Training for ZTE new employee ZTE CSC PAK

Training for ZTE new employee ZTE CSC , PAK Gao Lang 1

• What ZTE has sold and will sell to our customer? 2

• Switch? • Transmission? • CDMA？ • GSM？ 3

What is customer service? • No, • it’s customer service!!!! 4

What is customer service? LAHORE ISLAMABAD 5

What is customer service? Which method you will choose? Price Speed Amenity CAR Low Low Train Low low Plane High 6

What is customer service? What method you will choose? Price Speed CAR Low Low Train Medium High High Plane Amenity 7

Maybe one day……… LAHORE ISLAMABAD Time&space tunnel Methods may change, but service still exist. 8

What’s customer service? “From the customer’s point of view, if they can see it, walk on it, hold it, hear it, step in it, smell it, carry it, step over it, touch it, use it, even taste it, if they can feel or sense it, it’s customer service. ” ---Super. Amercia 9

Services that can cater to the requirements of customers are best service!! 10

TOPIC How to provide good service to ZTE customer? 11

How to provide better service to ZTE customer? • The importance of satisfaction of customers • How to improve customers’ satisfaction 12

The importance of satisfaction of customers The New Economy • Characterized by a customer revolution. • A challenge to create loyalty in an over-capacity marketplace. • Business processes designed around customer requirements/issues. 13

The importance of satisfaction of customers Characteristics of the New Economy • Connectivity • Speed • Intangible value 14

• The importance of satisfaction of customers Why Haier flies higher? --The first company in china put forward the conception of service competition A washing machine can wash potato? 15

• The importance of satisfaction of customers Beyond Satisfaction 16

• The importance of satisfaction of customers LOYALTY CURVE 17

• 3% move away 5% develop other friendships 9% due to price 14% due to product or technical quality 68% perceive an attitude of indifference Why Do Customers Switch? • • • The importance of satisfaction of customers 18

• The importance of satisfaction of customers Why there is only one Haier? • Core competitive advantage is culture. Service mode can be duplicated but service culture is not easy to be duplicated. • The long term competitive advantage is the experience customers have been doing business with a company and employee performance is that experience! 19

Attention! • When you work with customer, you represent ZTE not yourself!!! 20

How to provide good service to ZTE customer? • The importance of satisfaction of customers • How to improve customers’ satisfaction 21

How to improve customers’ satisfaction What’s customers’ satisfaction • CS=PF-CE+CR • PF=Basic service+ Additional service • CE=SR+PR • • • CS: Customer’s satisfaction PF: Performance CE: Customer’s Expectation SR: Customer’s Specific requirement PR: Customer’s Potential requirement CR: Customer’s Relationship 22

How to improve the customers’ satisfaction • • • 1. Improve the basic services 2. Improve the additional services 3. Improve the relationship with customers 4. Study the potential request of the customers 5. Control the expectation of the customers 23

Improve the basic services • Be professional • No amount of mints on the pillow will bring back a guest whose bathroom was dirty or whose television didn’t work. ” 24

Don’t let customer make 2 calls for one case • Monkey rules 25

Don’t let customer make 2 calls for one case What Is A Monkey? – The person who has the next ‘action’ step is the one who has the ‘MONKEY’! – A MONKEY is defined as the “next action step” to be taken. 26

Don’t let customer make 2 calls for one case A Service Monkey • At the end of the dialogue between a member of the company and a customer… whoever must take the next action has the MONKEY. • When customers have the MONKEY service excellence is at risk. 27

Don’t let customer make 2 calls for one case Effective Monkey Management • Minimize the number of ‘monkeys’ the customer has imposed on them as a result of doing business with you. • Keep the ‘monkey’ population squarely on the shoulders of the employee. • Don’t let ‘monkeys’ go unattended and get lost… they will return ‘home’… to the customer. 28

Monkey management system Http: //ensupport. zte. com. cn/encallcenter 29

Improve the basic services Standardization • Each service provided by each ZTE engineer should almost the same good attitude, same procedure, same ……. . • My experience: Haier’s employee • The voice from the customer should be : ZTE’s service is pretty good, not Mr. Gao or Mr. shahid’s service is good!! 30

Improve the basic services Quick&Active response Imaging there is a survivor in a desert. 31

