5 Ways to Grow a Culture of Customer Loyalty
I’m a little behind in my industry periodicals reading. (I don’t suppose you can identify with that.) Anyway, I came across an interesting article in the May 2010 issue of ASTD Training & Development magazine by Barbara Carnes called “Manager: The Forgotten Training Partner.” I had to laugh when she described a “typical scenario” about a manager approaching learning and development for help with some training. After the “usual discussions about outcomes” the L&D person suggested a training plan to which the manager replied, “Can you do it in less time?” Hey, that happened to me! I cringed in recognition when she suggested that the real message behind that question was something closer to “Can’t we just get it over with?” I can’t blame a manager for saying that. Time is precious and if I don’t understand the value of something I’m unlikely to lend my support or give up my time (at least not without a lot of whining and excuses) to participate.
Archive for the ‘Coaching & Supervision’ CategoryImproving Call Center Operations Part 2: CoachingJune 1st, 2010 by Seth BricknerIn a previous post we discussed improving call center operations by optimizing the work environment. Another way to have a substantial, positive impact on call center operations is through coaching to help develop the employees representing your company. Improving Call Center Operations Part 1: The EnvironmentMay 26th, 2010 by Seth BricknerWith so much emphasis placed on call metrics (”the numbers”) these days, it’s important to assess and optimize the environment in which representatives are supposed to achieve those numbers. Improving the work environment can have a substantial impact on call center operations and the behavior that impacts metrics. Extreme Networks Wins Prestigious Support Staff Excellence AwardMay 24th, 2010 by Peggy Carlaw
Preparing for the Outbound CallMay 19th, 2010 by Seth Brickner“Hello?” We get a call from an unrecognized number, and our response is often a “hello” that’s not spoken as a greeting but rather posed as a question, as in “Hello - who’s this?” or “Hello - what do you want?” We don’t know what the caller wants or what we’ll say next; there’s no way to prepare for that. 5 Principles of Customer CareApril 28th, 2010 by Vasudha DemingOver the past 15 years, Impact Learning Systems has worked with many organizations to help establish a culture of world-class service. The principles outlined here are key to that endeavor, regardless of industry. Let’s Hear It for the Little GuysApril 15th, 2010 by Peggy CarlawNancy Lublin wrote a thoughtful column in the April issue of Fast Company, called Let’s Hear It for the Little Guys. In it, she posits that we’ve overdone the whole leadership thing and “we’re not spending nearly enough time crediting the folks who turn all that visionary stuff into tangible reality . . .” Customer Service 101February 18th, 2010 by Peggy CarlawCustomer Service—the Customer’s WayWhile driving down the road the other day, I heard the following commercial on the radio: Doing More With LessFebruary 8th, 2010 by Seth BricknerHere’s the good news: The fact that you are reading this likely means that you’re still employed. While others in this current economy may find themselves unemployed, your company’s management continues to believe in you and your ability to help it achieve its goals. Getting Real With Your ResolutionsJanuary 1st, 2010 by Vasudha DemingI’m writing this blog post on January 1, the universally acknowledged (if technically unofficial) day of goals, aims, and resolutions. We all set them, and at the moment that we do, we’re bursting with hope, determination and enthusiasm. It turns out, however, that these good intentions are generally not enough to carry us through to the actual achievement of our goals.       |
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