“Say what you mean, Mean what you say” We’ve all heard that phrase before. Sounds simple enough. But is it? When you think of the people who have influenced you in your life what do they all have in common. Teachers, coaches, managers and friends. Most likely they were all great communicators who were able to […]
Get to the Heart of Customer Service // ILS Newsletter: August, 2010 New on YouTube 5 Core Principles of Customer Care 5 Keys to Implementing a Successful Customer Service Strategy 1/5 — Lead and Inspire Developing a Customer Experience Strategy in a Cloudy World By Malcolm Carlaw Featured in TSIA’s quarterly edition of Inside Technology Services. […]
When businesses want to improve customer satisfaction, they often think of improving the communication skills of their front-line representatives. Improving communication skills is critical, but it's equally important to take a look at the numbers, or call center metrics, behind your operations to see how they affect both customer satisfaction and profits. For example, customers […]
When it comes to important customer service skills, communication leads the pack. Strong communicators have the best chance of getting people to open up, understanding their needs and helping resolve their issues. Most of us know someone who stands out as having excellent communication skills. These people seem to shine when it comes to talking […]
With only so many training dollars to go around, those who need to improve the knowledge and skills of their customer service and sales employees must make some choices: send the employees out to a public seminar, train them together in class, or have them learn on their own in an e-learning environment. What's the […]
Congratulations to José Fonseca, Executive VP of Customer Assistance, for leading the charge to improve first call resolution (FCR) at Altitude Software. Altitude's Technical Support department consists of highly specialized engineers with strong technical skills. Realizing the benefits to be gained by better managing both the technical and communication aspects of customer interactions, Altitude embarked on […]
Some companies just never stop trying to improve. Netezza's Technical Operations Department had a customer satisfaction score of 99%. The director, John Forrest, wasn't satisfied and embraced Net Promoter® as a way to improve even further. Net Promoter is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth. It holds […]
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