service design 5: customer service
DESCRIPTION
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.TRANSCRIPT
![Page 1: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/1.jpg)
Service DesignCustomer ServicesService Design Course
VIKMB32
5
![Page 2: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/2.jpg)
2
What‘s the newsthis week?
![Page 3: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/3.jpg)
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
![Page 4: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/4.jpg)
Why it mattersanyway?
4
82 % People stopped doing business withthe company after bad experience with staff.
95 % People turned bad experience intoaction (complaint, negative recommendation to friends etc.)
22 % People got any kind of response to their complaint.
Customer Satisfaction ReportData for 2010
![Page 5: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/5.jpg)
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
![Page 6: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/6.jpg)
Dos and don‘ts
6
![Page 7: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/7.jpg)
![Page 8: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/8.jpg)
![Page 9: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/9.jpg)
![Page 10: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/10.jpg)
Problematic situations
10
![Page 11: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/11.jpg)
ListenAcknowledge the problemTake problem-solving actionThank them, andExplain what you've done
![Page 12: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/12.jpg)
![Page 13: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/13.jpg)
13
ZCLT Stories – Zappos 8 hour call with customer
![Page 14: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/14.jpg)
The tandem projectTwo-person teams cooperate on a realistic design challenge together. We‘ll follow the HCD methodology, hence I expect you to do:
1. Empathic research for your project (min. 5 in-depth interviews per team member)
2. Brainstorming session (ideály with some external person, e.g. client or domain expert)
3. Min. one quick prototype of the best idea incl. user feedback
Deadline: 11 June or 18 June (let‘s pick one of them now)
Format: max. 30 min executive presentation incl. Q&A + report (handedover with presentation)
14
![Page 15: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/15.jpg)
Until Next Time1) List most strikingoverdeliveries in servicesyou have met so far and explain them to the group.
2) Please read one of the following books.
15
![Page 16: Service Design 5: Customer Service](https://reader033.vdocuments.site/reader033/viewer/2022042613/54945e22ac7959412e8b4acc/html5/thumbnails/16.jpg)
Next MeetingKISK lecture room
Wednesday 30 April 2014
12:30 – 15:30
16