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 …