how to win one of the top 3 customer service awards
DESCRIPTION
Have you ever wondered how to be the recipient of a prestigious customer service award for online support? In this presentation we outline the steps needed to take to win a TSIA Star Award, the CRM Excellence Award, and the Association of Support Professionals Award. Don't forget to check out our SlideShare presentation entitled How to be Award Winning for helpful tips! http://www.slideshare.net/noHoldVirtualAgents/how-to-be-award-winningTRANSCRIPT
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noHold Inc. Copyright© 2013
How to Win One of the Top 3 Customer Service Awards
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CHAPTER 1
How to Apply for the
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1. Select a category that fits best for what your
company is doing and download the nomination form.
www.tsia.com/star
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2. Email your completed nomination form to Sheri Kennedy.
Click here for email address
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3. Create a PowerPoint presentation using TSIA’s template to create your own story.
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Your company must be a corporate member of the TSIA discipline you are applying for.
Rules and Regulations
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1 application……Total fee - $3300
2 applications…..Total fee - $6000
3 applications…..Total fee - $9000
4 applications…Total fee - $12000
5 applications…Total fee - $15000
Expenses
Submit
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“ We never stop improving. It’s just part of our routine - We turn our attention to every single detail that might be involved in the customer
experience...And that is a very BIG fish to fry. ”
Tarik Mahmoud
Former Manager of eSupport at Cisco
TSIA Hall of Fame Lifetime Achievement Award Winner
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CHAPTER 2
How to Enter the
*Specifically for the category of Customer Experience Excellence Award
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Download and Complete the Nomination Form…
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a. Basic company information
b. Contact information
c. Industry category
d. Company size
e. Company revenue
f. Estimated cost of initiative
Corporate InformationSection I
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(a) Vision
(b) Execution
(c) Outcome
Section II
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(a) VisionDiscuss goals of the customer experience initiative.
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(b) Execution and StrategyExplain elements of your customer experience strategy.
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(b) Outcome and ResultsProvide the specific hard and soft results of the initiative.
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Tips to help you win…
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1 Your submission should be structured in a story format.
Not a fantasy story, realistic.
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What lessons have you learned?
Create a cohesive story.
What are your goals for the future?
2 Critical success factors to include:
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3 Impressive statistics never hurt anyone. Sharing your
success through numbers is always a plus.
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Rules and Regulations
There is NO application fee
You do NOT need to be a client to apply
You CAN apply for more than one category.
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“ The 2013 winners showcase excellence in customer
centricity. These 12 customer-focused leaders
demonstrate how an enterprise commitment to making
improvements to the customer experience and
investing in the right technologies, processes, and people
can lead to real financial gains.”
Mila D’Antonio, Editor-in-Chief of 1to1 Media.
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CHAPTER 3
How to Apply for
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Click here for the entry form
No need to be a member
$285 application fee per site
Just fill in basic company information and
provide billing information
Download the Entry Form
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Submit an essay that includes…
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A Cover Page
Company Name
URL of support site
Username and password
(if required)
Name and e-mail address
of person submitting the
entry essay.
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Next, discuss the largest challenge you faced when implementing your support site
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Then, discuss your company’s solution…
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Metrics used to measure results and…
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What lessons you have learned.
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Lastly, describe what three key features the judges should pay particularly close attention to.
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Entry form and essay must be submitted electronically.
*PDF format ONLY!
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Scoring Criteria
Overall usability, design and navigation
Knowledgebase and search implementation
Interactive features
Community engagement
Site development strategy
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Remember the Only Way to Have a Chance to Win is to Enter!
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Resources
http://www.tsia.com/assets/templates/tsia1/STAR_Awards_Guide_2013.pdf
http://www.1to1media.com/crmexcellence/view.aspx?itemid=34258
http://www.asponline.com/awards.html
http://www.slideshare.net/noHoldVirtualAgents/how-to-be-a
http://www.slideshare.net/noHoldVirtualAgents/final-support-as-leader-in-inn
ovation-cisco-nohold-050112ward-winning
noHold, Inc. Copyright© 2013
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Good Luck!
noHold, Inc. Copyright© 2013