Tag Archives: customer service

Customer Service KPI’s

KPIAs I put the final touches on my eBook entitled “Customer Experience in The Cloud”.  I thought I would share with everyone some of the key performance indicators to evaluate when your managing an online customer service operation.  In this blog post I included 10, but in my book I cover about 30 key performance indicators covering the web, social media, community/forums, email, and live chat.

Included in the chart below are the key performance indicators for your online customer service page and self service capabilities that your company may consider to measure the effectiveness of your online support.  This also includes he average for that indicator, and the best in class measure for the corresponding KPI.  The sources of these measures vary.  The sources of the KPIs and averages are from my collective experience with several organizations and an aggregate of multiple data sources to get to a range of best in class and average measures when it comes to online customer service. Continue reading Customer Service KPI’s

Call Center Metrics.

ecommerce 5Call Center Metrics.

Your call center operates in a high-stress environment and to achieve your full potential, you need to be dialled into the latest KPIs and metrics. Real-time metrics like current service level, call volume, and call abandon rates should be coupled with KPIs like customer satisfaction, cost per contact, and call resolution to provide a holistic view of your call center’s performance. By putting these KPIs and metrics on a web and mobile dashboard, you gain the data visibility you need to deliver the highest quality of service to your customers.

To help get you started, we’ve put together a list of the top 10 call center KPIs and metrics our customers use to monitor their performance.

IKEA Turns Common Sense Upside Down To Demonstrate Customer Service Quality by Ron Kaufman

Sometimes it’s the little gestures that make a huge difference in customer service quality. Going above and beyond to help people out on a “rainy day,” for example can make your company shine.

A great example of customer service quality in action comes from the retail world. At IKEA the furniture store, oversized umbrellas sit near the check-out.

The umbrellas are huge (3 people can fit underneath), colorful (in IKEA’s signature blue and yellow with a big company logo), and made of good quality materials (strong cloth, steel shaft, large wooden handle). Exactly the kind of umbrella you want to carry when it’s raining.

A small sign hangs nearby:

IKEA UMBRELLAS
Sunny Day………….. $10.

Rainy Day………….. $3.

I did a double-take, then smiled at the clever demonstration of customer service quality. Rainy days are when you really need an umbrella. Common sense says a smart retailer could raise the price and easily entice customers to buy. After all, there is a captive audience for umbrellas on a rainy day. But IKEA is even smarter and opts for customer service quality instead. Continue reading IKEA Turns Common Sense Upside Down To Demonstrate Customer Service Quality by Ron Kaufman

Inspire Customer Service Improvement With Personal Diamond Awards by Ron Kaufman

The Olympic Games are a global celebration of challenge, performance and achievement. Around the world, viewers thrill to see who takes home the Bronze, Silver and Gold. I enjoy looking deeper, silently granting “Personal Diamond Awards” to anyone who goes faster, higher or longer and achieves a “personal best.”

What would the Olympics be like if we officially included the Personal Diamond Awards?

Imagine an athlete who wins the bronze medal as well as a Personal Diamond. How would that athlete react? How might the audience respond? Would the bronze medalist begrudge the silver or gold medal winners? Not at all. Would the silver and gold winners offer their sincere and heartfelt congratulations? Absolutely.

Imagine an athlete who wins no medal at all, yet still achieves a Personal Diamond. Would he go home beaten and dismayed? Or elated by his achievement? Would his compatriots be disappointed or encouraged?

Imagine an athlete who wins the gold medal with a Personal Diamond performance. How would the audience and athletes respond to that record-setting personal and global achievement? Continue reading Inspire Customer Service Improvement With Personal Diamond Awards by Ron Kaufman

The Amazing Harvey Mackay Demonstrates Impeccable Customer Service Skills by Ron Kaufman

Harvey Mackay is the author of Swim With the Sharks Without Being Eaten Alive and other bestsellers. More than 10,000,000 of his books have been purchased around the world. He is also a master of using excellent customer service skills.

Harvey is founder of the Mackay Envelope Corporation and is one remarkable human being. I had the pleasure of sharing a speaker’s platform with him at an Achiever’s Congress in Asia where he demonstrated the meaning of impeccable customer service skills.
Harvey says the “real title” of all his popular business books is Prepare to Win – get yourself ready to succeed through vigorous and early preparation. He uses preparation to enable him to put forth amazing customer service skills.

He demonstrated this masterfully in the way he prepared for his upcoming speech in Asia. One month before the program, Harvey spent two hours with me on the telephone from his office in the United States. He wanted to know everything about the local audience: social trends, history, culture, economy, politics, races, religion, concerns, aspirations, hopes, fears and more. His desire to learn demonstrated impeccable customer service skills.

When he got off the plane in Asia, Harvey’s research and preparation continued, further demonstrating his customer service skills. He asked everyone he met for their personal insights on important issues of the day. By constantly asking and carefully listening, Harvey prepared himself (and his audience) to win.
He pored through the local papers and studied radio and television programs. He listened carefully to every speaker who preceded him on the platform.

And when Harvey Mackay walked on stage to deliver his 90-minute presentation, he had more customized notes sticking to the pages of his speech than I have seen anyone carry in years!
All his preparation paid off. Harvey’s integration of every idea, example and illustration was seamless. No one knew how many hours he had spent adjusting, improving and fine-tuning his speech for just this particular audience.

