WHY IS IT IMPORTANT FOR UAB IDIOMES?
WHAT’S IT GOT TO DO WITH TEACHERS?
Teaching and Customer Service
1. NEW COMPETITION
2. WORD OF MOUTH
3. A BAD EXPERIENCE
4. DISSATISFACTION WITH THE PRODUCT/SERVICE.
What is the biggest reason businesses lose customers?
1. 20%
2. 43%
3. 57%
4. 78%
What percentage of customers who leave/change are “satisfied”?
1. 48%
2. 65%
3. 78%
4. 96%
How many dissatisfied customers do not complain to
you about bad service?
1. 30%
2. 50%
3. 70%
4. 90%
What percentage of customers who complain return to a
business?
1. 30%
2. 10%
3. 65%
4. 51%
What percentage of our Onsite customers repeat
business?
1. 20%
2. 10%
3. 40%
4. 25%
What percentage of new Onsite customers are
recommended?
1. 5+
2. 3
3. 4
4. 2
Getting a new customer is …. times more expensive (and
difficult) than keeping a customer.
1. NEW COMPETITION
2. WORD OF MOUTH
3. A BAD EXPERIENCE
4. DISSATISFACTION WITH THE PRODUCT/SERVICE.
What is the biggest reason businesses lose customers?
1. 20%
2. 43%
3. 57%
4. 78%
What percentage of customers who leave/change are “satisfied”?
1. 48%
2. 65%
3. 78%
4. 96%
How many dissatisfied customers do not complain to
you about bad service?
1. 30%
2. 50%
3. 70%
4. 90%
What percentage of customers who complain return to a
business?
1. 30%
2. 10%
3. 65%
4. 51%
What percentage of our Onsite customers repeat
business?
1. 20%
2. 10%
3. 40%
4. 25%
What percentage of new Onsite customers are
recommended?
1. 5+
2. 3
3. 4
4. 2
Getting a new customer is …. times more expensive (and
difficult) than keeping a customer.
1. GET THE PRODUCT/SERVICE RIGHT
2. SATISFYING IS NOT GOOD ENOUGH
3. IT’S NOT JUST ABOUT COMPLAINTS
4. SOLVE PROBLEMS QUICKLY
5. 66% OF NEXT YEAR IS HERE AND NOW (50% + THEIR FRIENDS
AND FAMILY)
6. IT’S EASIER (AND CHEAPER) TO KEEP A CUSTOMER
Which means….
1. DISCLAIMERS
2. DEFINITIONS
OK , but for teachers??
It’s not this….
……or this
……it’s this
CUSTOMER SERVICE INVOLVES:
•BUILDING AN ORGANISATION TO APPEAL TO THE CUSTOMERS YOU WANT.
•MEETING THE CUSTOMERS’ NEEDS AND MAKING THEM COME BACK.
•MEASURING AND IMPROVING WHAT YOU DO AND HOW YOU DO IT.
•APPLYING SOUND MANAGEMENT PRINCIPLES.
(LAKE AND HICKEY 2002)
Definitions
IN OTHER WORDS CUSTOMER SERVICE INVOLVES:
•AWARENESS, VISION AND PERCEPTION
•SUCCESS, CONFIDENCE AND LOYALTY
•OBSERVATION, ANALYSIS AND IMPROVEMENT
•EFFICIENCY, EXPERTISE AND COMMUNICATION
•(FOLLOWING LAKE AND HICKEY 2002)
Definitions
Definitions
Customers
Clients
Internal customers
Stakeholders
Service
Service and service standards
What are the characteristics of the service offered by UAB Idiomes?
What service standards do you have? Do you make them explicit to students?
The Customer Experience
Satisfaction = level of service expectationsService Gaps = dissatisfaction or delightPerformance/ImportancePerceptions
How can we get the customers’ perspectives? How can we reconcile differences?
Be proactive and seek feedback……
The Customer Journey
Observe the process Mystery shopper Walk through Document trail Shadowing
Visualise the process
Customer Journey
Potential Current Ex
Current
Aware Know Consider Choose Try Evaluate Advocate
The Customer Journey
Describe
Critical Points and “Moments of Truth”
Enhance the experience
Discussion
Identify some critical points and moments of truth in our students’ journeys.
Think about a class, a week or month or a course.
How can we enhance the experience?
And finally …