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Customer Satisfaction Scores Up 20% Peggy Carlaw

ascom logo Customer Satisfaction Scores Up 20%We got great news today. Ascom TEMS (for­merly Eric­s­son) had CSAT scores  of 3.5 on a 5 point scale in their tech­ni­cal sup­port group. They wanted their reps to bet­ter under­stand caller needs, prop­erly clas­sify issues, improve their ver­bal and writ­ten com­mu­ni­ca­tion skills, and pro­fes­sion­ally han­dle upset callers.

After par­tic­i­pat­ing in our cus­tomer ser­vice train­ing for tech­ni­cal sup­port reps and our e-mail com­mu­ni­ca­tion pro­gram, their scores increased to 4.1%. And get this…they increased even more to 4.19 a year after train­ing was over. That's a 20% improve­ment one year after the train­ing event!

Do you think it had any­thing to do with our best-practice approach to learn­ing and the fan­tas­tic job Mark Laing at Ascom TEMS did using our rein­force­ment tools? You betcha! Con­grat­u­la­tions Ascom TEMS. You rock!

Peggy Car­law is the founder of Impact Learn­ing Sys­tems, a lead­ing train­ing com­pany spe­cial­iz­ing in improv­ing com­mu­ni­ca­tions between front-line employ­ees and cus­tomers. Peggy is co-author of sev­eral books pub­lished by McGraw-Hill, includ­ing Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees and The Big Book of Cus­tomer Ser­vice Train­ing Games.
3 Customer Satisfaction Scores Up 20%
Peggy Carlaw
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  • http://www.facebook.com/saramarke Sara Marke

    Well for me as a cus­tomer sup­port spe­cial­ist i always believe that cus­tomer sat­is­fac­tion mat­ters most from all odds. We must widen our mind that in this world sat­is­fac­tion is what we always look after.






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