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Informative Articles

Lack of Operations Manuals Stunting Your Growth?
Lack of Operations Manuals stunting your growth? CONTENTS: 1. Do you lack functional Operations Manuals? 2. Use a SYSTEM to write your Operations Manuals! 3. Yes, but my people just don't/won't write stuff down! 4. But people WILL...
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...
PR: Time For a New Playbook?
When your public relations results pretty much depend on whether your news item gets used in a newspaper column or on a radio talk show, you may be ready for a fresh approach. Why not shoot for a 1-2 PR punch? First, focus sharply on...
Roman or Norman - A Customer Service Story
Roman Or Norman? It's The Difference Between Being Seen As A Partner Or An Invader. With all of the discussion in recent years about the importance of understanding our customer's needs, it's a valuable exercise to try to see...
Use Forums To Improve Customer Relationship Management
Forums are great for learning, sharing of ideas, and generally masterminding with peers, but give some thought to the impact they can have on your lead generation efforts, as well as on your customer relationship management activities. Joining an...
 
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 ...
Newsletters, books, and free online resources for improved customer service, call center and help desk operations including tools for enhancing rep training ...
www.customerservicegroup.com
 
Customer Service Training Customer Service Skills Training Service
Service Quality Institute is the leader in Customer Service Training with customer service training skills products and consulting with over 34 years ...
www.customer-service.com
 
ICS: Institute of Customer Service
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead customer service performance and ...
www.instituteofcustomerservice.com
 
International Customer Service Association
Promotes the development and awareness of the customer service profession through networking, education and research. Activities, publications ...
www.icsa.com
 
Customer Service Jobs on CareerBuilder.com
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.
customer-service.careerbuilder.com
 
The New York Times Home Delivery - Subscribe
Sign up now to save 50% on your first 12 weeks of Home Delivery. Learn more. As part of Home Delivery, you'll also get free access to TimesSelect premium ...
homedelivery.nytimes.com
 
Customer service - Wikipedia, the free encyclopedia
The modern concept of customer service has its roots in the craftsman economy ... Delivering customer service begins with understanding what customers want. ...
en.wikipedia.org
 
Customer service representatives
When working in call centers, customer service representatives are likely to be under ... Customer service representatives working outside of a call center ...
www.bls.gov
 
Customer Service Training
Customer Service Training, Seminars, Coaching, and free articles to improve repeat business, happiness, and professional image.
www.proedgeskills.com
 
Customer Service
(It may help the reader to notice the role of customer service in the overall ... Additional Resources in the Category of Customer Service and Satisfaction ...
www.managementhelp.org
 
azcentral.com faq - azcentral.com Help - Arizona Republic Customer ...
azcentral.com faq - Welcome to the azcentral.com help center where you can find answers to azcentral.com and Arizona Republic customer service questions.
www.azcentral.com
 
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 ...
www.cafepress.com
 
Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
www.csweek.com
 
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. ...
www.tennessean.com
 
Customer Service Institute of Australia - dedicated to Australian ...
CSIA is a professional, membership-based body dedicated to improving the standards of customer service both at an individual level and at a corporate level ...
www.csia.com.au
 
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, ...
https:
 
Customer Service from FLORIDA TODAY
We're here to bring the finest customer service to your doorstep. ... Customer Service Hours Monday - Friday: 6:30 a.m. - 5 p.m. ET Saturday: ...
www.floridatoday.com
 
magazine customer service
https://secure.customersvc.com/ servlet/Show?WESPAGE=mo/home.html&MSRSMAG=MO - Similar pages
 
Customer Service – 8 Rules For Good Customer Service
Good customer service is the lifeblood of any business. You can bring in as many new customers as you want, but unless you can get some of those customers ...
sbinfocanada.about.com
 
Help | IndyStar.com
Customer Service • Terms of Service • Send feedback about IndyStar.com • Subscribe Now • Jobs with us. Use of this site signifies your agreement to the ...
www.indystar.com
 
 

 
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