|
Customer Service
Training Library:
Customer Service Measurements
|
|
- 'A' is For Outstanding
One workshop participant asked this question: ‘I’m designing a performance measurement system for our in-house technology team and have....(read more)
- The Playful Policy Review
This bizarre report arrived from a perturbed customer in Asia: ‘I wanted to play golf at a prestigious course in town, so I went to the Pro-Shop to book a ...(read more)
- How Hot is Our Service?
A large bank came to me for the first time seeking a big improvement in their retail counter service. They asked me for ‘customer service training’ but ...(read more)
- No News is Bad News!
Many companies treat customer service as a necessary evil, an afterthought, only needed if mistakes and problems arise. This viewpoint is best reflected...(read more)
- Is Your Survey Worth My Time?
A manufacturer complains that his customers rarely return the satisfaction surveys he sends out. A leading resort gets back just 30% of the comment cards...(read more)
- Put a CORC in Your Budget
Alok Kumar is Chief of Operations for a major telecommunications company. In Kumar’s business, it takes eight to nine months of revenue to recapture
...(read more)
|
|
|
