5 Ways to Grow a Culture of Customer Loyalty
How does new hire training hatch great customer service representatives? Sure, hiring the right people is a critical starting point but, as I learned from Graham Kingma of WIND Mobile, being unafraid to try some rather unorthodox customer service training can produce a real bonanza of benefits. WIND Mobile, a Canadian start-up, is Canada’s fourth mobile service provider. I just saw a video post of Kingma talking about how his organization built their call center from the ground up.
Posts Tagged ‘customer satisfaction’What Customer Service Skills Are Most Valuable?March 29th, 2010 by Vasudha DemingAt Impact Learning Systems we’re frequently asked which skills are most valuable for customer service — and most essential to include in a customer service training session. The honest answer is this: Skills are of secondary importance. 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: The Business Case for First Call ResolutionJanuary 7th, 2010 by Peggy CarlawKeeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain. Altitude Software Flies High With First Call ResolutionJanuary 2nd, 2010 by Peggy Carlaw Congratulations to José Fonseca, Executive VP of Customer Assistance, for leading the charge to improve first call resolution (FCR) at Altitude Software.Motorola: Relentless in the Pursuit of Improving Customer SatisfactionDecember 31st, 2009 by Peggy Carlaw
Hold, Please! Humor Imitating Life.November 12th, 2009 by Peggy Carlaw
If You’re Going to Ask if I’m Pleased, Please Do So in a Way That Pleases MeOctober 4th, 2009 by Vasudha DemingYesterday, for the second time in recent memory, I had a befuddling experience as a customer that I hope won’t be (but fear might be) a new trend in customer communications. Never Rest on Your LaurelsAugust 10th, 2009 by Peggy Carlaw
The Experience Is the Brand (Part 1)July 28th, 2009 by Malcolm CarlawYour reputation is based on your customer’s experience. Fixing or preventing problems is half of the service equation; communicating with customers is the other half. Customer service is as important, if not more important than the immediate resolution of the problem.       |
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Motorola’s Home Networks & Mobility Division partnered with Impact Learning Systems and 
Humor: A worker at a car dealership was juggling 12 different tasks when a customer phoned. “Parts department. Can you hold please?” he said. The person on the other end obviously couldn’t, because the next thing heard was, “Then could you call back when you can hold?” Reader’s Digest, August 2009.
Some companies just never stop trying to improve. 
