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 ‘Customer Service & Support’ CategoryHear and UnderstandJuly 13th, 2010 by Peggy Carlaw
Total Service Through Cross-Selling: A Brief HistoryJuly 8th, 2010 by Seth BricknerApproximately 65,000,000 years ago, as pterodactyls were on their way out and USB devices were on their way in, printer cables were sold separately from home printers. That was standard practice. Here’s how it worked: Help…Is Anyone Listening?June 24th, 2010 by Monique CastilloHave you ever felt like you weren’t being listened to? If so, you know how frustrating it can be. Recently my husband reordered a pair of shoes and the company sent the wrong size. I called customer service to get the right size. A lady answered and I explained our situation. She interrupted me and said she just needed our last name, and then she told me to check my email for return instructions. The HEART in HiringJune 17th, 2010 by Monique CastilloWhile out of town on business recently, I stayed at a Homewood Suites hotel. This hotel wasn’t extravagant–no restaurant, no valet service. What it did have though, was consistently outstanding customer service. Is It Fixed Yet? — Managing Customer Expectations for Technical SupportJune 15th, 2010 by Monica Postell“Are we there yet?” “Are we there yet?” “Are we there yet?” Do kids still say that? I sometimes think the adult version of that old anthem is “Is it fixed yet?” Technical Support and Customer Service — The Perfect Service MashupJune 2nd, 2010 by Monica Postell“What’s that odd noise? That’s not how my car/hard drive/dishwasher/printer usually sounds.” “Hey, what’s going on. My screen’s all blue!!” Improving 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
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CSAT, VOC, CRM, now SCRM. Who’s listening to the customer? These days, who isn’t listening? At Impact, our guiding beacon in driving our customers’ experience is the 
