Perception is Reality - ICMI @ Dreamforce 2010 Handout - Tim Montgomery
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12/13/2010 1 Perception is Reality: Reposition the Value of the Call Center Dreamforce 2010 Tim has honed his expertise by working closely with and advising some of the world’s most recognized service organizations
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Transcript of Perception is Reality - ICMI @ Dreamforce 2010 Handout - Tim Montgomery
12/13/2010
1
Perception is Reality:
Reposition the Value of
the Call Center
Dreamforce 2010
Tim has honed his expertise by working
closely with and advising some of the world’s
most recognized service organizations
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5%
Many companies talk
about World Class
Service, but only 5%
actually achieve it…
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What is World
Class?
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Customer ServiceVs.
Customer Experience
Biggest Expense – Turnover
Biggest Opportunity – Leadership
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Gallup – Why Employees Leave?
Lack of MANAGEMENT support
in areas such as performance and development.
No faith in LEADERSHIP or vision
of the company.
Concern with MANAGEMENT’s treating of people.
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What makes it hard to deliver world class?
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Survey Says…1. We’re understaffed2. Can’t pay enough3. Reps don’t care4. Other departments5. Our systems6. Senior management
World Class Mindset(Company)
1. Hire Nice2. Control Punishment3. Policies = NO4. THANK YOU5. Line of Sight
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World Class Mindset(Agent)
1. I OWN it 2. Beyond the call3. I am “US”4. I KNOW them
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What Makes them World-Class?
They Don’t Monitor Call Times
What Makes them World-Class?
They Repair Relationships
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What Makes them World-Class?
They Make it EASY and FUN
What Makes them World-Class?
They Engage the Front-line Daily
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What Makes them World-Class?
They Come To My House….
What Makes them World-Class?
They give $2,000 Empowerment
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What Makes them World-Class?
They Target NO Service
Thinking like that
distinguished our
Customer Service
Champs from the
rest of the field
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For your consideration
1. Diet and Exercise 2. Focus on WHAM3. Outside the fishbowl4. Inside the box5. Your frothing line6. Invest in YOU
You Can’t lose 20
pounds in a day
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Well
Hear
Alter
Modify
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Don’t ignore what’s in the box…
Draw Your Frothing
Pitcher Line
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