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Further
Reading ...
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Your Personal Fortune Is In Your Words! - Ron Pioneer
What is the most important skill you can possess as an Internet Marketer? Your words! The words you choose to use in your ad copy, in your sales letters and on your website will determine your success in sales! Improve your "word" skills...
Working With Your Real Estate Attorney - W Troy Swezey
Purchasing or selling a home will probably be one of your largest and most important financial transactions. Before signing a contract to purchase or sell a home, both buyer and seller should consult an attorney to assure that the real estate...
A Business Guide For The Very New Internet Entrepreneur - Francisco Aloy
Did you recently buy your first computer and just started surfing the Net? Isn't it fun? All the new websites and places to go, sights to see! Have you ever wondered if you can make money with your newfound toy? I think that thought is...
The INCOTERMS - Amit Jhuraney
EXW - Ex-Works, named place where shipment is available to the buyer, not loaded. The seller will not contract for any transportation. International Carriage NOT Paid by Seller FCA - Free Carrier, unloaded at the seller's dock OR a named place...
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Are You Satisfying Your Customers?
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Written By:
Rosanne Dausilio, Ph.D.
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The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:
Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Such increases are hard to come by when consumers become less satisfied. The ACSI fell dramatically in the fourth quarter of 2004. The Index now stands at 73.6 – dropping nearly 1% compared with the third quarter. One would have to go back almost seven years to find an equivalent decline.
While high levels of customer satisfaction typically lead to company growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true.
What’s interesting with this study is that since 1995 customer service has consistently not made the grade, and services continue to top the list in terms of customer dissatisfaction. Remember we’re all in the service business!
Taken even further, growing customer dissatisfaction with contact center service levels is boosting the use of IVRs as 20% of customers opt for self service channels over live agents. That’s 1 in 5 customers bypassing the human because of poor service. (CRM Today, 2/18/05).
From past newsletters we know the impact and cost of repeat calls, bad call experiences, poor service, (if you don’t go to http://www.human-technologies.com/newsletter_archive.html). What can you do starting right now?
First, how and what are you measuring for customer satisfaction? Measurement systems must not only be in step with the customer's preferred communication channel, but the effectiveness of service delivery should be immediate. What does this mean? If the - continued below ...
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interaction is via phone, a survey should be via phone, not by a subsequent email. Are you actually asking the customer for feedback on their experience—what is now jargoned as ‘the voice of the customer?’ Merely using metrics will give you guidelines, but could be false security. Go to the source. Ask your customers!
Second, according to the third National Complaints Culture Survey unhappy customers are growing increasingly frustrated with the way their complaints are being handled, and hard-pressed call center staff are being hindered by a lack of training and support from their employers.
Since calls coming into a center are escalated before they’re even answered—if I could successfully find my answers through the website, self service, VRU, IVR, etc. I wouldn’t need to talk to a human—agents need more tools than ever before to diffuse what is being presented to them such that they can move the customer onto a more productive interaction, and close the call.
Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic, or outdated training is like trying to put a round peg in a square hole.
Today’s training modules must be customized to the customer, not the statistics, and training must be presented ongoingly. Remember, training is a process, not an event.
About the Author
ROSANNE D'AUSILIO, Ph.D., industrial psychologist/President, Human Technologies Global, (www.human-technologies.com) provides needs analyses and customer service trainings. She authors Wake Up Your Call Center: Humanize Your Interaction Hub, Customer Service and The Human Experience, and Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck. Subscribe to Human Tech Tips at www.HumanTechTips.com.
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What is Network Marketing? Is it For Me? - Emmett B Jamie Whitten Jr
We have all heard the hype! “Make a million dollars over night in Network Marketing”. The fact of the matter is, you can make a million dollars in Network Marketing! Once you have developed two principals or habits and make them a part of your...
What's the Secret to Repeat Business? - Diane Hughes
When you think about ways to gain repeat business from your customers, you probably turn your thoughts to marketing efforts such as advertising, public relations and other means that will allow you to repeatedly be seen. However, without one...
Why Does Your Business Need An Autoresponder? - Albert Hoogendoorn
Suppose you have a website with 500 visitors a day, and one in fifty of them requests information. That's ten e-mails you're going to have to send manually for the next few days or weeks. And tomorrow you get another ten, and the next day another...
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