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Add You - Are You Satisfying Your Customers?
How would you like to achieve more success at work in a faster amount of time than anyone with whom you graduate?It's really quite simple. Have a plan. Have a career plan.So many people approach the job search as a "somebody take me please" endeavor as opposed to planning their job search, focusing on the employers where you want to work and setting goals and deadlines for career achievemen
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
Why? Because most of the other people online want to sign you up for some consulting service or sell you their book. I just want to spread good, important information that the average business might use to save money and create a more effective ad.The fact that I did write a book about that very subject is not relevant right now. You came here to learn something and darn it, that’s what I’m going to do. Te
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 v
Planning a meeting, corporate event or conference can be a trying task - particularly if you expect the event to be a large one. But before you despair over thoughts of potential meeting mishaps, remember that there is help at hand.There are a number of comprehensive resources to which you can turn when planning a meeting or event - from extensive checklists to professional event planners. And whether you'
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
Human Resource Management’s role in the company’s success increases each day. In this article I will discuss the reasons for the increasing impact of the HRM and will also talk about HRM in the retail industry.Human Resource Management is a vital function in organizations. It is becoming more important than ever. Line managers are getting involved in HRM, and human resource managers are becoming members
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
Regardless of where you open your briefcase or palm pilot each day - at a large corporation, a small business or the end of your dining room table – the key to staying employable the rest of your life is your own creative action. The person who is going to be successful is not going to succeed just because of good work. That is a given. It is expected. Crafting your competitive advantage is what is going to
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
The cost of presenteeism has now surpassed the cost of absenteeism. Presenteeism, which refers to sick employees who come to work instead of staying at home, now surpasses $180 billion annually. Absenteeism, where the employee does not report to work, costs $118 billion annually and medical expenses and lost productivity.Employee “illness” can be grouped into five different categories. The Society for Hum
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
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There's No Need to Pad Your Resume
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