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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: Amazon axed more than 100 customer service managers in CEO Andy Jassy's latest job cuts Yahoo Finance When the customer is not always right Financial Times Oregon employment officials promise more effective service with reduced phone line hours Oregon Public Broadcasting NTTA customer service, Tarrant County district clerk spar over mistaken charge The Dallas Morning News Senate passes bill improving air safety and service for travelers, a day before FAA law expires The Associated Press How did customer service get so bad? Financial Times CCC Named a Stevie® Award Winner for Customer Service Department of the Year in the 2024 American Business ... Business Wire Cherokee Indian Hospital Authority opens new PRC Customer Service Desk Cherokee One Feather Softbank commits to AI customer service Tech Monitor Realtor Lammert delivers customer service from the inside out Leader Publications ‘Honesty, integrity, and doing things right:’ Les Schwab Tire Center makes customer service a priority Canon City Daily Record No, GPT-4o isn't going to kill teaching or customer service Business Insider New York State Alerts New Yorkers of Temporary Electronic Benefits Transfer (EBT) Outage on Sunday, May 19, for ... Office of Temporary and Disability Assistance The importance of customer service, growth, and community engagement – Jeff Rosen | Rosen Automotive Group CBT Automotive News Availity Wins Two Bronze Stevie® Awards in 2024 Stevie Awards for Sales & Customer Service Business Wire Company Webinars; POS, Non-Agency Products; STRATMOR and Customer Service; Freddie and Fannie News Mortgage News Daily Verizon (VZ) Enhances Customer Service With GenAI Integration Zacks Investment Research Verizon sharpens GenAI tools to impro... Mobile World Live What Consumers are Saying About AI and Customer Service Customer Think ICICI Bank has an important warning on 'customer service frauds': Shares these tips to spot such scams The Times of India Opinion: If it's not dead already, customer service is certainly on life support • Asheville Watchdog Asheville Watchdog Frequently asked questions and customer service CSPI Newsroom How customer service factors into the claims experience Canadian Underwriter Poll workers emphasize election confidence, customer service • Indiana Capital Chronicle Indiana Capital Chronicle Top Banks Offering 24/7 Customer Service in 2024 Business Insider Customer Service & Support Hillsborough County (.gov) Verizon unveils human-assisted GenAI tools for customer service Telecompaper EN They've got your back: Meet American's system customer service managers - American Airlines Newsroom They've got your back: Meet American's system customer service managers American Airlines Newsroom Rebuilding the IRS Improves Customer Service and Reduces the Tax Gap Center For American Progress The Marriott Maze: Navigating Customer Service Over $11, When Does It Stop Being Worth It? View from the Wing Senate Passes FAA Bill on Air Safety and Customer Service – The Presidential Prayer Team The Presidential Prayer Team Porsche claims first place for customer service among premium car owners in J.D. Power Study Porsche Newsroom AI enhances flexibility and efficiency for customer service centers, new research reveals | Binghamton News Binghamton University How AI can enhance customer service The Keyword | Google Product and Technology News The correct airline customer service numbers to help avoid scams The Washington Post Forbes Recognizes Regions Bank for Best Customer Service Regions Financial Corporation Customer Assistance Programs DC Water Lee Michaels’ Scott Berg: How to make unhappy customers happy Greater Baton Rouge Business Report How to contact Amazon UK Customer Service About Amazon.co.uk Lancashire bank hailed as Customer Service Champion at awards Burnley Express Customer Support GE Aerospace Contact SEA Customer Care portseattle.org Buccaneers Continue to Excel in Season Pass Member Customer Service Experience, Voted No. 1 for Sixth ... Buccaneers.com Genesys & ServiceNow join forces to revolutionise customer service ChannelLife Australia Billing and Insurance WellSpan Health |
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