When you invest in customer service training, you naturally want results. The sad truth is that many times there are no lasting results from business training programs. Sometimes this can be the fault of a poor instructor or materials, but more often it is a result of how training fits into a bigger business picture.
This picture is painted with a few training success equations. Let's look at a few of these.
First, here are the three main parameters to be included:
This is the last in a blog series on an important customer service study by Dimension Research.
All survey participants were asked if they had seen online reviews of customer service. About two-thirds of participants reported that they did recall reading these online reviews. Review sites were the most common place to read a negative review of customer serviceRead More
This is the third post in our blog series commenting on the recent study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value
It turns out that elephants aren't the only ones who never forget! Customers are right there with them, especially if it has to do with a BAD experience!
After defining good and bad customerRead More
This is the second post in our blog series commenting on the recent study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value
A recent survey of mid-sized company customers showed a strong and direct correlation between customer service levels and future spending (83%), especially in B2B transactions. Here are someRead More
An April 2013 Customer Service Study by Dimensional Research pinpointed what makes customers of mid-sized companies happy and what leaves them in dismay. This is the first in a series of blog posts about the important results of this study.
What made their customer service experience good:
1. Problem was resolved quickly
2. The contact
'How was everything?'
Have you been asked this question by a hotel front desk clerk, a server at a restaurant, or a car salesman after a demo ride? How likely is it that your response is either true or complete?
The simple fact is that the EASY answer to this question is 'Fine'. This answer does not give any insight to the customer service experience or sales readiness. How then, should this question be altered to get betterRead More
This Friday, March 1st is Employee Appreciation Day. It's not too late to think of ways to show your appreciation to staff. This is particularly important for your customer service staff. Why? Study after study show that engaged and appreciated employees provide better service to customers. This of course is common sense. If I am happy at work and am treated well, and am shown appreciation in a way that is meaningful, I will be more like to spread the love!
I justRead More
Lagniappe is a great French word often used in Louisiana which is defined as 'The art of giving a little something extra'. I love the word 'art' in the definition because it truly is an art. You are painting a canvas of experience every time a representative of your business comes in contact with a customer in a close encounter. How vivid and memorable are the colorsRead More
My daughter moved into a new apartment recently and ordered AT&T internet service. They sent out a modem and it would not connect, so they sent her another one. It still would not connect so she set up a service call. They gave her a tracking number for this service call. She adjusted her work schedule to be at home and asked me to be there since she had encountered so much difficulty already and knew I was a bit more knowlegable on the subject.
When 3 hours of the designated 4Read More