MEMPHIS/VEGAS ONE

CONTACT RESOLUTION
INITIATIVE
By Louise Wheeler
Purpose

• Providing one contact resolution

• Efficiency in case resolution for store customers
• Focus is geared to being more customer centric
• Creating trust between stores and CSC
Our Current State

Customer is
Customer Case is processed
contacted by the
contacts us in to and completed
store location or
report issue within 5-10 days
backline
Constantly Being “On The Way”

• Moving toward positive

change
• Creating effective solutions
• Immediate resolution in one
contact
• Encouraging IKEA values
• Customers are priority
Expectations

• Good experience
• Efficiency
• Solutions/resolution
• Professionalism
• Correct information
• Excellent customer service
• Honesty Good experience customer service Trust relationships
STORE BENEFITS
Resolution time

 Resolution time cut in half

 No wait for customer contact
 Efficiency creates trust between IKEA
and the customer
 Resolution is more streamlined
 Accommodation can now be provided
immediately
 In-Store Experience

• Focus is on the customer

experience
• No cases need to be created in
store
• Coaching and developments
maximized for coworkers
• Customer’s taking advantage of
products and services
CSC BENEFITS
Customer Centricity

• More options for customers

• Resolution is more
convenient
• Less call volume from
follow up
• Cases can be created
immediately
• Builds trust with IKEA
brand
 Co-worker Empowerment
• Co-workers making more
decisions
• Instead of “no promises”, we can
now say “I promise”
• Empathy for customer
experiences
• Multiskilled in different areas of
the business
• The ability to make things right
• Less escalations
Building Trust
• Builds trust between store
locations and CSC
• Customers can trust outcome
of resolution
• Stores can rely on the CSC to
make decisions
• Collaboration between store
and CSC for resolutions
SERVICE OFFICE
BENEFITS
Customer Centricity

• Creating a more customer centric experience for our

customers inside the store
• Focus on maximizing SAMS processes for the CSC
• Less calls to the Service Office regarding corporate and store
related issues
• Focusing on the TSP’s performance and service can be
maximized
Leading The Way Forward

• Bringing effective results

• Consistently in the ways of
working
• Rebuilding and restore the
IKEA brand and values
• Working together for our
customers
• Putting the integrity of our
customers first
SUMMARY
Summary

• Looking toward the future

• Empowering co workers as brand ambassadors
• Keeping IKEA values in mind
• Restoring faith in our brand
• Consistency in customer service
• Togetherness and enthusiasm