Content about Customer service

December 6, 2011
When Did Robots Take Over Customer Service?

I recently checked into a hotel and found instead of a front-desk agent a self-service kiosk. This made me wonder if one-on-one training eventually will be a thing of the past. Will a computer actually fully take the place of both the personal training experience and the customer service experience?

By Scott T. Merrick Training Account Manager Signature Worldwide

On a recent trip to a well-known big-box retailer, I noticed with much pleasure a small child goading his mom into letting him scan their purchases through the self-service checkout. All I could think of was as a child I would have loved this, and now as an adult I was equally intrigued, so I went to one of the available self-serve kiosk and followed the instructions.

October 26, 2011
Equipping Contact Center Agents to Deliver Personal Service

Intelligent workflow technology that integrates with call routing systems to identify agent idle time and push training and coaching activities to the agent’s desktop is one way contact centers are improving the customer experience.

By Matt McConnell, President and CEO,  Knowlagent

“Wow! That automated attendant really delivered great service!” In an age of automation, how often do you hear a customer enthusiastically share a positive experience with a self-service or instant-service communication channel?

September 16, 2011
Turning Customers Into Advocates

Training employees in rapport-building skills goes some way to improving their performance in real interactions with customers. However, no amount of training in the techniques of rapport building will improve an employee’s real behavior with a customer if that employee is stuck in a mindset that, wittingly or unwittingly, drives rapport-destroying behavior.

By Jonathan Chalstrey, Jonathan Chalstrey Associates

July 28, 2011
Learning and Development at Sprint

Sprint sees the marriage between traditional and leading-edge learning methods as an ongoing opportunity that continues to evolve, and that is reflected in an evolving performance-system approach. Sprint University collaborates with business units such as Sales and Customer Management to develop performer support tools that drive improved efficiency and effectiveness.

By Dave Fogleman, Vice President, Sprint University

Results from the 2011 American Customer Satisfaction Index include this noteworthy outcome: “Sprint was unbeaten among major wireless carriers for customer satisfaction. In addition to tying for first place among wireless carriers, Sprint was also the No. 1 most improved company in customer satisfaction, across all industries, over the last three years.” This recognition highlights the great strides Sprint has made in recent years to improve customer service and customer turnover.

July 1, 2011
Refocus Your Training on the Basics

Retooling your sales and service processes ensures your people a comprehensive selection of “how should I react in this situation” tools so they can focus on the customer, not on the product. Next, combine this new culture with an ongoing reinforcement and coaching plan that continues to give your staff additional tools they will need to be successful from the “Hello” at the beginning of a relationship to the ending, “Thank you, is there anything else I can do for you?”

By Dave Hamilton, senior vice president for Signature Worldwide

There has been an accelerated increase in consumer expectations the last few years. Yes, today’s economic climate has been a driving factor, but certainly not the only reason our customers now are focused on perceived value. The waste-not, want-not mentality, so visible and practiced by the traditionalist generation that was discarded by following generations, now seems to be the new status quo. It’s been said all things run in cycles.

June 2, 2011
Measuring Customer Service Training’s Impact

By investing in customer service training, employees will learn skills to provide better service up front and also uncover ways to reduce customer dissatisfaction. But the employee contribution is only part of the equation. A company must do its part by completing the pre-planning, goal setting, measurement, and readjustment phases.

By Kristen Meletio Kmetz, Regional Training Account Manager, Signature Worldwide

April 10, 2007
Grow Your Business One Customer at a Time

Customers make your business successful. Show them you appreciate their loyalty with these helpful tips.

Customers make your business successful. Show them you appreciate their loyalty with these helpful tips.