Mapping the Customer Service Experience Journey PPT

This PPT slide, part of the 78-slide Guide to Delivering Best-in-Class Customer Care PowerPoint presentation, outlines the various factors influencing the customer service experience, emphasizing that the journey begins before the customer even makes a call. It starts with a customer encountering a dissatisfying event, which prompts them to reach out via an 800 number. The initial interaction is crucial as it sets the stage for the entire experience.

Key metrics are highlighted throughout the process. For instance, the slide notes the importance of complaints about access, which can indicate potential barriers customers face before they even connect. The IVR (Interactive Voice Response) system plays a significant role, with metrics like the IVR abandon rate and the blocked calls rate being critical indicators of customer frustration. If a call is blocked, it directly impacts customer satisfaction and can lead to negative perceptions.

Once the customer navigates through the IVR, they either complete their call or are transferred to an agent. The slide emphasizes the importance of average speed of answer (ASA) and service level, which can affect how long customers wait before speaking to someone. The interaction with the agent is pivotal; the agent’s ability to resolve issues effectively is measured by the first call resolution (FCR) rate.

The slide concludes with the notion that the customer forms an opinion over time based on their experiences. This highlights the long-term impact of each interaction on customer loyalty and satisfaction. Overall, the slide serves as a comprehensive overview of the customer service process, pinpointing critical areas for improvement and measurement.

This slide is part of the Guide to Delivering Best-in-Class Customer Care PowerPoint presentation.

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