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3 Reasons Why You Better Know Your Customers...Or Else
Which statement sums up how you define your customers?
1) I have a very specific customer in mind -- very specific and very narrow. I only want to sell to this specific customer, I'm not interested in attracting anyone else.
Or
2) If they...
Achieving Competitive Advantage through Collaboration with Key Customers and Suppliers
An Evolving Operational Focus
In the past when companies pondered corporate strategy,
operations had been peripheral to the discussion. Operations
were considered a technical matter with one way of doing things
and therefore not,...
Customer service, everyone say's their's is great
Customer service, everyone say's their's is great while a large percentage fail miserably. By Vern Anderson Customer service is probably the most important part of any online business, but many are dropping the ball. This past week (not by design)...
Customer Service: Stop Sabotaging Your Customer Relationships
If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions."
Now don't...
Streamlining Customer Interaction for Business Success.
Whether on the phone placing an order or in the checkout line,
people hate to wait. Rarely am I physically present to make a
purchase in a place of business where the facilities are not
optimized for fast service. In those cases, it is often a...
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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, 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
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