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Posts Tagged ‘performance improvement’
March 16th, 2010 by Peggy Carlaw
Customer Service and Social Media
Social media is getting to be an ever more popular tool for connecting with customers and providing customer service. On the plus side, it can be a positive generator of customer satisfaction and sales. For example @DellOutlet has generated over 1.5 million followers and $6.5 M in sales on Twitter since they first launched in June, 2007. Why? Twitter provides an easy and quick way to for customers to get service . . . and they save money by being alerted to the latest sales!
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Tags: customer, customer experience, customer service, customer support, delloutlet, England, performance improvement, poor customer service, service, Twitter, united airlines, YouTube
Posted in Customer Service & Support, Industry Issues & News | Add Comments »
February 8th, 2010 by Malcolm Carlaw
There’s a view of sales and customer service evolving in social networks that goes beyond selling or supporting the features and functions of products or services; it’s about engaging customers and giving them a voice. Back in the stone age, these communities were called users groups; now they’re called online communities. It turns out that engaging customers is good business and network technology is a perfect tool to get them engaged.
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Tags: customer experience, customer retention, customer service training, customers, engagement, marketing, performance improvement, Training
Posted in Industry Issues & News, critical thinking | Add Comments »
December 31st, 2009 by Peggy Carlaw
 Motorola’s Home Networks & Mobility Division partnered with Impact Learning Systems and TSIA in the Support Staff Excellence program. After a 10 week initiative, with 150 engineers and managers receiving Customer Service Professional (CSP-I) training from Impact, Motorola recorded a 10% improvement in customer satisfaction and a 56% improvement in call resolution rates. In addition, Motorola received the Support Staff Excellence certification, sponsored by TSIA.
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Tags: customer satisfaction, customer service, first call resolution, performance improvement, technical support
Posted in Industry Issues & News, Sales & Service Metrics | Add Comments »
August 7th, 2009 by Monica Postell
I saw an inspiring movie this evening about a young woman who feels stuck in an unrewarding job and decides to cook her way through Julia Child’s “Mastering the Art of French Cooking” and blog about it. It made me want to find my mother’s copy of Julia’s masterpiece, break out the butter, dig out my whisks, and cook something that would make my friends and family exclaim “Yum!”
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Tags: customer service, goal setting, goals, performance improvement, personal growth, sales process, technical support
Posted in Customer Service & Support, HEART Model, Motivation & Retention, Sales & Service Metrics, Training & Development | Add Comments »
     
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5 Ways to Grow a Culture of Customer Loyalty
