To help understand the direction your customer care strategy is headed, consider the following:
• Are you evolving the contact center from a cost to a profit center?
• Is your culture transitioning from a service only, to a service to sales culture?
• Is your call center strategy tightly aligned with your brand's promise?
Well, was it worth taking the time to reflect?
Showing posts with label Call Center Training. Show all posts
Showing posts with label Call Center Training. Show all posts
Search for the Right Customer Loyalty, Service & Call Center Resource. Right Now.
Introducing a powerful new Search Tool to help you track down the right Customer Loyalty, Customer Service, and Call Center Training & Best Practice Resource right now. Search this blog and the vast collection of corporate training communities and related best practice blogs with a single click.
Step 1 - Locate the Search Tool to the right of this post
Step 2 - Type your keyword search phrase. eg. Performance Culture
Step 3 - Click Search
Step 4 - Review the results, sorted by:
This Blog | Sites Linked to this Blog | Recommended Blogs
See illustration below. Enjoy.
Customer Loyalty Training Research Study Results
Over the course of the past 12 months, we conducted an online research study where visitors to our website were anonymously surveyed across an area of topics related driving performance through investments in human capital. In particular, one such survey asked respondents the following question:
What customer service or customer loyalty issue is keeping you up at night?
From a list of predefined responses, here are the results for your viewing pleasure.
What customer service or customer loyalty issue is keeping you up at night?
From a list of predefined responses, here are the results for your viewing pleasure.
- Retaining top reps/agents--14%
- Ensuring customer satisfaction--34%
- Improving outsourced/off-shored service quality--17%
- Managing and using product knowledge--26%
- Other--9%
Customer Service Communication - A Case Study
Situation:
Customer service clerks misunderstanding customers and failing to "live the brand promise" through the consistent use of clear, concise communication skills in the call center environment.
The Ad department of a regional daily newspaper took ads from many non-native speakers of English. Because the clerks could not understand the non-native speakers very well, the ads frequently contained errors, resulting in refunds to the customer.
Solution:
• Discern the accents most difficult for the clerks to understand.
• Provide a 3-hour workshop explaining the most common errors made by non-native speakers, practice in interpreting common accents and communicating more accurately with limited English speakers.
Results:
Reduction in errors made by customer service service personnel and clerks; implementation of a call center coaching program to ensure the skills transfer to long-term on the job performance.
Customer service clerks misunderstanding customers and failing to "live the brand promise" through the consistent use of clear, concise communication skills in the call center environment.
The Ad department of a regional daily newspaper took ads from many non-native speakers of English. Because the clerks could not understand the non-native speakers very well, the ads frequently contained errors, resulting in refunds to the customer.
Solution:
• Discern the accents most difficult for the clerks to understand.
• Provide a 3-hour workshop explaining the most common errors made by non-native speakers, practice in interpreting common accents and communicating more accurately with limited English speakers.
Results:
Reduction in errors made by customer service service personnel and clerks; implementation of a call center coaching program to ensure the skills transfer to long-term on the job performance.
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