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Boost Profits: Market to the Gay Community
Research shows that the gay and lesbian market is worth cultivating, no matter what your product or service. Despite the cultural changes during the past fifty years the gay and lesbian market is still relatively untapped. According to GLINN...
Build Wealth From Home
Build Wealth From Home As you sit in traffic, inching along between irate drivers, you think to yourself, “there must be a better way.” You get to work, you endure another tirade from an incompetent boss, and you think, “there must be a...
Have You Hugged a Customer Today?
Copyright 2005 Kathy Gulrich It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said. Boy, was I mistaken.... As it turns out, I seldom use my scanner for slides. And no...
Leave Your “Buts” Behind for Great Customer Service
How many times have you heard something similar to this in a customer service situation? Customer: “Why don’t you just do it this way, and it will take care of the situation.” Customer Service Person: “I understand what you are saying, but we can...
PR: Behavior Modification Specialist
While awaiting economic recovery, business needs to attract the attention of its most important external audiences in a more targeted and focused way. Primarily to impact the perceptions of those key outsiders so that resulting behaviors help...
 
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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Customer Service Jobs on CareerBuilder.com
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The Globe and Mail: Home Delivery Customer Care: Home
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