|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.
Why restaurant customer service has been getting worse around Indianapolis Indianapolis Star
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Amazing customer service letter from 1999 had a dollar coin taped to it to refund customer - Daily Mail
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Press release *content* from Business Wire. The AP news staff was not involved in its creation.
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As labor and delivery nurse, Jesse Wing brings comfort to new mothers, babies through empathy, service - Kennebec Journal & Morning Sentinel
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Sylvia A. Carroll, a former customer *service* representative for Prudential Health Insurance, died on Thursday, April 4, 2019. She was 73.
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In a digital, hyper-connected, and knowledge-sharing economy, customer *service's* definition of success is changing, and Key Performance Indicators (KPIs) are ...
How Vitalis Brings Whole Team Customer Service to Cannabis Extraction Leafly
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Better customer service is the key to easy living The National
Good leaders respond quickly to the needs and frustrations of their people.
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Hometown News: Water and Sewer employee honored for 30 years of service - Forsyth County News Online
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Amazon Now Delivers Packages Inside Your Garage Fortune
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The 1 Brutal Difference Between Apple and Google, as Revealed in a Hilarious Customer Story Inc.
Some tech companies will never get what they need to get.
Services set for Lee County Commissioner Larry Kiker, dead at 67 The News-Press
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Leon’s: 86 years of customer service Lincoln Journal Star
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Health customer service center to open in San Antonio; bringing hundreds of jobs FOX 29
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Kimmel Rolls Out Customer Service Hotline to Clear Up ‘Game of Thrones’ Confusion (Video) TheWrap
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4.1.19 Best customer service companies; Health insurers tracking you; Where scams happen most - Boston 25 News
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Archer named communications and customer service manager for city Davis Enterprise
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Customer service with a smile The Gazette
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Why biometric verification is poised to revolutionize customer service Retail Customer Experience
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'SNL' Unearths the Horror of Customer Service Using 'Us' GQ
'SNL' parodies both customer *service* and the horror movie 'Us' in a commercial about identity theft.
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"Capital Bikeshare customer service is now supported by Lyft" PoPville
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Small insurance brokers should double-down on old-fashioned customer service Insurance Business
Useful tool as larger firms use M&A to boost growth.
Job: Sales / Customer Care – The eBike Store BikePortland.org
Job Title Sales / Customer Care. Company / Organization The eBike Store (809 N Rosa Parks Way). Job Description Seeking knowledgeable bicycle sales ...
Uber tries to fix customer-service woes The Takeout
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How a Customer Service Representative Might Have Saved a Marine Sniper in Battle - The National Interest Online
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T-Mobile tests customer service center in Kingsburg, bringing 1,000 jobs to Fresno County KFSN-TV
According to the company's news release, it will make T-Mobile one of the largest employers in the county.
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Union Park acquires Maier's Shell customer service business delawarebusinessnow.com
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Walmart to remodel 21 California stores, expand customer services and technologies OCRegister
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Retiring telephone operators say technology changing course of customer service industries - WWMT-TV
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Republic Services rates to climb as customer service complaints continue The Dominion Post
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Horry County students Beijing-bound after weather and customer service confusion forces overnight delay - WMBF
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DALLAS, TX (WMBF) - After a myriad of weather delays and customer *service* confusion, a group of Horry County music students and chaperones stuck in travel ...
Unbabel supports easyJet to create international customer service 'super agents' IT Business Net
90 million-passenger airline adopts Unbabel's unique translation platform to serve new geographies and customer bases and saves up to 76% compared to ...
Ascension Funeral Home wins 2018 Excellence in Customer Service Award Weekly Citizen
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Michael Perry: Feeling the love from customer service Madison.com
I went ahead and spent good money on a pair of chore boots this week, high-top rubberized trompers with a cinch strap at the calf. Halfway through the first day.
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SunPass customer frustrated with lack of transparency, customer service ABC Action News
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Local homebuilders receive provincial customer service awards Windsor Star
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Driven by millennials and Gen Z consumers, messaging is fast becoming a popular channel for B2C customer *service*. We commissioned YouGov, a leading ...
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I just came back from a month in Fuengirola, Spain, a fishing village-turned-tourist-destination in Costa del Sol. Fuengirola features seven kilometers of beautiful ...