No one, that is, except Harvey Mackay. His attention to detail showed customer service skills that were truly amazing.

Key Learning Point 
Harvey’s original mission statement for the Mackay Envelope Corporation was: “To be in business forever.” His passion for preparation and delivery of exceptional customer service skills are two ways Harvey works to achieve this goal.
What if this was your mission statement?
How would you change your approach? How much time and effort would you invest to prepare, serve and delight your customers, partners and staff? How would you use customer service skills to help your business soar?
Learn from Harvey Mackay. Try it today.
Action Steps 
Harvey Mackay’s five rules for success in presentations – and in life:
1. Show up. (80% success)
2. Show up on time. (85% success)
3. Show up on time with a plan. (90% success)
4. Show up on time with a plan committed to excellence. (95% success)
5. Show up on time with a plan committed to excellence and then execute. (100% success)

About the Author

For much more of Harvey Mackay’s insight and practical wisdom, visit http://www.mackay.comRon Kaufman is the world`s leading educator and motivator for upgrading customer service and uplifting service culture. To enjoy more articles and tips on how to improve your Customer Service Skills - visit UpYourService.com.

http://goarticles.com

 

Accident Reactions Say A Lot About Customer Service Qualtiy by Ron Kaufman

Imagine you are the manager of a fast-food service restaurant.

A mother comes in for lunch with her young son. Half way through the meal the child knocks his drink on the floor creating a big mess!
What’s the first thing your well-trained crew members should do? Clean the floor? Replace the drink?

Not if you care about your customers and your reputation for customer service quality.

First, take care of the mother. For her there’s personal upset, social embarrassment, a disappointed child and good money spilled on the floor. With a genuine smile you say, “Don’t worry. This happens all the time.”

Let her know the spill will be cleaned up quickly and a replacement drink brought over right away. This will do wonders for perceptions of your customer service quality.

Second, put the child at ease. In his mind there may be loss or sadness about the drink, and concern (even fear) about his mother’s reaction. With a cheery face, you say brightly, “Well, accidents do happen!”

Tell him to watch carefully as your “service professionals” clean up the spill. “And by the way, a brand new drink for you is already on the way.” Continue reading Accident Reactions Say A Lot About Customer Service Qualtiy by Ron Kaufman

Just Know How Outbound Call Center Re-Evaluates Customer Service by Ricky Smith

Customer service is indeed a vast experience and it is not limited to some particular zone. In this article, we will discuss how outbound call center is able to re-evaluate customer service with their latest features.

A majority of consumer in different part of the country did their survey and has felt that customer service is the most crucial area on which a company should lay stress in the present economy. However, they were all concerned about focusing on this major area.

Every contact centers have their own way to provide customer service. Being a customer service executive one might think that their outbound call center is not yielding results according to investment forwarded.

However, the executives at outbound call center can be suggested to think again, the reason of the failure of customer service may be counted upon:

Not Listening To Customers- The outbound agent who is in charge of handling the calls with prospective customers should not only hear them but they should try to understand what their actual need is. This is will also depend on the flow of call quality and based on regular training that are provided to outbound agents. Continue reading Just Know How Outbound Call Center Re-Evaluates Customer Service by Ricky Smith

Outsourcing Customer Service – Are There Any Disadvantage? by Brown Wilson

Call center service outsourcing has both disadvantages and advantages. It is necessary to know the disadvantages prior availing the service so that you can reap the maximum benefit from it.

Equipments, gadgets and appliances rule the market in today’s high tech world. When you are using some gadget for your everyday living, it is quite likely that you will have certain technical issues and concerns regarding it. When you are into trouble, you definitely contact the customer care service providers for clarifying certain issues or resolving the problems you are facing with the gadget. Call center tech support can effectively help you in dealing with the problem.

However, at times it becomes difficult for the tech support call center professional to understand and resolve your problem. Why? It is because of the location of the caller. The calling executive is situated at a far distance, hundreds of miles away from the customer. Hence, the conversation with the customer service personnel becomes very important. Continue reading Outsourcing Customer Service – Are There Any Disadvantage? by Brown Wilson

A Live Answering Service Can Help Improve Customer Service by Seoacount

Any business worth its salt will be aware of the importance of making and keeping their customers happy and doing their best to improve customer service, and a live answering service allows businesses to do just that.

A happy customer could be the single catalyst to bring in thousands more; a dissatisfied or disgruntled customer has the potential to turn away perhaps more, hitting you negatively in the pocket. However, many of these businesses might not be familiar with the insights of what is required to help them improve their service to customers. Here are five strategies to excellent service that can help keep a smile on your customers’ faces — and on yours.

1. Pay attention to customer satisfaction
At every natural opportunity try to have a quick chat with your customers. Talk to them at the register, on the phone if they call or by website if they leave a comment or make an inquiry. Ask them a few questions about your service that might help you gauge their happiness with you. If you have a live answering service, put these questions in as a part of their script. Where there answers show dissatisfaction with anything you provide, do all in your power and that is reasonable to fix the problem. Continue reading A Live Answering Service Can Help Improve Customer Service by Seoacount