Let us create a 3D eBook for you!
Let us create a 3d Digital eBook for you! DigyCat.com

Are You Satisfying Your Customers?


The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:

Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Such increases are hard to come by when consumers become less satisfied. The ACSI fell dramatically in the fourth quarter of 2004. The Index now stands at 73.6 - dropping nearly 1% compared with the third quarter. One would have to go back almost seven years to find an equivalent decline.

While high levels of customer satisfaction typically lead to company growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true.

What's interesting with this study is that since 1995 customer service has consistently not made the grade, and services continue to top the list in terms of customer dissatisfaction. Remember we're all in the service business!

Taken even further, growing customer dissatisfaction with contact center service levels is boosting the use of IVRs as 20% of customers opt for self service channels over live agents. That's 1 in 5 customers bypassing the human because of poor service. (CRM Today, 2/18/05).

Most of us know the impact and cost of repeat calls, bad call experiences, poor service, (if you don't go to http://www.human-technologies.com/newsletter_archive.html). What can you do starting right now?

First, how and what are you measuring for customer satisfaction? Measurement systems must not only be in step with the customer's preferred communication channel, but the effectiveness of service delivery should be immediate.

What does this mean? If the interaction is via phone, a survey should be via phone, not by a subsequent email. Are you actually asking the customer for feedback on their experience-what is now jargoned as 'the voice of the customer?' Merely using metrics will give you guidelines, but could be false security. Go to the source. Ask your customers!

Second, according to the third National Complaints Culture Survey unhappy customers are growing increasingly frustrated with the way their complaints are being handled, and hard-pressed call center staff are being hindered by a lack of training and support from their employers.

Since calls coming into an organization are escalated before they're even answered-if I could successfully find my answers through the website, self service, VRU, IVR, etc. I wouldn't need to talk to a human-so employees need more tools than ever before to diffuse what is being presented to them such that they can move the customer onto a more productive interaction, and close the call.

Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic, or outdated training is like trying to put a round peg in a square hole. Today's training modules must be customized to the customer, not the statistics, and training must be presented ongoingly. It must be highly interactive, current, and robust with role playing opportunities.

Remember, training is a process, not an event

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. 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.


MORE RESOURCES:

Customer Service - Google News

This RSS feed URL is deprecated

This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news

Data Integration Specialist (Customer Service) - Built In Chicago


Data Integration Specialist (Customer Service)
Built In Chicago
The Chowly Data Integration Specialist provides a 5-star customer experience to all Chowly clients. Working in-office, the Data Integration Specialist reviews, builds, and updates menu mappings between Third-party Online Ordering Solutions (TOOS) and ...

It's My Job: Brooks Mitchell, customer service and IT at The Trophy House - The Fayetteville Observer


The Fayetteville Observer

It's My Job: Brooks Mitchell, customer service and IT at The Trophy House
The Fayetteville Observer
“I have been in customer service for 16 years with eight of those being with The Trophy House as a military sales SME, and recently its network administrator, as well.” SME is an acronym for subject matter expert. What is your favorite part about this ...

Trump victory? Credit Clinton loathing, not dealmaker skill, after shutdown - Miami Herald


Trump victory? Credit Clinton loathing, not dealmaker skill, after shutdown
Miami Herald
And now the shutdown comes just months after he failed — twice — to help Republicans make good on his promise to repeal and replace President Barack Obama's signature legislative issues, the Affordable Care Act. And it robs of him of momentum ...

and more »

T-Mobile's customer service is its biggest success story - BGR


BGR

T-Mobile's customer service is its biggest success story
BGR
Since John Legere took control of T-Mobile in 2012, the carrier has orchestrated a remarkable turn-around. Through launching the Un-Carrier initiative, T-Mobile turned its scrappy underdog status into a marketing plug, and by adding the iPhone to its ...
T-Mobile tops JD Power wireless customer care rankings, Sprint a distant fourth place Brinkwire (press release)

all 4 news articles »

'Wow' customer service for dentists: a competitive advantage - Dentistry IQ


Dentistry IQ

'Wow' customer service for dentists: a competitive advantage
Dentistry IQ
IN TODAY'S MODERN DENTAL ERA, ALL DENTAL PRACTICES NEED AND WANT TO STAND OUT FROM THEIR COMPETITON. Nothing makes you stand out more than great—no, actually, knock-your-socks-off— customer service. The success of retailers such as Nordstrom and ...

Money Can Ruin Everything In Customer Service And The Customer Experience (Here's How To Fix This) - Forbes


Forbes

Money Can Ruin Everything In Customer Service And The Customer Experience (Here's How To Fix This)
Forbes
I often make the argument (when I'm designing or redesigning a client company's customer experience or customer service approach) that the best way to conceptualize the customer experience is as a movie you're producing for your customer to star in ...

For Better Customer Service, Offer Options, Not Apologies - Harvard Business Review


For Better Customer Service, Offer Options, Not Apologies
Harvard Business Review
Jagdip Singh, a professor of marketing at the Weatherhead School of Management at Case Western Reserve University, explains his research team's new findings about customer satisfaction. He says apologizing is often counterproductive and that offering ...

How Customer Service Can Turn Angry Customers into Loyal Ones - Harvard Business Review


Harvard Business Review

How Customer Service Can Turn Angry Customers into Loyal Ones
Harvard Business Review
Good customer service seems like common sense for businesses. But how valuable is it really? Until now, this has not been rigorously quantified across different companies. Businesses are understandably reluctant to share their CRM and sales data, and ...

Research Finds the IRS Gives Better Customer Service Than Most Apps - Entrepreneur


Entrepreneur

Research Finds the IRS Gives Better Customer Service Than Most Apps
Entrepreneur
In the world of apps, it seems the latter situation is increasingly common. Unfortunately, we're seeing more of a reliance on FAQs, canned email responses and other tactics that divert customers without providing a solid end-to-end experience. This ...
Pornographic images found on children's games in Google Play store Financial Times
Malware Displaying Porn Ads Discovered in Game Apps on Google Play - Check Point Research - Check Point Software Check Point Research - Check Point Software
Designed for Families | Android Developers Android Developers
SearchMobileComputing - TechTarget
all 134 news articles »

LargeFriends.com - the best dating site for plus-sized singles!
SuccessfulMatchCentral.com - the best dating site for plus-sized singles!

PreLaunchX

AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us

© www.AusTrade.biz - 2012

home | site map | links