5 Tips to Disrupt Your Customer Service and Beat the Competition Business 2 Community
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The Art of Giving Great Service
Sales is tough to get right, and depends on retaining those customers, yet people do it badly and unprofessionally all the time. It's really not difficult to learn the art of good service, and if you get it perfect, you will see those rewards.
Over Delivering Provides Big Results
Over promising is a problem only when you under deliver. There are a number of ways that you can overdeliver to your customers or prospects, and as a result create a win-win situation for you both.
Got A Consumer Problem?
Millions of people, just like you, end up with a consumer problem that they just can't seem to get resolved. No matter what they do.
One Critical Question to Ask Yourself Every Day
What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones.
From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer
It's a salesperson's worst nightmare- the phone call that comes in from a disgruntled customer. Not only does it create extra work for you, but it cuts into your valuable selling time.
The 3 Rs of Customer Service
What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when it just isn't right. I promise you that if you follow these 3 simple rules you will never have to run after the same customer again!Respect the customer! Just about as plain as the nose on your face Right? Wrong!How many times have you been greeted in a less than courteous manner or worse yet- not at all!! Never lose the opportunity to make a great first impression- very rarely do you have a second chance to undo the damage done by that first encounter.
What Do Your Clients REALLY Think of You?
*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with a test ?What do you get when you cross a Northern Canadian male, a 4x4 truck and heavy rain?You guessed it! ? Mud Bogging!!!!That is how I spent my morning. My husband's new truck was too shinny, so he felt he had to get it dirty again just so he could wash it for the fourth time this week.
8 Critical Steps to Establish a Customer Service Culture
"Every company's greatest assets are its customers, because without customers there is no company," --Erwin FrandDuring our recent weakened economy, many businesses have seen declining revenues and declining budgets. Declining budgets often lead to reduced staff levels and diminished services.
A New Way To Handle Complaints, Or Is It?
What a lot of money we have been wasting on dealing with customer complaints.Instead of dealing with them and attempting to satisfy the customer we should create a process that makes complaining so difficult then when customers complain they get such a huge negative experience and never receive any satisfaction.
Handling Customer Complaints
Even the best business will receive an occasional customer complaint. Knowing how to resolve these complaints will help you gain loyal customers who will then refer others to your business.
Customer Service and Marketing that Works
Go into many businesses today and try and get service, its sometimes impossible! The customer service officer is on the phone talking about personal issues, there is not enough staff, and they are disinterested and distracted.The old days of customer service is where you the customer were viewed as valuable and important and you received service from a person and not a machine.
Boomerang Customers- What You Might NOT Think Brings Them Back!
With all of the calendars and PDA's and lists I make I recently did a really dumb thing. I forgot my best friend's birthday and her anniversary.
How To Handle Customer Billing Snafus
Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it's coming? This client has been difficult in the past, so I'd rather not deal with him until I absolutely have to.
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit.
Cheap To Keep
You've heard it all before when it comes to stats about customer retention. Acquiring a customer costs five to 10 times more than retaining one.
It's Customer Service Stupid: Delivering Customer Service Training That Sticks
"Society is always taken by surprise at any new example of common sense."This Ralph Waldo Emerson quote opens one of the most impressive works on customer service: Michael LeBoeuf's book How To Win Customers and Keep Them For Life.
5 Ways Customer Service Managers are Implementing to Increase Customer Focus
According to a Forum Corporation survey of commercial customers lost by 14 major service and manufacturing companies:15% found a better service/product15% found a cheaper service/product20% cited "lack of contact and individual attention from the company"50% said; "contact from old suppliers" personnel was poor in quality"These days, it seems that everyone from dog walkers to dotcoms is making "customer service" their mission. Department, discount and convenience stores have all transformed the workers who used to be known as "sales clerks" into "customer service associates"- in theory at least.
Customer Satisfaction Is Your Business
Regardless of what business you are in - you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level of long-term success you will achieve in business.
6 Reasons Why Complaining Customers are Golden
With Some Tips on How to RespondTt has probably happened to you if you own your own online business. You get an email or even a phone call from someone who is upset or unhappy with this or that about your business.
Passing the After-Sales Test
Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of.
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