express strong feeling (as pleasure or surprise)

A feeling or belief about how successful, good, etc., someone or something will be

DEFINITION OF EXPECTATION:

DEFINITION OF WOW: …BY EXCEEDING EXPECTATIONS

Source: Merriam Webster Dictionary

@TeamsRock

CUSTOMER SERVICE P/E RATIO

9/21/2017

5

@TeamsRock

IF YOUR P/E RATIO IS. . . 

EQUAL TO 1

Then customer is satisfied

LESS THAN 1

Then customer is not satisfied and will tell multitudes of others of his/her horrific ordeal

GREATER THAN 1

Then the customer is ecstatic and will tell others of his/her positive experience

@TeamsRock

HILLSTONE RESTAURANTS

9/21/2017

6

@TeamsRock

S.W.A.R.M. to Serve

IDENTIFY THE

DOES IT A SWARM

THE TEAM AND BRAINSTORM

ISSUES COLLABORATIVELY

CONTACT BACK WITH CUSTOMER

@TeamsRock

IDENTIFY THE

9/21/2017

7

@TeamsRock

DOES IT WARRANT A SWARM

@TeamsRock

ASSEMBLE THE TEAM

9/21/2017

8

@TeamsRock

RESOLVE ISSUES COLLABORATIVELY

@TeamsRock

MAKE CONTACT BACK WITH CUSTOMER

9/21/2017

9

@TeamsRock

ID Situation

I can handle

INBOUND CALL

Unsure how

Work to solve

Assemble

Solve

Follow up

Solve

Reach back out

@TeamsRock

RECAP - - REVIEW - - REITERATE• Team Mystery Shop • Customer Expectations• P/E Ratio• S.W.A.R.M.

• Review the Situation• Does it Warrant a Swarm• Assemble the team • Resolve the problem• Make contact back with the customer

9/21/2017

10

@TeamsRock

QUESTIONS, PROBES & QUERIES - -

@TeamsRock

Team vs TierSession # 106

GreggGregory