Offering the Best in Customer Service
Customers today demand the best in customer service, thus offering nothing but the best in customer service isn't an option, but is a competitive necessity. Allow us to introduce companies we've worked with, who are offering the best in customer service.
- Response times for the Business Service Center at Chicago Public Schools improved to 92%, from a 24-hour response to same day response. And response times for escalated calls decreased from 3 days to next day. The BSC went from being an unranked department to the 3rd best unit out of 24.
- Response times for the payroll service team improved from 37% to 88%, and their first call resolution now averages 94%
The training programs implemented by Sage Software and Impact Learning Systems yielded exceptional results. Within two months of the training, managers at Sage Software observed a 15% increase in customer satisfaction scores, bringing them up to 94%. Sage Software calculates that they receive actual customer loyalty when their customer satisfaction scores reach 90 percent or better, so the company is now experiencing a notable increase in customer loyalty.
Although already in the top tier for their industry, two teams at Olympus Medical measurably improved customer satisfaction scores and have sustained the improvements over time.
Six months after implementing three custom sales training programs developed by Impact, La Opiniónrecorded the following results:
- A 22% increase in advertising revenue.
- An 8.2% increase in circulation…in an industry where circulation is declining overall
Inland Empire Health Plan representatives reporting to supervisors who received coaching from Impact Learning Systems and the department manager scored 37.5% higher on their monitoring forms than did representatives from teams where the supervisors did not receive additional coaching.
Sun Microsystems measured the impact of the training by comparing customer satisfaction surveys before and after the programs. The analysis demonstrated a 30% improvement in customer perceptions of Sun’s communication skills, which is a key driver of the overall customer experience.
Other Companies Recognized for their Customer Service Excellence:
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