Customer Service Information


How To Kick Your Customer Service Up A Notch!


Welcome to the inaugural issue of Human Tech Tips -- Tip #1. How do we take your customer service and kick it up a notch?

This is a big question so where do we begin?

As an overview, it's a given that the answer is three-fold: People, Process, and Technology. Let me say right from the start, my bias is on the people side.

My questions for you to ponder are:

1) Do you collect and measure any data? After all, what gets measured gets managed, and what gets managed gets better.

2) Do you have customer satisfaction statistics? And if yes, how and where are you getting them?

3) Do you have ongoing training in place - not sales training - not product training - not protocol or rules and regulations training but true relationship building skills training?

Let's address the first question. Just because your system has metrics available to you doesn't mean you need to use all of them.

My advice is to start at the end. What are you trying to achieve and what measurement would absolutely reflect that achievement? Then that's what you want to measure. The first time you measure gives you a baseline, a benchmark, to use for charting your progress 1 month, 3 months, 6 months down the line. You're not comparing yourself to any one but yourself so it's fairly accurate. Yes, there are environmental or economic or seasonal issues, but you're getting a pretty truthful snapshot.

As an example, lots of companies measure length of call. Yes, this is a useful statistic. But if you are committed to customer service, then I would suggest first call resolution is more important than length of call. Southwest Airlines is committed to quality customer service and they don't even calculate length of call.

We'll cover question #2 in the next Tip and so on.

If you have questions or tips you'd like covered, please feel free to email me at rosanne@HumanTechTips.com. To receive your own copy, email subscribe@HumanTechTips.com.

ROSANNE D'AUSILIO, Ph.D., industrial psychologist, President of Human Technologies Global, Inc., specializes in human performance management for contact centers, providing needs analyses, instructional design, and customized, live, world class customer service skills trainings. Also offered: agent/facilitator certification through Purdue University's Center for Customer Driven Quality.

Known as 'the practical champion of the human, she authors the best-sellers, Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition (hot off the press), and Customer Service and The Human Experience and soon to be released, Lay Your Cards on the Table: 52 Ways to Stack You Personal Deck.. Reach her at Rosanne@human-technologies.com, sign up for her complimentary monthly e-newsletter in its 7th year, and check out her new virtual store. Sign up for her newest endeavor Tips at http://www.HumanTechTips.com. This is not the same newsletter as at http://www.human-technologies.com.


MORE RESOURCES:
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MARTA CEO unveils plans to improve customer service  Atlanta Journal Constitution

CEO Jeffrey Parker says better *service* will lure more riders to MARTA *service*.


Elim Park Health Care Center focus on customer service  WTNH.com

Short-term rehabilitation can be an overwhelming experience for a patient and the family but Elim Park in Cheshire can help. Whether its short-term care, rehab ...


Apple Business Chat expands to Sprint customer service, now used by 44 companies  9to5Mac

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A Global Consulting Firm's Hospitality, Customer Service Initiative At Scale  Forbes

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City Hall takes steps to improve customer service  KTVI Fox 2 St. Louis

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Customer service works both ways | Street Smarts  News-Press Now

Jan. 17 is known nationally as “Get To Know Your Customers Day.” It's a day designed for businesses to reach out to their patrons and get to know them better.


Nestle USA closing customer service center in Breinigsville  Allentown Morning Call

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Post-Dispatch's customer service is nonexistent  STLtoday.com

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Blue Apple Electric Focuses On Providing Best-In-Class Customer Service  Markets Insider

LAS VEGAS, Jan. 19, 2019 /PRNewswire-PRWeb/ -- All you need to do is take a quick drive down the Las Vegas Strip to see just how important electricity is to ...


Jared Kushner pushes to modernize federal government  Washington Examiner

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Buckhannon Toyota recognized for excellence in customer service  My Buckhannon

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2,019 Ways (Well, Not Quite) To Improve Your Customer Service Experience In 2019  Forbes

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New My Grand Bahama app highlights customer service experiences  EyeWitness News

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Revolut’s clumsy automated bank compliance results in frozen accounts and lack of customer service  ZDNet

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Teleperformance Wins Five 2018 European Contact Centre and Customer Service Awards  Business Wire

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3 Ways B2B Companies Can Use Customer Data to Improve Customer Service in 2019  TDWI

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New Orleans Airport recognized for ‘exceptional customer service’  WGNO New Orleans

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Kohl's closing stores and Dallas customer service center that employs 300  Dallas News

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How TUMI Transformed Its Customer Service To Be As Bulletproof As Its Luggage  Forbes

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Late Southwest Airlines and Nordstrom leaders never lost sight of customer service  The News Tribune

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The Best Online Tax Filing Software for 2019  TheStreet

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Shelby Harris, IRS customer service representative | Multimedia  Standard-Examiner

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Boya Quichocho Receives Customer Service Award  newsdakota.com

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'Fortnite' Has A Customer Service Problem According To The BBB  UPROXX

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Discover Recognized as a 2019 Digital Edge 50 Winner for Customer Service Strategy  Business Wire

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New initiative honors veterinary customer service representatives  VeterinaryPracticeNews.com

Veterinary client *service* representatives (CSRs) across the U.S. are being recognized for their role in the animal health industry.


Indy Reads offers new customer service certification program for Hoosiers  WRTV Indianapolis

Indy Reads has announced that they're offering a new certification program that can help Hoosiers earn higher wages and move up in the workplace.


2019 Customer Service Rep of the Year – Brenda Peralta  Advertising Specialty Institute

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Furloughed IRS workers back on job to send out refunds, and they’re not happy  San Francisco Chronicle

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Eir and customer service  Irish Times

AddThis Sharing Buttons. Share to Facebook Share to Twitter Share to Email App Share to LinkedIn Share to Pinterest Share to Reddit Share to WhatsApp.


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Camp Fire news and information  Chico Enterprise-Record

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