Customer Service Information |
|
Customer Satisfaction and the Service Business
The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter. Customer satisfaction is a qualitative assessment of the services you provide, and therefore it is a surrogate measure of the value of your services to your customers. The measurement method you choose can make makes a difference to the results obtained. Your motivation for measuring customer satisfaction will drive both your methodology for collecting the data, and what you do with it. Client satisfaction data can be collected for:
Be clear about why you are collecting satisfaction data; to deliver a good report card (a primary motivation of units in a large corporation or public sector entity, or for businesses which are required to meet certain standards), or to diagnose and manage continuous improvement. For a good report card, measure general satisfaction using a once-a-year survey. Every business wants a good report card, but that will not help you improve your performance. To obtain useful data you need to measure client satisfaction with specific attributes of your service at the time of the transaction. Some tips:
Finally, never forget that emphasis on satisfaction of current customer demands can inhibit the development of innovations that can meet the future, or current, but unstated, demands of those same customers. That's why you need to keep talking to them. Try the one question survey: pick a question for a period of time and include it in every conversation you have with a client. Jennifer Cram is a sought-after civil celebrant based in Brisbane, Queensland, Australia. She has also has 30 experience as a manager in the public sector and has published numerous papers on measuring service performance. For more information http://www.jennifercram.com and http://www.alia.org.au/~jcram/ Copyright © 2005 Jennifer Cram. You have permission to publish this article electronically or in print, free of charge, as long as the bylines are included. A courtesy copy of your publication would be appreciated.
MORE RESOURCES: NTTA customer service, Tarrant County district clerk spar over mistaken charge The Dallas Morning News Availity Wins Two Bronze StevieĀ® Awards in 2024 Stevie Awards for Sales & Customer Service Yahoo Finance Frost & Sullivan and SOCAP Forge Strategic Partnership to Elevate Customer Care and Experience Yahoo Finance How did customer service get so bad? Financial Times Realtor Lammert delivers customer service from the inside out Leader Publications Cherokee Indian Hospital Authority opens new PRC Customer Service Desk Cherokee One Feather āHonesty, integrity, and doing things right: Les Schwab Tire Center makes customer service a priority Canon City Daily Record New York State Alerts New Yorkers of Temporary Electronic Benefits Transfer (EBT) Outage on Sunday, May 19, for ... Office of Temporary and Disability Assistance Availity Wins Two Bronze StevieĀ® Awards in 2024 Stevie Awards for Sales & Customer Service Business Wire Integrated solutions empower productivity for SMBs Insights by Samsung Verizon (VZ) Enhances Customer Service With GenAI Integration Zacks Investment Research Verizon sharpens GenAI tools to impro... Mobile World Live No, GPT-4o isn't going to kill teaching or customer service Business Insider Verizon unveils human-assisted GenAI tools for customer service Telecompaper EN How customer service factors into the claims experience Canadian Underwriter Cognigy Named a Leader in 2024 āConversational AI For Customer Serviceā Report The Bakersfield Californian What Consumers are Saying About AI and Customer Service Customer Think CommBox Launches Connect Partner Programme, Offering Market-Leading Automation and AI Capabilities to ... Business Wire Opinion: If it's not dead already, customer service is certainly on life support ā¢ Asheville Watchdog Asheville Watchdog Frequently asked questions and customer service CSPI Newsroom Top Banks Offering 24/7 Customer Service in 2024 Business Insider Codelocks Australia: 10 years of innovative access control solutions | Security News SourceSecurity.com Customer Service & Support Hillsborough County (.gov) 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 Senate Passes FAA Bill on Air Safety and Customer Service ā The Presidential Prayer Team The Presidential Prayer Team 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 AI enhances flexibility and efficiency for customer service centers, new research reveals | Binghamton News Binghamton University Porsche claims first place for customer service among premium car owners in J.D. Power Study Porsche Newsroom How to contact Amazon UK Customer Service About Amazon.co.uk The correct airline customer service numbers to help avoid scams - The Washington Post The Washington Post Welcome to Riverside Public Utilities City of Riverside (.gov) Forbes Recognizes Regions Bank for Best Customer Service Regions Financial Corporation Lee Michaelsā Scott Berg: How to make unhappy customers happy Greater Baton Rouge Business Report Customer Assistance Programs DC Water Genesys & ServiceNow join forces to revolutionise customer service ChannelLife Australia Contact SEA Customer Care portseattle.org State Governments Deploy Contact Center AI to Bolster Customer Service StateTech Magazine Customer Support GE Aerospace Buccaneers Continue to Excel in Season Pass Member Customer Service Experience, Voted No. 1 for Sixth ... Buccaneers.com Senate passes bill improving air safety and service for travelers, a day before FAA law expires Chicago Tribune At some point, construction gave up on customer service ā but it's far from a lost cause New Civil Engineer Child Support Services Division Mass.gov Air India rolls out iPad app for on board customer service Live From A Lounge Gen Z prefers AI chatbots over phone calls, says Affirm's CEO Business Insider Verizon Down? Users Report Service Outage, Call Dropping | Ways To Troubleshoot And Customer Support Times Now AI is replacing customer service jobs across the globe The Washington Post Customer Service Center - Recreation & Wellbeing University of California, Berkeley Taxpayers let down by Poor HMRC customer service www.contact-centres.com A Bruins fan in Ontario complains of botched merch delivery The Boston Globe |
