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1. Service: Identify Your Customers Needs Tonita Sanders
2. Service: Identifying Customer Needs
3. Topics for Discussion The Missing Ingredients Voice of the
Customer How to identify your customers needs Claims Satisfaction
Service Interaction and Claims
4. Learning Objectives Upon completion of this class Learners
will be able to: Identify quality as the customer defines it Take
the steps to address your customers needs and expectations Identify
which of their needs and expectations matter most to them Assess
your customer interaction and how it impacts claims
satisfaction
5. Glossary FNOL Final Notice Of Loss CSI Customer Satisfaction
Index KPI Key Performance Indicator VOC Voice of the Customer
6. The Missing Ingredients Quality as the customer Defines
it
7. The Missing Ingredients Product Quality Service Quality
8. The Missing Ingredient Almost 70 percent of the identifiable
reasons why customers left typical companies had nothing to do with
the product.
9. What are the winners doing?
10. The Voice Of The Customer Make the shift to a Customer
Driven Company
11. The Voice of the Customer Dedicated Customer Disgruntled
Customer
12. Business Serves 3 Kinds of Customers Final Customers
Intermediate Customers Internal Customers
13. HOW TO IDENTIFY YOUR CUSTOMERS NEEDS Create a Customer-
Keeping Vision
14. Ask probing questions
15. Listen carefully, listen aggressively
16. Act If the comments indicate an opportunity for a new
product or trouble for a standard one, the company can act. Richard
C. Whiteley
17. The Standard For Success
18. Claims Satisfaction J. D. Power and Associates 2011
Property Claims Satisfaction StudySM Management Discussion
19. Claims Satisfaction: Why now? J.D. Power and
Associates
24. Name one thing you learned today and how will you apply it
in your work?
25. What questions do you have?
26. Resources: Richard C. Whiteley, The Customer Driven
Company; Moving from Talk to Action: The Forum Corporation,
Customer Focus Research Study, p. 35. The survey covered 3,300
employees in fourteen companies; the correlation was statistically
significant at the level p =001. J.D. Power and Associates 2011
Property Claims Satisfaction Study SM Management Discussion,
published by J.D. Power and Associates, copyright 2011 by J.D.
Power and Associates, The McGraw-Hill Companies Copyright 2012 J.D.
Power and Associates, The McGraw-Hill Companies, Inc.: J.D. Power
Voice of the customer 2012 survey results