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Informative Articles

How Do I Define My Market?
Your market is who you want to reach. Your customer. Who is your average customer? What is your estimate of total market size? What territory do you intend to serve? Will you offer a variety of products or services? The more specific you...
On-line Life Insurance Quotes can Coexist with TotalCustomer Privacy
OInvasion of the Privacy Snatchers Privacy... Even the notion of it brings up a wistful longing, a "wouldn’t it be nice if..." ache. The concept of controlling your private information harkens back to simpler times. Privacy is a casualty of...
One of the secrets of a great Customer Experience….
A few weeks ago we conducted our annual “Customer Experience Study Tour” in London England. This is where we take delegates to visit a number of leading Customer Experience companies for a behind-the-scenes look at how they approach the task of...
What the Taco Bell Manager Taught Me About Customer Retention
I didn't plan to get a marketing lesson. I really just wanted a steak chalupa! But as I went through the Taco Bell ordering line, my day took an interesting twist. I've always been one to give compliments when they were due. So, after receiving...
When Customers Complain
You probably won't have been in business too long before you get your first complaint. It just can't help but happen: low-end customers pay nothing and expect the Earth, while high-end ones pay a lot but expect an inhuman effort in return. You...
 
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, subscribe at www.HumanTechTips.com.

About the author:

ROSANNE D'AUSILIO, Ph.D., industrial psychologist, President of Human Technologies Global, known as 'champion for the human' authors 3 best sellers, "Wake Up Your Call Center: Humanize Your Interaction Hub," Customer Service and the Human Experience, and Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck, (www.human-technologies.com.) and a free 'tips' newsletter on How To Kick Your Customer Service Up A Notch

 

Customer Service Group: Resources for improved customer service ...
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Customer Service Training Customer Service Skills Training Service
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ICS: Institute of Customer Service
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International Customer Service Association
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Looking for customer service jobs? Start your job search at CareerBuilder, the leader in job search sites, and access hundreds of thousands of jobs today.
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The New York Times Home Delivery - Subscribe
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Customer service - Wikipedia, the free encyclopedia
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Customer Service Training, Seminars, Coaching, and free articles to improve repeat business, happiness, and professional image.
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azcentral.com faq - Welcome to the azcentral.com help center where you can find answers to azcentral.com and Arizona Republic customer service questions.
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CafePress.com : Help Desk : Customer Service
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ...
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Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
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Nashville - Tennessean.com - Middle Tennessee Customer Services
Customer service, advertising or news-related questions or problems (615) 259-8000. ... (615) 242-7253. Email Customer Service customer @tennessean.com. ...
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Customer Service Institute of Australia - dedicated to Australian ...
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The Globe and Mail: Home Delivery Customer Care: Home
The most authoritiative news in Canada featuring articles from The Globe and Mail, breaking news coverage, national news, international news, sports, ...
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Customer Service from FLORIDA TODAY
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