How To Kick Your Customer Service Up A Notch
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...
Identity Theft and You
According to the F.B.I. and the Federal Trade Commission, identity theft is the fastest-growing white-collar crime in the United States estimated at 10 million people victimized each year. Nowadays, when your purse or wallet gets stolen, the cash inside may not be the only thing a thief wants to steal. The most valuable items in your wallet are your Social Security number, ATM card, credit cards, bank checks, and any other items containing your personal information.
Additionally, during the...
The 5 W's of World Class Customer Service Skills Training
The preamble to the United States Constitution begins, we, the people. I feel strongly that we, the people, are what make the difference in life, both personally and professionally.
The interaction anyone has at any level with your employees, including you, gives a customer-- whether current, potential, internal or external--an opportunity to make a judgment about you, your company, all companies like yours. Im not just talking about call centers here. All technical support or help...
Training and ROI
Turnover continues to be high; new hire costs are on the riseIve seen anywhere from $6500 to $10,000 quoted per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure?
Research has been making a case for how spending in human performance areas such as training, translates into bottom line growth. Accenture's study on the impact of training on ROI has some interesting...
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