RELATED ARTICLES
Empowering Customer Service Vital It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.Powerless, these CSRs often actually ignore customers' requests and declarations of their intent to leave, even encouraging them to seek out another company!They often repeat the few phrases they're allowed to say over and over again, further infuriating the customers. Customer Service and Call Center Outsourcing, Whats The Buzz? The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%. 4 Easy Steps to Better Online Customer Support Customer support is very important when you're running a business, whether your business is on or off the net. If your customer support is hopeless, you'll soon find your customers running away from you and worse, telling others to stay away too. Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support Despite rumors to the contrary, the Web is not dead. More people are using it, they have faster bandwidth, and in many cases Net-time is taking over TV-time. 11 Ways to Get What You Want - Be a Clever Customer! We all want great service, whether we are buying our weekly groceries from a store, or want a billing hitch resolved at our local utilities provider. Whether it's getting our car fixed, or a great meal in a restaurant. Carpet Cleaning in Surrey Like any business, carpet and upholstery cleaning requires excellent customer service and great value for money. There are a number of ways in which one can obtain these. You MUST Sweat the Small Stuff It's The Little Things That Make or Break a Small BusinessIf you make a poor impression in small things, why should customers trust you with larger ones like buying your product regularly or giving you a big order? In the last two days, I've seen this simple fact proved three times.I ordered software from Company A. Sending Mixed Signals Can Send Your Clients Away I call it the "wave and roll."You walk up to an intersection. Whats For Lunch? As an entrepreneur, I'm always intrigued by small businesses, home-based or not, that exceed the expectations of their customers in a big way.Let me tell you about one of them. Stand Out in Business the Write Way When was the last time you received a handwritten note from a business associate? It may be that it was too long ago for you to remember. On the other hand, if you have gotten one lately, you know exactly who sent it and when. Keeping Clients Happy Keeps them Coming Back Whether you are a seasoned small business professional, or you have just opened your doors to new clients, your marketing strategy should not only involve bringing in new business, it should also include keeping your current clients, your most important asset, happy and coming back for more or referring your services.Top-notch customer service is the most important contributing factor in the success of your business. Client Appreciation - It Means Everything! Want to know the secret for keeping your clients forever? And what if you could keep your revenue growing by 25 percent every year, because your clients loved the way you appreciated them? In this article, you will learn how easy it is to develop a powerful client appreciation program. Once in place, an appreciation program will forever change the way you operate and manage your business. Accountability The Call Center world is an intense pressure-driven environment continually being shaped by pressure to ensure steady profitability and a secure competitive advantage.Accountability and a basic fundamental understanding of Performance Management serve as two of the most power tools a Call Center manager has at his/her disposal. What's in a Name? Different people call their Customers by different names. If they don't have Customers, they have Clients, purchasers, licensees, users, patients, members, franchisees, or buyers. Customer No Service - How to Lose a Loyal Customer! So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas. Losing Angry Customers This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Committed To Your Customer? Prove It When They Complain! Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. 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. Oil Change Customer from Hell or Hoax; You Decide Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile oil change companies remove the used motor oil from the crank case? Well they "Evacuate it" or in the industry we call it "E-VAC" and this means we suck it out of the dip stick tube with a thin tube which is pushed into the crankcase. Many wonder will this get all the oil out? The answer is not all the oil. 10 Customer Service Quality Statements to Measure up Against It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions". |
home | site map |
© 2006 |