Improve the basic services Pay attention to details • “ Coffee stains on the cup on the airplane. . . suggest to the passenger lousy engine maintenance. ” • Haier’s service case: Backup refrigerator • Think like a customer! 32

Improve the basic services Always keep promise! • Punctual • Don’t jump to make promise 33

Improve the basic services • Always be polite! 34

How to improve the customers’ satisfaction • • • 1. Improve the basic services 2. Improve the additional services 3. Improve the relationship with customers 4. Study the potential request of the customers 5. Control the expectation of the customers 35

• • Improve the additional services To help customer is another way to help ourselves. • Haier’s service: Routine check • Why can’t we do some field training, routine inspection, information sharing………. . 36

How to improve the customers’ satisfaction • • • 1. Improve the basic services 2. Improve the additional services 3. Improve the relationship with customers 4. Study the potential request of the customers 5. Control the expectation of the customers 37

• 3. Improve the relationship with customers －－－Care the customer • Gift is not the only way to improve customer’s relationship! Trouble is not always trouble! • According to a statistic, among the products of Haier only 30% of them are best in quality. Some of there product , the fault ratio is higher than their competitors, why the prices of Haier are the highest? 38

How to improve the customers’ satisfaction • • • 1. Improve the basic services 2. Improve the additional services 3. Improve the relationship with customers 4. Study the potential request of the customers 5. Control the expectation of the customers 39

Study the potential request of the customers • Urge the customer to tell their fool idea! • Washing machine can wash potato? Fool idea? ? ? ? • Study the potential requirement on the customers’ position • An island where no body wear shoes 40

How to improve the customers’ satisfaction • • • 1. Improve the basic services 2. Improve the additional services 3. Improve the relationship with customers 4. Study the potential request of the customers 5. Control the expectation of the customers 41

Control the expectation of the customers • If this time you do better, the next you have to do much better! • What we have to do is do a little better than our competitors! • Pole jump player from Ukraine. 42

Characteristics of Stories that Hurt • • Being hassled No one taking the initiative to help No one listening Rigid interpretation of policy when there are unique situations Lack of appreciation Being an interruption or inconvenience to others Lack of care or concern Time being wasted or being treated casually 43

• • • The importance of satisfaction of customers Who is the boss? “There is only one boss; the customer. And he or she can fire everybody in the company, from the chairman on down, simply by spending their money elsewhere. ” ---Sam Walton founder, Wal-Mart 44

• The importance of satisfaction of customers • Provide unforgettable service to our customer, are you ready? 45

ZTE Global CSC 46

Preface • ZTE after-sales services are operated by providing customers with professional and expert-based quality services. To do so, ZTE makes great effort in building a well-trained professional team of engineers, sophisticated labs, and having a full range of test instruments, in addition to providing value-added services at different steps on the after-sales link. • What is more important is that ZTE built management systems and information-based data tracing, statistics, analysis and report systems, for providing quick response to customer requirements and solution to customers’ technical problems. However, ZTE Global customer support centers plays this role. • The ZTE Global Customer Support Center (ZTE Global CSC) was established in October 2002. 47

ZTE After-sales Service System Customer Service Platform ZTE University Customer Support Center Repair Center 48

Http: //ensupport. zte. com. cn http: //203. 194. 77. 200/ 49

ZTE Global Customer Support Center ZTE Russia CSC ZTE Algeria CSC ZTE Iran CSC ZTE Global CSC ZTE Libya CSC ZTE Pakistan CSC ZTE India CSC ZTE Ethiopia CSC ZTE Indonesia CSC ZTE South Africa CSC 50

CSC Functions of ZTE CSC, PAK • SOP amelioration • Callog management • Escalation review • Bid support (Maintenance part) • Service quality guarantee 51

Contact information of ZTE CSC, PAK: • Support line: • Fax: 800 -22224 51 -4436603 • Email: CSCPAK@ZTE. COM. PK • Website : Http: //ensupport. zte. com. cn 52

Contact information of ZTE Global CSC: • Support line: +8675526771900 • Complaint line: +8675526770199 • Email: Support@zte. com. cn • Website : Http: //ensupport. zte. com. cn 53

My contact information: GAO LANG MOB： 0304 -5145647 EMAIL: GAO. LANG@ZTE. COM. PK GAO. LANG@ZTE. COM. CN MSN: GAOLANG 111@HOTMAIL. COM End Thank you for your time! 54