improve customer service and increase revenue with a global services document dustin zagars customer...
TRANSCRIPT
![Page 1: Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ee95503460f94bfaf55/html5/thumbnails/1.jpg)
Improve Customer Serviceand
Increase Revenuewith a
Global Services Document
Dustin ZagarsCustomer Care RepresentativeBoylston Street Store
![Page 2: Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ee95503460f94bfaf55/html5/thumbnails/2.jpg)
LONG WAIT TIMES = LOWER CUSTOMER SERVICE RATINGS AND
LESS REVENUE
![Page 3: Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ee95503460f94bfaf55/html5/thumbnails/3.jpg)
Less customers in line = shorter wait times for all customers = higher customer service ratings
Sales reps focus on paying customers = increased revenue
![Page 4: Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ee95503460f94bfaf55/html5/thumbnails/4.jpg)
Research
Interview: Peter McCarron Store Manager
Observationsglobal services
customers
Survey: online international smartphone users
![Page 5: Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ee95503460f94bfaf55/html5/thumbnails/5.jpg)
Research ResultsCustomers:• 10% are global services• hate waiting more than anything else• feel frustrated after 5 minutes of waiting• want to make account changes themselves
![Page 6: Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ee95503460f94bfaf55/html5/thumbnails/6.jpg)
Obstacles
![Page 7: Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ee95503460f94bfaf55/html5/thumbnails/7.jpg)
Summary• Customers hate waiting more than five minutes• Global service customers would be satisfied with a
Global Services document• Less global services customers in line means shorter
wait times
• Shorter wait times improves customer service • less global service customers in line means sales
reps can focus on customers making purchases
• More sales rep focus increases revenue
![Page 8: Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ee95503460f94bfaf55/html5/thumbnails/8.jpg)
Now
What could be…
![Page 9: Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ee95503460f94bfaf55/html5/thumbnails/9.jpg)
Recommendations
1. Further develop the Global Services document
2. Test the document in the store in July